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Incident Management

Incident Management (IM) is the process responsible for restoring 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

The purpose is to ensure timely resolution of all Incidents, and to allow for rapid escalation, when required, with the proper communication to management. This escalation process is one of the driving principles behind the Incident Management process.

Benefits