IT incident management is a fundamental operational process designed to ensure rapid service restoration. This process is typically assigned to the help desk but is also very much entrenched in the day-to-day of DevOps.
When incident management goes right, service is restored quickly and the impact on productivity, continuity, and customer satisfaction is minimal.
However, when it doesn’t go right, user and organizational performance is impaired, and the damage can be measured by financial loss, increased costs, and a decrease in customer loyalty and brand equity.
Needless to say, a high-performing incident management process is a strategic mandate for every organization, regardless of size, shape, location, or industry.