Simple definition
Incident management aims to restore normal service as quickly as possible while reducing disruption to business operations.
Purpose and use
Incident management aims to restore service after an unplanned interruption or degradation.
How does it work?
It organizes identification, assessment, priority, ownership, communication and verification of restoration.
Example and verification
During an incident, maintain coordination and a shared timeline, then validate service from affected users' perspectives.
Points to watch
Fast restoration can use a workaround without resolving the underlying cause. A closed ticket alone does not prove the defect disappeared.
In short
Connect restoration and cause analysis while keeping their operational objectives distinct.