incident management (IcM)

Incident management (IcM) is an area of IT Service Management (ITSM) that involves returning service to normal as quickly as possible after an incident, in a way that has little to no negative impact on the business. In practice, incident managment often relies upon temporary workarounds to ensure services are up and running while the incident is investigated, the root problem identified and a permanent fix put in place.

In this context, an incident is an event that disrupts normal operation. A problem is an underlying issue that could lead to an incident; problem management consists of the measures taken to prevent that occurence.

Read more about incident management (IcM): - Stuart D. Galup explains the importance of communication in incident management. - Wikipedia has an entry about incident management.

Do you have something to add to this definition? Let us know. Send your comments to techterms@whatis.com

Digg This!     StumbleUpon     Del.icio.us

RELATED GLOSSARY TERMS Terms from Whatis.com − the technology online dictionary problem management  (SearchWinIT.com) Problem management, in information technology, is a process aimed at resolving incidents and problems caused by end-user errors or IT infrastructure... Windows Server Update Services  (SearchWinIT.com) Windows Server Update Services (WSUS), also called Windows Update Services (WUS), is a free add-on for managing patches and updates to the Microsoft...