Incident Management: A CA IT Service Management Process Map
sponsored by CA Technologies.

The objective of Incident Management is to rapidly restore services in support of service level agreements. Unlike Problem Management, whose focus is on finding the rootcause of problems, Incident Management is essentially about getting things back up quickly, even if this means performing workarounds and quick fixes.

Technologies can play a critical role in optimizing this process, by automating the actual process activities themselves (such as incident recording and classification), and by accessing the outputs from other related processes. Integration with other processes (especially Problem, Change, Configuration and Service Level Management) is especially important to ensure that incidents are kept to a minimum and that the highest levels of availability and service are maintained.
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