Incident Management has developed over time to become one of the most visible and mature ITIL® processes for any organization, largely driven by the need to reduce the business impact of disruptions to IT services. While any effective implementation does balance the efforts towards the various phases of the Service Lifecycle, as Incident Management can be easily demonstrated to have a business benefit, it typically receives more attention and funding than other areas of service management. This section will explain the activities and techniques that represent best practices for Incident Management.
