Purpose and objectives
Incident management is the process that is responsible for managing all incidents from initiation through closure.
The purpose of incident management is to manage the negative impact of a disruption in the normal operation of a service or service component by restoring the normal operational state of a service or component as soon as possible within the agreed target resolution time. Normal operation is typically defined by service levels documented in service-level agreements (SLAs) or as assumed by the customer and service provider.
An incident is defined as an unplanned disruption or potential disruption to the agreed level of service. Something that was working yesterday has broken today. That something could be the service being delivered to the user or consumer, or it could be a component that has reached a threshold. If action is not taken, it will result in a disruption of service to the user. There are instances where a disk array provides redundancy...
