ITIL Incident Management (IM)

ITIL offers a framework of structured, scalable, best practices and processes that organizations can adopt and adapt to fit their own operations. 

What is ITIL Incident Management (IM)?


ITIL incident management (IM) is the practice of restoring services as quickly as possible after an incident. And it’s a main component of ITIL service support.

ITIL incident management is a reactive process. You can use IM to diagnose and escalate procedures to restore service. So, it’s not a proactive measure.

IM Activities

Common ITIL incident management activities include:

Detecting and recording incident details

Matching incidents against known problems

Resolving incidents as quickly as possible

Prioritizing incidents in terms of impact and urgency

Escalating incidents to other teams to ensure timely resolution

Benefits of Implementation

Why Should I Implement ITIL Incident Management?

It’s important for any IT department to have a plan for managing incidents. After all, no matter how good you are at predicting events, an incident can still happen. Here are the top four ways implementing ITIL incident management will help you.


1. Maintaining Service Levels

When it comes to meeting service level agreements (SLAs), avoiding incidents is ideal. Using a risk mitigation solution can help you with this.

But you still need to have a plan in place to keep your service up and running—just in case an incident happens. That’s where ITIL incident management comes in.

You can use incident management to outline how you’ll deal with incidents and resolve them as quickly as possible. Of course, using the right infrastructure monitoring software can help with this.

Getting Started

Take the Next Step

Read the guide: 

Getting Started with Capacity Management
Learn what you need to get started with a capacity management practice and how to choose tools to support this aspect of ITIL. 



Explore the software:

Vityl Capacity Management Software
See how Vityl Capacity Management helps with capacity planning, performance monitoring, IT analytics, and more.  
Watch a Demo >      Product Info >


       Continue Learning

            Version 2   |    Version 3

            ITIL Components:
            Business Relationship Management
            ICT Infrastructure Management
            Application Management
            Security Management
            Service Delivery
                  - Service Level Management
                  - Financial Management
                  - Capacity Management
                  - Availability Management 
                  - Continuity Management
            Service Support
                  - Incident Management (current)
                  - Problem Management
                  - Configuration Management