Definition

incident management (IcM)

What is incident management (IcM)?

Incident management (IcM) is an area of IT Service Management (ITSM) that involves returning service to normal as quickly as possible after an incident, in a way that has little to no negative impact on the business. In practice, incident managment often relies upon temporary workarounds to ensure services are up and running while the incident is investigated, the root problem identified and a permanent fix put in place.

In this context, an incident is an event that disrupts normal operation. A problem is an underlying issue that could lead to an incident; problem management consists of the measures taken to prevent that occurence.

Related glossary terms: dynamic link library (DLL), HPFS (High Performance File System), Electronic Funds Transfer (EFT), ISA (Industry Standard Architecture), ASPI driver (Advanced SCSI Programming Interface driver), red screen of death, PXE (Preboot Execution Environment), Microsoft Office SharePoint Server (MOSS), MetaFrame, restore point

This was last updated in September 2008

Posted by: Margaret Rouse

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