The objective of the application is to resolve incident requests as quickly as possible by priority. The primary goal of the Incident Management process, according to ITIL standards, is "to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained."
An incident is any event that is not part of the standard operation of a service and that causes an interruption to or a reduction in the quality of that service. An incident request is typically initiated in response to a customer call, a service request, or an automated event. The Incident Management process also handles customer requests for service.
