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ITIL is the most popular approach to IT Service Management. ITIL has different lifecycle and capability modules that help one manage IT services better. During this webinar, understand how to handle major and critical incidents in IT service. Cited examples will be provided for better understanding.
Main aim of Incident management process is to restore services back to normal operation as fast as possible and mitigate the adverse effect on the business operations. ITIL Foundation training program caters superior cognizance on incident management process.
ITIL Incident Management
According to ITIL terminology Incident is described as an unplanned interruption.
Incident management as the name suggest is the process accountable for managing the lifecycle of all incidents. Incidents can be identified by technical staff, reported and detected by event monitoring tools, communications from users (usually through a telephone call to the service desk), or reported by third-party suppliers and partners.
Purpose of incident management is to reinstate normal service operation as fast as possible and mitigate the negative impact on business operations, thus making sure that agreed levels of service quality are maintained. An operational state where CIs and services are performing within their agreed service and operational levels is called as ‘Normal service operation’
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