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Incident Management (IcM) is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within service-level agreement (SLA). It is one process area within the broader ITIL and ISO 20000 environment. ISO 20000 defines the objective of Incident management (part 1, 8.2) as: ''To restore agreed service to the business as soon as possible or to respond to service requests.'' Incidents that cannot be resolved quickly by the help desk will be assigned to specialist technical support groups. A resolution or work-around should be established as quickly as possible in order to restore the service. == Definition == ITIL 2011 defines an ''incident'' as: :''An unplanned interruption to an IT Service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident — for example, failure of one disk from a mirror set''. The ITIL incident management process ''ensures that normal service operation is restored as quickly as possible and the business impact is minimized.'' ISO 20000-1:2011 defines an ''incident'' (part 1, 3.10) as: :''unplanned interruption to a service, a reduction in the quality of a service or an event that has not yet impacted the service to the customer'' Incidents are the result of service failures or interruption. The cause of incidents may be apparent and may be addressed without the need for further action. Incidents are often assigned priorities (e.g. P1, P2, P3, P4 or High, Medium, Low) based on the impact and urgency of the failure or interruption. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Incident management (ITSM)」の詳細全文を読む スポンサード リンク
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