Incident Management

Incident management is the process of identifying, analyzing, and correcting hazards to prevent a future re-occurrence. In IT, it refers to the activities of an IT help desk in tracking and resolving reported incidents. ITIL defines incident management as restoring normal service operation while minimizing business impact. The process includes incident detection, logging, categorization, prioritization, investigation, diagnosis, resolution, and closure. Effective incident management requires clear communication, escalation procedures, and post-incident reviews.