Overview
Incident management is a critical ITIL process focused on returning service to normal as quickly as possible while minimizing the impact on business operations.
The Lifecycle
- Identification: Detecting the issue.
- Logging: Recording the details.
- Categorization: Assigning priority and type.
- Diagnosis: Finding the cause.
- Resolution: Fixing the issue.
- Closure: Confirming the fix and documenting the outcome.
Key Roles
- Incident Commander: Leads the response.
- Scribe: Documents the timeline and actions taken.