IT incident management
Incident Management
Incident Management is the process of managing IT incidents throughout the incident lifecycle. Incident management ensures that normal service operation is restored as quickly as possible, and minimizes business impact.
What is an IT incident?
ITIL® (Information Technology Infrastructure Library) defines an incident as an unplanned interruption to or quality reduction of an IT service.
Primary objectives
The primary objectives of incident management are:
- Return the IT service to users as quickly as possible.
- Minimize adverse impact on the business.
- Maintain the best possible levels of service availability and quality.
Benefits and value to Rutgers
- Reduced downtime and higher service availability
- Alignment of IT activity to real-time business priorities
- Ability to identify potential improvements to IT services
- Identify additional service opportunities and training gaps
Contact us
To learn more or onboard to IT incident management, email us at smo-support@oit.rutgers.edu.