ITIL Incident Management | HelpSystems

ITIL Incident Management | ITIL Version 2

ITIL offers a framework of structured, scalable, best practices and processes that organizations can adopt and adapt to fit their own operations. 

Learn how capacity management helps prevent incidents

What is ITIL Incident Management?

ITIL incident management (IM) is the practice of restoring services as quickly as possible after an incident. And it’s a main component of ITIL service support.


ITIL incident management is a reactive process. You can use IM to diagnose and escalate procedures to restore service. So, it’s not a proactive measure.

Common ITIL incident management activities include:

  • Detecting and recording incident details
  • Matching incidents against known problems
  • Resolving incidents as quickly as possible
  • Prioritizing incidents in terms of impact and urgency
  • Escalating incidents to other teams to ensure timely resolution

Why Should I Implement ITIL Incident Management?

It’s important for any IT department to have a plan for managing incidents. After all, no matter how good you are at predicting events, an incident can still happen.

Here are the top four ways implementing ITIL incident management will help you.

1. Maintaining Service Levels

When it comes to meeting service level agreements (SLAs), avoiding incidents is ideal. Using a risk mitigation solution can help you with this.

But you still need to have a plan in place to keep your service up and running—just in case an incident happens. That’s where ITIL incident management comes in.

You can use incident management to outline how you’ll deal with incidents and resolve them as quickly as possible. Of course, using the right infrastructure monitoring software can help with this.

2. Meeting Service Availability Requirements

Your business can’t afford downtime. It’s important that you’re able to consistently meet service availability requirements.

ITIL incident management processes can make this easier. You can use these processes to define how you’ll detect incidents.

And remember, time is of the essence. Consider a performance management solution to help you keep a finger on the pulse of your availability.

3. Increasing Staff Efficiency and Productivity

Your staff should be skilled in ITIL incident management. But they should also have tools they can use to keep a better handle on it.

Consider using performance and capacity management software. This can help free up staff time, so they can be more productive. Meanwhile, you won’t have to worry about manually monitoring for incidents.

4. Improving User Satisfaction

Your customers—and employees, for that matter—don’t want to be disrupted by incidents. Practicing ITIL incident management processes can help you improve their satisfaction, too.

Here’s how. Employing these measures will help you ensure incidents are avoided if possible—or speed up restoration if not. Using capacity planning software can be a smart step to ensure your users are kept happy. 



Start implementing ITIL with capacity management

Learn what you need to get started with a capacity management practice and how to choose tools to support this aspect of ITIL. 

Or learn more about Vityl Capacity Management