Which of the following is NOT an objective of Incident Management?

Incident Management primarily focuses on restoring normal service operation as quickly as possible while minimizing impact on the business. The objectives of Incident Management include enhancing business perception of IT, increasing visibility and communication regarding incidents, and prioritizing incidents based on their business importance.

The development of new service level agreements is not an objective of Incident Management. Instead, this task falls within the realm of Service Level Management, which is responsible for negotiating and defining service level agreements to ensure that the service provider meets the expectations set forth in these agreements. While effective Incident Management may indeed align with existing service level agreements to ensure compliance during incident resolution, it does not engage in the creation of new agreements.

This understanding helps clarify the distinct roles within ITIL practices, where Incident Management focuses on handling incidents effectively rather than on the strategic aspect of service level management.