Information Technology Infrastructure Library (ITIL) Incident Management


Information Technology Infrastructure Library (ITIL) Incident Management refers to a standardized approach for managing and resolving incidents within the IT service management framework. Its primary goal is to restore normal service operations as quickly as possible, while minimizing the impact on business continuity. Incident Management involves identifying, recording, analyzing, and resolving incidents to enhance the overall efficiency of IT services.


Information Technology Infrastructure Library (ITIL) Incident Management can be phonetically transcribed as:ɪnˈfɔrmeyʃən tɛkˈnɑlədʒi ˈɪnfrəstrʌktʃər ˈlaɪbreri (ˈaɪtɪl) ˈɪnsədənt ˈmænɪdʒməntThis phonetic transcription uses the International Phonetic Alphabet (IPA) to represent the sounds in the words, and should help with pronunciation.

Key Takeaways

  1. Incident Management is a key ITIL process that focuses on restoring normal service operation as quickly as possible after an incident, in order to minimize any adverse impact on business operations and users.
  2. This process involves prompt detection and classification of incidents, timely allocation of appropriate resources, and continuous communication with stakeholders to ensure efficient resolution and root cause analysis for continuous improvement of the service management system.
  3. Incident Management uses a structured approach that includes clear roles and responsibilities, incident prioritization based on business impact and urgency, a knowledge base of known errors and resolutions, and standardized procedures for incident logging, diagnosis, resolution, and closure.


Information Technology Infrastructure Library (ITIL) Incident Management is critically important in today’s technology-driven world because it provides a structured and efficient approach to identifying, analyzing, resolving, and learning from incidents that impact IT services.

This proven methodology ensures that organizations can minimize service disruptions, reduce downtime, maintain high availability of business-critical applications, and continuously improve IT service delivery.

By adhering to ITIL Incident Management best practices, businesses can enhance customer satisfaction, protect their brand reputation, streamline troubleshooting processes, and optimize the utilization of available resources, ultimately leading to increased operational efficiency and cost-effectiveness.


The Information Technology Infrastructure Library (ITIL) Incident Management is a crucial component of IT service management, aimed at restoring normal service operation in the shortest time possible while minimizing the impact on business operations. By swiftly addressing disruptions to IT services, ITIL Incident Management ensures that organizations maintain high service performance levels, while continuously improving the efficiency and effectiveness of incident resolution activities.

This process not only focuses on the immediate resolution of incidents but also encompasses proactive measures such as incident identification, detailed analyses, timely escalation, and communication with stakeholders. ITIL Incident Management accomplishes its purpose by establishing a systematic and standardized approach to managing incidents, incorporating the necessary steps from incident logging to closure.

This methodology includes defining incident prioritization, roles and responsibilities of incident response teams, and procedural documentation, all designed to streamline incident handling. By employing ITIL Incident Management, organizations foster effective collaboration among various IT support teams, reducing resolution times and improving overall service quality.

Furthermore, consistent and automated incident management processes contribute to more accurate data collection and analysis, enabling organizations to identify recurrent issues, uncover underlying problems, and ultimately implement preventive measures to reduce the frequency and severity of incidents in the future.

Examples of Information Technology Infrastructure Library (ITIL) Incident Management

Health Care Institution: In a hospital, ITIL Incident Management is crucial for maintaining the uninterrupted flow of critical information related to patient care. For instance, when a healthcare institution implements electronic health records (EHRs), they collect, store, and exchange patients’ medical information securely. ITIL Incident Management ensures that any disruptions in the EHR systems, such as server outages or software malfunctions, are identified, addressed, and resolved quickly to minimize the impact on patient care and overall operations.

Financial Services Company: A global banking institution relies heavily on IT systems to manage transactions, maintain customer records, and perform various other operations. When any IT-related issues arise, such as a banking app crashing or unauthorized access to customer data, an ITIL Incident Management process helps identify the problem, escalate it to the appropriate teams, and ensure efficient resolution. This enables the financial institution to minimize disruption to its services, ensuring customer satisfaction, and adhering to regulatory requirements.

Retail Industry: A large e-commerce company employs an IT infrastructure to manage its online store, warehouses, and customer databases. If any disruptions like website downtime, payment gateway issues, or disruptions in the supply chain management system occur, ITIL Incident Management plays a pivotal role in addressing and resolving these issues. By following ITIL guidelines, the e-commerce company can quickly restore normal operations and minimize the negative impact on sales, customer trust, and brand reputation.

Information Technology Infrastructure Library (ITIL) Incident Management FAQ

What is ITIL Incident Management?

ITIL Incident Management is a process within the ITIL framework that focuses on resolving incidents and restoring services for users as quickly as possible. It aims to minimize the negative impact of incidents on business operations and improve overall service quality.

What are the primary objectives of Incident Management in ITIL?

The primary objectives of Incident Management include enabling users to resume normal service operations quickly, reducing the negative impact of incidents, preventing incidents where possible, and ensuring that the best possible levels of service quality are maintained.

What are the main steps in the ITIL Incident Management process?

The main steps in the ITIL Incident Management process are Incident identification, Incident logging, Incident categorization, Incident prioritization, Incident investigation and diagnosis, Incident resolution and recovery, and Incident closure.

What is the difference between an Incident and a Problem in ITIL?

In ITIL, an Incident is an unplanned interruption to a service or degradation in quality, whereas a Problem is an underlying cause of one or more incidents. Incident Management focuses on quickly resolving incidents, while Problem Management focuses on addressing their root causes to prevent future incidents.

How does an Incident Management system benefit an organization?

An Incident Management system benefits an organization by helping to improve service quality, identify trends and patterns in incidents, reduce downtime, streamline the incident resolution process, and minimize the negative impact of incidents on the overall business operation.

Related Technology Terms

  • Service Desk
  • Incident Prioritization
  • Incident Classification
  • Incident Resolution
  • Incident Closure

Sources for More Information

  • Axelos –
  • BMC Blogs –
  • ManageEngine –
  • ServiceNow –

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