What Is Information Technology Infrastructure Library (ITIL) Incident Management?

When you're getting down to business, there's nothing you want more than to be sure that your IT infrastructure is going to hold up. That's why we're so proud of our ITIL Incident Management process—it's the only way to ensure that your business stays online when an incident occurs. When something goes wrong with your IT infrastructure, you need to know that it will fix it quickly and efficiently. You need a system that can restore normal operations as soon as possible and keep those operations up until the problem is resolved. That's precisely what ITIL Incident Management does—why we think it's essential! The ITIL incident management process is a way to restore an organization's operations in line with its service level agreement or related service standard. It is used to recover from incidents and return to normal operations. Can cause incidents due to various reasons, including hardware failure, software malfunctioning, human error, etc. The incident management process helps an organization recover from these incidents by identifying the cause of the incident and then initiating corrective actions accordingly. The ITIL incident management process consists of the initial investigation, analysis, containment, recovery and post-incident review. The initial investigation stage involves the identification of the source of the incident and its impact on business operations. The analysis stage analyzes the root cause(s) for the occurrence of incidents to formulate solutions for preventing the recurrence of similar issues in the future. Containment refers to identification and control measures taken after the detection of incidents or risks which may lead to incidents occurring within an organization's infrastructure environment. In contrast, recovery refers to restoration efforts made after taking necessary measures required under the containment stage towards restoring business continuity into normalcy mode again through effective use of available resources, such as human resources like human resource employees.