Which process is primarily responsible for tracking incidents until resolution?

The process that is primarily responsible for tracking incidents until resolution is Incident Management. This process is specifically designed to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. It involves identifying, logging, categorizing, prioritizing, and managing incidents through to resolution. The purpose of Incident Management is to ensure that incidents are handled efficiently and effectively, leading to a quick recovery or restoration of services.

In this context, Incident Management focuses on the day-to-day handling of incidents and is the primary liaison between the users and the IT service provider during incidents, thus facilitating clear tracking and communication until the incident is resolved. This ensures that there is a structured approach to managing incidents, which is vital for maintaining service quality and meeting user expectations.

While Configuration Management, Change Management, and Problem Management play critical roles within the ITIL framework, their focuses differ. Configuration Management centers on maintaining information about configuration items and their relationships, Change Management focuses on controlling changes to reduce service disruptions, and Problem Management aims to identify and manage the root causes of incidents to prevent them from occurring in the future. Although they interlink with Incident Management, they are not primarily concerned with the tracking and resolution of incidents.