Which process is responsible for managing the lifecycle of incidents?

Incident Management is the process responsible for managing the lifecycle of incidents, which includes detecting, logging, categorizing, prioritizing, diagnosing, resolving, and closing incidents. The primary goal of Incident Management is to restore normal service operation as quickly as possible while minimizing impact on the business. This process ensures that incidents are handled systematically and efficiently, thereby improving service quality and maintaining business continuity.

By focusing on the lifecycle of incidents, Incident Management also plays a crucial role in identifying trends or recurring issues, which can lead to proactive measures to improve service delivery and reduce the likelihood of future incidents. The structured approach taken in Incident Management allows for effective tracking and handling of incidents, enabling IT teams to prioritize resources and respond quickly to user needs.

In contrast, Change Management focuses on handling changes to the IT environment, Configuration Management deals with maintaining information about configuration items within the IT infrastructure, and Capacity Management is concerned with ensuring the IT infrastructure is capable of meeting the required service demands. Each of these processes plays a significant role in overall service management but does not specifically manage incidents like Incident Management does.