Incident Management
Incident management restores normal service as quickly as possible after disruption, while minimising business impact and protecting service quality.
Ashley Jones
Incident Manager
As an Incident Manager, I play a crucial role in ensuring the smooth operation of services across our technology estate. I coordinate responses to incidents, aiming to minimise disruption and restore services as quickly as possible. I work closely with teams to analyse incidents, all with the goal of maintaining high service availability and customer satisfaction. My proactive approach is essential in navigating challenges and ensuring that business operations run seamlessly.
Incident management in ITIL 4 is the practice that aims to restore normal service operation as quickly as possible after an unplanned interruption or reduction in service quality, while minimising the impact on the business.
The goal of incident management is to:
- restore service quickly
- reduce business disruption
- maintain service quality and availability
- ensure users can get back to normal working as soon as possible
Major Incident Management
These example documents showcase our approach to Major Incident Management and Post-Incident Review. They demonstrate how structured incident response, clear communication, and effective post-incident analysis help organisations minimise disruption, restore normal service quickly, and identify lasting improvements for the future.
