What is the primary goal of incident management in IT?

The primary goal of incident management in IT is to restore normal service operations as quickly as possible. This process is vital in minimizing the impact of service disruptions on business operations and ensuring that users can continue to access the services they rely on. Incident management focuses on employing timely response and resolution practices to address issues that arise, which helps maintain organizational productivity and user satisfaction.

When incidents occur, the objective is to assess the situation, diagnose the problem, and implement a solution or workaround to restore functionality swiftly. This proactive approach helps prevent prolonged downtime, thereby maintaining the operational integrity of IT services.

While enhancing the user experience, maintaining a log of incidents, and identifying potential threats are important aspects of IT management, they serve to support the overarching goal of minimizing disruption and ensuring services are restored efficiently. The focus remains primarily on achieving a rapid return to normal service rather than on the ancillary benefits or activities associated with incident management.