- An IT service management process area. The first goal of incident management is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. “Normal service operation” is defined as service operation within service-level agreements (SLAs). ISO 20000 defines the objective of incident management as: “To restore agreed service to the business as soon as possible or to respond to service requests.” ← Wikipedia
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