Which interface does Incident Management engage with to assess the impact and priority of incidents?

Incident Management engages primarily with Service Level Management to assess the impact and priority of incidents because Service Level Management is responsible for defining, documenting, and agreeing on service level agreements (SLAs) with customers. This discipline outlines the expectations around service performance and availability, which are crucial when determining the priority of an incident.

When an incident occurs, Incident Management must evaluate how the incident affects the service levels outlined in SLAs. This assessment helps to prioritize incidents based on the business impact and the agreed-upon service levels. For example, a critical incident affecting a service that is vital to business operations will have a higher priority than one affecting a less critical service.

While other interfaces like Service Asset and Configuration Management, Capacity Management, and Change Management may provide valuable information related to incidents, they do not directly influence the immediate assessment of incident impact and priority in the same way that Service Level Management does. Overall, aligning incident handling with SLAs enhances the overall effectiveness of the Incident Management process and ensures business objectives are met.