'Normal service operation' is defined here as service operation within SLA limits. The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Incident Management is the process for dealing with all incidents this can include failures, questions or queries reported by the users (usually via a telephone call to the Service Desk), by technical staff, or automatically detected and reported by event monitoring tools.' Failure of a configuration item that has not yet impacted service is also an incident, for example failure of one disk from a mirror set. 'An unplanned interruption to an IT service or reduction in the quality of an IT service. Service Operation Processes 4.1EVENT 4.2INCIDENT 4.3REQUEST FULFILLMENT 4.4PROBLEM 4.5Ĥ.2 Incident Management Incident Definition 3Principles 4Process 5Activities 6Organization 7Consideration 8Implementation 9Issues AAppendecesĤ. ITIL Version 3 Chapters Service Operations 1Introduction 2Serv.
