ITIL®‘s version of the goals of incident management
According to the latest version of ITIL®, the goal of incident management is “…to restore normal service operation as quickly as possible and minimize the adverse impact on business operations…”¹ So there are really two goals mentioned: to restore as quickly as possible and to minimize impact. But, from a customer or user perspective, is it necessary to articulate more than the second goal? If we succeed in minimizing the impact of an incident on the business, are we not, by definition, resolving that incident as rapidly as possible? This might sound like quibbling, but there are some important points that depend on the distinction between these two goals. [Read more…] about The Goal of Incident Management