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Incident management is a process used by IT operations and DevOps teams to respond to and address unplanned events that can affect service quality or service operations. Incident management aims to identify and correct problems while maintaining normal service and minimizing impact to the business.

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When incidents are fixed right (and faster) the first time, it improves service quality for the end user. This begins with a clear and easy-to-use system for reporting service disruptions and continues with good communication as incidents are addressed.

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DevOps teams are focused on finding more efficient ways to build, test, and deploy software, which in part, requires addressing incidents quickly. Like ITIL incident management, DevOps incident management aims to fix issues without disrupting operations. For example, DevOps teams might monitor for poor mean time between failures (MTBF) metrics, which can indicate that there’s an underlying issue that needs to be investigated.

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The difference plays out in remediation and how responders approach fixing the issue. Incident response is reactive. Incident management teams get an alarm and address the incident. However, when addressing a problem, IT teams identify the root cause and then fix it. Problem management takes a proactive approach, looking at various types of incidents and patterns that emerge to understand how future incidents can be prevented.

Incident management tools, automation, and AIOps help teams identify problems and fix them quickly. This, in turn, improves efficiency by allowing teams to focus on core business operations instead of constant firefighting.

Within ITSM, the IT department has various roles, including addressing issues as they arise. The severity of these issues is what differentiates an incident from a service request.

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Incident response creates a system where issues have a clear path to resolution and helps build institutional knowledge over time. This knowledge—either held by staff or integrated into an automated system that is driven by AI—helps document important performance metrics, such as mean time to resolution (MTTR). These metrics help ensure that the organization is maintaining a high level of service and providing an excellent customer experience.

An incident is a single, unplanned event that causes a disruption in service, while a problem is the root cause of a disruption in service, which can be a single incident or a series of cascading incidents.

The growing complexity of IT operations, which is driven in part by the many applications organizations rely upon in day-to-day business operations, has made incident response tools and automation more important than ever.

Organizations typically create an incident management process that documents the sequence of events the response team should take. All stakeholders should know which staff are responsible for handling incidents, the time it should take to solve the issue, when to escalate the incident to the next level, and how to document the incident and the way it was resolved.

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Incidents can cause a host of problems for organizations, from temporary downtime to data loss. When done well, incident management can provide an efficient and effective way to fix all kinds of incidents with little disruption and leave organizations more prepared for future incidents.

A service request, simply put, is when a user is asking for something to be provided, such as advice or equipment. Services can include requesting assistance with a password reset or getting additional memory for a desktop computer.

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Because DevOps is rooted in continuous improvement, there is a significant focus on post-mortem analysis and a blame-free culture of transparency. The goal is to optimize the overall system performance, streamline and accelerate incident resolution, and prevent future incidents from occurring.

Incident management within a company’s IT operations, often referred to as ITIL incident management, addresses a wide range of issues that can impact service and business operations, from a laptop crashing or a printer error to wifi connectivity issues and network downtime.

Like today’s IT teams, DevOps teams often use automated provisioning, incident prioritization and artificial intelligence (AI)-enabled root-cause analysis tools to ensure uptime, address the most pressing incidents first, and learn how to fix future problems more quickly. (Or prevent them in the first place.)

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With roots in the IT service desk, incident management has long served as the primary interface between IT operations (ITOps) and the end user. As technology has advanced and become more complex, so has the way organizations view incident identification and incident response. The practice has expanded far beyond helping users fix problems to become a process for maintaining constant app uptime and accelerating continuous improvement efforts.

A service-level agreement (SLA) defines the level of service a company is required to provide to a customer. Therefore, incident response and management play a key role in meeting the metrics and key performance indicators (KPIs) defined in the SLA.

All organizations need to fix problems and resolve incidents. It’s how they keep the business running. But there are also clear benefits to having effective incident resolution tools—and teams—that can react quickly without major disruption to the business. Those benefits include the following:

With an effective incident management system in place, teams can address major incidents faster and extract insights for root cause analysis. When team members document how past incidents were resolved, they start to create a playbook with templates for solving similar incidents in the future.

Incident management, under the framework of ITSM (IT service management), functions as one aspect of the ITSM service model. Rather than focusing on creating systems and technology, incident management for IT is more user focused. It aims to keep IT infrastructure operating properly, whether it be an app or an endpoint, such as a sensor or desktop computer.