Summary
In this chapter, you were exposed to the key elements of the incident management process including its purpose and objectives, policies, process terms and definitions, input and output, activities, roles and responsibilities, key process indicators, process integrations, and technology requirements. You were provided with significant details about the process, which should enable you to get started with implementing the process or making improvements to your existing process.
In the next chapter, you will continue to learn about operational processes with problem management. Problem management is the process that focuses on eliminating errors in the production environment to enable the organization to improve quality and reduce the impact of unplanned work. You will learn more about what problem management can do in your organization in the next chapter.
