The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Normal service operation is defined as operating within the agreed Service Level Agreement (SLA) limits.

What is the difference between Incident Management and Problem Management?

If our garden had weeds, how would we address the situation?

Incident Management: Use techniques that address the symptoms but still allow the weeds to grow back (e.g. Pull them out, mow over them, use a hedge-trimmer, and buy a goat)

Problem Management: Use techniques that address the root-cause of the symptoms, so that weeds will no longer grow (e.g. Use poison, dig roots out, re-lawn, concrete over etc.)

Incident Management is not concerned with the root cause; it is instead focused on addressing the symptoms as quickly as possible.

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