Incident Management Adaption

Abstract

Whenever somebody refers to IT service management or ITIL, the first process that comes up on the table for discussion is the incident management process. No matter how far away one might be from the service management area, they always seem to be quite familiar with the process and its relevance. It is a highly popular process that finds its rightful place in every single organization. Since this process makes or breaks an organization’s service delivery, service providers often give plenty of weight to the process, and as a result, the incident management process is perhaps the most mature of all the ITIL processes.