This article provides an overview of the ITIL incident management process.

Incident Management is a process within the Service Desk that is designed to restore normal service as quickly as possible when incidents occur. The goal is for incidents to have the least amount of impact to operations as possible and for service to be fully restored within service level agreements.

More in-depth features include:

  1. Incident models,
  2. Major incidents,
  3. Prioritisation,
  4. Categorisation,
  5. Escalation,
  6. Metrics.

It is important to focus on a quality service desk with competent, customer-oriented technical staff based around an automated incident management tool.

For more information please contact Morland-Austin at