Incident Management Explained

incident management

Incident Management is an IT Service Management (ITSM) process area. Working into IT Infrastructure world, you must be familiar with ITIL framework’s Incident Management Process.

What is incident?

An incident is an unplanned interruption to or a reduction in the quality of an IT service. Anything that could affect an IT service in the future is also categorized as an incident.

  • Impact is a measure of the effect of an incident, a problem or a change on business processes.
  • Urgency is a measure of how long it will be until an incident, a problem, or a change has a significant impact on the business.
  • Priority id a category used to identify the relative importance of an incident, a problem or a change. Priority is based on impact and urgency and is used to identify the required time for actions to be taken.

Process Objectives:

  • Restore normal service operations as quickly as possible
  • Minimize the adverse impact on business operations
  • Ensure that the best possible levels of service quality and availability are maintained


Users through either the service desk or an interface between event management and IM communicate any event that disrupts, or could disrupt, a service, and that.

Key Metrics (KPIs):

Some of the metrics that can be used to monitor, report, and verify the efficiency and effectiveness of the IM process are:

  • Total number and percentage of incidents
  • Size of current incident backlog
  • Incidents handled within the agreed response time
  • Average cost per incident