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Incident Management

Incident management is the process of detecting, responding to, and resolving service disruptions.

What is Incident Management?

Incident management is the process used to respond to and resolve unplanned interruptions or reductions in quality of IT services, restoring normal operation as quickly as possible.

Incident management process

Detection, Triage, Response, Resolution, Communication, Postmortem.

Common misconceptions

  • "Incident management is just firefighting" — Structured process
  • "Any problem is an incident" — Defined by impact
  • "Resolution ends the process" — Learning phase essential