The primary goal of the Incident Management process it to restore normal service operation as quickly as possible and minimise
the adverse impact on business operations, thus ensuring that the
highest possible levels of service quality and availability are maintained.
For this reason, Incidents are recorded, classified and allocated to appropriate specialists, incident progress is monitored,
and Incidents are resolved and they are closed.
Incident Management is essential to the other ITIL processes as it provides valuable information about infrastructure errors.