Incidents are classed as hardware, software or security, although a performance issue can often result from any combination of these areas. Software incidents typically include service availability problems or application bugs. Hardware incidents typically include downed or limited resources, network issues or other system outages. Security incidents encompass attempted and active threats intended to compromise or breach data. Unauthorized access to personally identifiable information and records is a security issue, for example.

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Incident management is a part of the ITIL framework. The following are some differences and similarities between the two concepts:

In DevOps organizations, software developers are considered responsible for production-ready code under the mantra of "you build it, you own it." In the event of a software incident, the developer should provide incident response and management.

IT incident management is a component of IT service management (ITSM) that aims to rapidly restore services to normal following an incident while minimizing adverse effects on the business.

Despite being used interchangeably, the terms incident management and incident response have distinct connotations. Learn the key differences between these terms to effectively manage security incidents.

There are several best practices that organizations can follow to effectively respond to unplanned IT events or service interruptions:

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An incident is an unexpected event that disrupts the normal operation of an IT service. The IT incident management process begins when an end user reports an issue and concludes when a service desk or help desk team member resolves it.

In practice, IT incident management often relies on temporary workarounds to ensure services are up and running while IT staff investigates the incident, identifies its root cause, and develops and rolls out a permanent fix. Workflows and processes in IT incident management differ depending on each IT organization and the issue they’re addressing.

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A focus on IT incident management processes and established best practices can minimize the duration of an incident, shorten recovery and resolution time and help prevent future issues. Clear, transparent and timely communication throughout the process should be maintained with stakeholders, including end users, IT staff and management. This ensures that everyone is aware of the status of the incident and its resolution.

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A common framework to understand IT incident management is through analyzing the ITIL process. ITIL, trademarked by Axelos, is a widely used ITSM framework. ITIL incident management uses a workflow for efficient resolution: incident identification, logging, categorization, prioritization, response, diagnosis, escalation, resolution and recovery, and incident closure.

IT incident management helps keep an organization prepared for unexpected hardware, software and security failings and reduces the duration and severity of disruptions from these events. It can follow an established ITSM framework, such as the Information Technology Infrastructure Library (ITIL) or COBIT, short for Control Objectives for Information and Related Technologies. It can also be based on a combination of guidelines and best practices established over time.

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IT incident management offers the following key benefits that contribute to the efficient functioning of an organization's IT services:

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Help desk and incident management teams rely on a mix of tools to resolve incidents, such as monitoring tools to gather operations data, root cause analysis systems, and incident management and automation platforms.

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IT incident management typically consists of three tiers of support, often organized within the help desk or service desk structure. Most organizations use a support system, such as a ticketing system, for categorizing and prioritizing incidents. IT staff respond to each incident according to its prioritization level.

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