Incident Management is the process of responding to an unplanned event or service interruption to restore the service to its operational state. According to ITIL (IT Infrastructure library), “the incident management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.” Incidents are events of any kind that disrupt or reduce the quality of service (or threaten to do so). A business application going down is an incident. A crawling-but-not-yet-dead web server can be an incident, too. It’s running slowly and interfering with productivity. Worse yet, it poses the even-greater risk of complete failure.