What is the primary goal of Incident Management?

The primary goal of Incident Management is to minimize the impact of incidents on the business. This involves restoring normal service operation as quickly as possible while ensuring that the level of service quality is maintained. By focusing on the rapid resolution of incidents—whether they stem from unforeseen outages, configuration errors, or other disruptions—Incident Management aims to reduce downtime and maintain productivity for users and the organization as a whole.

This function is crucial, as incidents can disrupt business processes, affect user satisfaction, and potentially lead to financial losses. By effectively managing incidents, organizations can ensure that they are responsive to issues, helping to maintain continuity of service and safeguard the overall health of the IT environment.

The other choices, while related to IT service management, do not directly align with the primary objectives of Incident Management. Creating new service designs pertains to Service Design, evaluating existing service performance is part of Continual Service Improvement, and scheduling routine maintenance falls under Change Management or Release Management. These activities serve different purposes within ITIL and are focused on different aspects of service delivery and improvement.