ITIL Incident Management (IM) (2024)

When it comes to meeting service level agreements (SLAs), avoiding incidents is ideal. Using arisk mitigation solutioncan 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 therightinfrastructure monitoring softwarecan help with this.

Your business can’t afford downtime. It’s important that you’re able to consistently meet service availability requirements.

ITIL incident management processes can make this easier. You can use these processes to define how you’ll detect incidents.

And remember, time is of the essence. Consider aperformance management solutionto help you keep a finger on the pulse of your availability.

Your staff should be skilled in ITIL incident management. But they should also have tools they can use to keep a better handle on it.

Consider usingperformance and capacity management software. This can help free up staff time, so they can be more productive. Meanwhile, you won’t have to worry about manually monitoring for incidents.

Your customers—and employees, for that matter—don’t want to be disrupted by incidents. Practicing ITIL incident management processes can help you improve their satisfaction, too.

Here’s how. Employing these measures will help you ensure incidents are avoided if possible—or speed up restoration if not. Usingcapacity planning softwarecan be a smart step to ensure your users are kept happy.