What is the primary purpose of Incident Management?

The primary purpose of Incident Management is to restore normal service operation as quickly as possible when an interruption occurs, while minimizing the impact on the business. This function is crucial because incidents, which can include any unplanned interruption to a service, need to be resolved rapidly to ensure that users can continue their work with minimal disruption.

When incidents are effectively managed, organizations can maintain service continuity, enhance user satisfaction, and ensure that business operations proceed without extended downtime. The focus is not only on resolving the incident but also on understanding its impact on business processes and ensuring that any disruption is addressed swiftly.

While enhancing the overall user experience may be a beneficial outcome of effective incident management, the core focus is on the rapid restoration of service. Similarly, developing new IT services and maintaining a change schedule, although important in other ITIL processes, are not directly related to the primary goal of Incident Management, which centers on resolving incidents quickly and efficiently.