What is incident management?
Incident management is the process of responding to an unplanned disruption or degradation of a service, such as an outage or error, to restore normal service as quickly as possible and minimize impact on users and the business.
Steps
- Detect and log the incident.
- Categorize and prioritize.
- Investigate and diagnose.
- Resolve and recover.
- Close and communicate.
- Review lessons learned.
Incident vs problem
| Incident | Problem | |
|---|---|---|
| Goal | Restore service | Fix root cause |
| Timing | Now | After or ongoing |
Metrics
MTTR, number of incidents by severity, and SLA compliance.
