Frequently Asked Questions
Incident Management (IM) is one of the main processes under Service Operation module of ITIL Framework.
The ITIL Incident Management process is responsible for managing the life cycle of all incidents. It is the means of describing ITSM activities of identifying, analyzing, and Restoring IT services at their normal state as quickly as possible.
The Incident management process is not meant to do the root cause analysis to identify why an incident occurred. Instead, the focus of this process is on doing whatever is necessary to restore the service within SLA.
To achieve this, it often makes use of temporary fixes or workarounds.
An important tool in the diagnosis of incidents is the known error database (KEDB), which is maintained by problem management. The KEDB contains all know errors and their previously identified workarounds.
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