What is the purpose of Incident Management?

The primary purpose of Incident Management is to restore normal service operation as quickly as possible after an interruption occurs. This process is critical in minimizing the impact of incidents on the business and ensuring continuity of service. Swiftly addressing incidents helps maintain productivity, reduces downtime, and enhances user satisfaction.

In this context, restoring normal service involves diagnosing the issue, implementing a temporary workaround if needed, and then fully resolving the problem so that services can return to their expected performance levels. The effectiveness of Incident Management can be measured by how quickly services are restored, which is central to the overall goal of minimizing the disruption caused by incidents.

While other options may touch on aspects related to incident handling, such as preventing future occurrences or documenting incidents, these are not the immediate focus of Incident Management itself; they are more aligned with other processes such as Problem Management or Change Management. Thus, the core objective remains centered on rapid restoration of services.