Page 322 - ITIL® Foundation 3.15

Incident Management Process
Incident Management is the process responsible for managing all incidents that occur through the incident lifecycle to resolution (meaning until “normal” is restored) “Normal service operation” is the Service Level agreed to with the business in the appropriate Service Level agreements. This restoration is essential to ensuring that the business suffers the least impact possible from the results of the
failure. Incident management responds
to incidents attempting to maintain the
quality service levels that have been
agreed in the SLA.
Goal
! To restore service to “normal” as quickly as possible
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