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The life cycle of an application inevitably involves incidents, problems or maintenance.

An incident is defined as an unplanned interruption to a service or reduction in the quality of a service. Incidents are usually identified by end users and reported via telephone, email, or an IT self-service portal.

An incident is an issue affecting one or more employees, customers, third parties, business processes or services, or another entity that can be adversely affected by your organization’s technology—or technology-based services—not working as they should.

Incident management is defined as:

“The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.”

In short, this core pillar aims to reduce downtime caused by incidents by getting the user back up and running in as little time as possible.