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IT services management and best practices: An enterprise CIO guide

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incident management (IcM)

Incident management, in information technology, is a process designed to return service to normal as quickly as possible after an incident, in a way that has with little to no negative impact on the business... (Continued)

What is incident management (IcM)?

Incident management (IcM) is an area of IT Service Management (ITSM) that involves returning service to normal as quickly as possible after an incident, in a way that has little to no negative impact on the business. In practice, incident managment often relies upon temporary workarounds to ensure services are up and running while the incident is investigated, the root problem identified and a permanent fix put in place.

In this context, an incident is an event that disrupts normal operation. A problem is an underlying issue that could lead to an incident; problem management consists of the measures taken to prevent that occurence.

This was first published in September 2008

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Essential Guide

IT services management and best practices: An enterprise CIO guide

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