Incident Management

Incident management or incident response management is dedicated to identifying and resolving incidents that endanger or disrupt IT services and processes within an organization. Incident management is a component of IT service management (ITSM). 

Rapid damage limitation: the importance of incident response
The main task of incident response management is to keep operations running with as little interruption as possible or to limit downtime as much as possible. Typical scenarios include the restoration of lost data and configurations from backups or the replacement of broken hardware. The aim is to ensure that the organization suffers as little damage as possible due to lost productivity and/or unfulfilled obligations.

Ticketing systems: an example of efficient incident response
A classic example is the use of a ticketing system. With its help, user requests are recorded centrally, for example. If possible, the problem is solved automatically by the IT admins. The problem and solution can then be saved as best practice. Similar problems that arise in the future can then be resolved with minimal effort and in the shortest possible time by re-executing the saved workflow. 

Ideally, incidents are not only analyzed and resolved quickly, but their occurrence is prevented in advance. Recurring incidents can be detected by DEX solutions, for example, and can be avoided through proactive incident management.