Definition

incident management (IcM)

This definition is part of our Essential Guide: IT services management and best practices: An enterprise CIO guide
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 last updated in September 2008

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