ITIL Incident Management
ITIL Incident Management is a core process within the ITIL (Information Technology Infrastructure Library) framework that focuses on restoring normal service operation as quickly as possible after an incident, minimizing adverse impacts on business operations. It involves logging, categorizing, prioritizing, diagnosing, and resolving incidents, as well as communicating with users throughout the process. The goal is to ensure that agreed service levels are maintained and that incidents are handled efficiently to reduce downtime and disruption.
Developers should learn ITIL Incident Management when working in IT service management (ITSM) roles, especially in organizations that rely on ITIL practices for service delivery and support. It is crucial for roles involving system administration, DevOps, or SRE (Site Reliability Engineering) where rapid incident response and resolution are needed to maintain service availability and meet SLAs (Service Level Agreements). Understanding this process helps in structured incident handling, improving collaboration with support teams, and aligning development practices with operational stability.