What is the primary goal of the Incident Management process?

The primary goal of the Incident Management process is to restore normal service operation quickly and minimize business impact. This is essential because incidents—such as service outages or disruptions—can negatively affect productivity and customer satisfaction. The focus of Incident Management is to minimize downtime and restore services as swiftly as possible, thereby ensuring that business operations can continue effectively.

By prioritizing the quick resolution of incidents, organizations can minimize the disruption caused by technical issues, which is crucial for maintaining operational efficiency and stability. This approach allows teams to address immediate concerns while also laying the groundwork for preventive measures to avoid future incidents.

The aim is not to increase costs, escalate issues unnecessarily, or simply document incidents and resolutions. While documentation is an important aspect of the process for learning and future prevention, it does not overshadow the primary objective of swiftly restoring service operations to limit the impact on the business.