What must be maintained at all times during the Incident Management process?

Customer satisfaction is a crucial element to be maintained throughout the Incident Management process for several reasons. First, the objective of Incident Management is not just to resolve incidents but to do so in a way that meets or exceeds user expectations. This focus ensures that users feel heard and valued, which builds trust in the IT service provider.

Maintaining customer satisfaction often involves effective communication, promptly addressing incidents, and providing updates to users throughout the process. When users are satisfied, it reflects well on the overall service quality and can lead to better relationships with stakeholders. This, in turn, can prevent escalations and foster a more cooperative environment between IT and the business units.

In contrast, while other factors such as service availability, operational costs, and service metrics are important to address within Incident Management, they ultimately serve as means to an end—enhancing customer satisfaction. Without prioritizing the user's experience and ensuring their needs are met, no amount of technical accomplishment will compensate for a poor perception of service quality.