What is the primary focus of incident management in IT service management?

The primary focus of incident management in IT service management is to restore service operation as quickly as possible. This process is critical because incidents—unplanned interruptions or reductions in the quality of IT services—can disrupt business operations and negatively affect productivity. The main goal is to get services back up and running to minimize downtime and restore normal functioning.

While improving service quality, enhancing user satisfaction, and minimizing the impact on the business are important components of IT service management, they are secondary outcomes that result from effective incident management. The immediate priority is to address and resolve incidents swiftly to reduce the interruption to service, which ultimately contributes to maintaining a stable service environment and meeting user expectations. By focusing on speed and efficiency in response to incidents, organizations can better manage the overall impact on business operations and user satisfaction.