Understanding Incident Management Process

An incident refers to any unexpected event that disrupts systems or applications. The importance of an incident management process has increased due to higher user and customer expectations for service availability, reliability, and performance. The process aims to prevent or mitigate the impact of incidents on users by responding promptly and resolving problems quickly. Change is identified as the most common cause of incidents in systems, and preventing incidents does not necessarily mean slowing down change. Instead, organizations focus on making smaller, frequent changes to reduce failure rates and the time it takes to restore service.