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All Incidents should be logged as Incident Records, where their status can be tracked, and a complete historical record maintained. Initial categorization and prioritization of Incidents is a critical step for determining how the Incident will be handled and how much time is available for its resolution (see checklist Incident Prioritization Guideline).

The following ITIL terms and acronyms (information objects) are used in the ITIL Incident Management process to represent process outputs and inputs:

ITIL V4 is no longer prescriptive about processes but shifts the focus on 34 'practices', giving organizations more freedom to define tailor-made processes.

With over 20 years of professional experience, Chris developed the RMR-86PRO Mold Stain Remover in 2013 to eliminate costly labor and expensive equipment needed to remediate mold. This groundbreaking product eliminated stains within seconds without soda blasting, ice blasting, scraping, wire brushing, or sanding, cutting labor costs by over 75%.

Like many restoration and remediation companies, Chris Atkinson and team spent months assisting in the clean-up efforts after Hurricane Katrina and donated hundreds of gallons of antimicrobials and mold products to decontaminate homes, churches, schools, and municipal buildings in Texas, Louisiana, Florida, Alabama, and Mississippi.

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ITIL distinguishes between Incidents (service interruptions) and Service Requests (customer or user requests that do not represent a service disruption, such as a password reset). Service interruptions are handled through Incident Management, and Service Requests through Request Fulfilment.

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Once Incidents are resolved, 1st Level Support will formally close them. This includes verifying that the users are satisfied and ensuring that the Incident Record is fully documented (see Incident Closure and Evaluation). Any new Problems, Workarounds or Known Errors identified during Incident resolution should be forwarded to the Problem Management process.

Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations can still use the ITIL V3 process of Incident Management as a template.

Note: In our YaSM Service Management Wiki we describe a leaner set of 19 service management processes that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". The YaSM service management model includes a process for managing incidents that is a good starting point for organizations that wish to adopt ITIL 4.

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The introductory ITIL Process Map video shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the

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[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Incident Management process.

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RMR Solutions is a certified veteran-owned business. In 2013, Chris Atkinson founded RMR, a small restoration company that grew to be the largest non-franchise restoration company in southeast MI. After countless hours sanding and scrubbing mold and mildew, Chris decided it was time for a change. His solution would revolutionize the commercial mold remediation industry by greatly reducing the labor-intensive work required. The rest is history.

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If 1st Level Support is unable to resolve an Incident, it must be escalated to an appropriate specialist support group in 2nd Level Support ("functional escalation"). If required, 2nd Level Support may in turn involve external parties such as suppliers and vendors (in ITIL referred to as "3rd Level Support").

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The Incident Management process can be triggered in various ways: A user, customer or supplier may report an issue, technical staff may notice a (potential or actual) failure, or an Incident may be raised automatically by an event monitoring system.

ITIL 4 refers to "Incident management" as a service management practice (see above). The service desk activities are described in the ITIL4 practice of "Service desk".

The overview diagram of 'ITIL Incident Management' (fig. 1) shows the key information flows and interfaces of the process.

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ITIL defines a special process for dealing with Major Incidents (emergencies that affect business-critical services and require immediate attention). Major Incidents typically require a temporary Major Incident Team to identify and implement the resolution.

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Organizations should use automated resolution tools and provide support portals with self-help information so users can resolve simple Incidents themselves. For other Incidents, 1st Level Support will try to diagnose and resolve the issue, typically using information from a knowledge base or pre-defined Incident Models.

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[4] In cooperation, as required. 2nd Level Support Groups often include Applications Analysts and/ or Technical Analysts.

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ITIL 4 therefore refers to Incident Management as a service management practice, describing the key activities, inputs, outputs and roles. Based on this guidance, organizations are advised to design a process for managing Incidents in line with their specific requirements.

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The Incident Management process described here (fig. 1) follows the specifications of ITIL V3, where Incident Management is a process in the service lifecycle stage of Service Operation.

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Objective: Incident Management aims to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible.