Incident management is the first line of defense in providing immediate relief against the disruption of services and eventual downtimes. However, by no means does the incident management process get into the nitty-gritty of putting an end to the cause behind the incidents. Its purpose is to bring the services back up, even if the solution is a nonpermanent one.
The second ring of process governance ensuring permanence to solutions is the problem management process. This is a process that deep dives into the cause of incidents and follows the ...
