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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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26 INCIDENT MANAGEMENT (SO 4.2)

INTRODUCTION AND SCOPE

Incident management is the process for dealing with all incidents. These may be incidents where service is being disrupted or incidents where service has not yet been disrupted.

The value of incident management to the business is that resources are allocated to minimising and mitigating the impact of incidents and service unavailability in line with business priorities. Lower levels of incidents and quicker resolution times will enable the services to run as intended.

During the handling of incidents, the service desk may be able to identify improvements in both business and technical processes. The service desk often has a unique position within organisations in that its staff can take ...

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