What is an incident?
An incident is an unplanned disruption to an IT service, that interferes with the business operations of an organization. An example of an incident within a company, could be:
- An end users laptop is broken
- The WiFi within an office is down
- Or an office printer is broken
These are all good examples of typical incidents that users will experience in and around the workplace.
Incidents can cause businesses major losses, not only financially, but also from a productivity standpoint. Having a robust incident management process in place is paramount to ensure that organizations can resume operations with little to no downtime.
What is Incident Management?
Incident Management is the process that guides organizations on how to handle the lifecycle of an incident effectively, ensuring that they are resolved as quickly as possible, with little to no disruption to the business operations of an organization. The goal of incident management is to ensure that the service quality and availability of all IT services is maintained at the best possible service level.
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