What is the main goal of incident management?

The primary aim of incident management is to restore normal service operation as quickly as possible while minimizing the impact on business operations. This focus on swift resolution is crucial for maintaining service quality and ensuring that users can continue their work with minimal disruption. It encompasses the identification, logging, categorization, prioritization, and resolution of incidents, which are defined as unplanned interruptions to service or reductions in quality.

Prompt incident resolution helps to reduce downtime and ensure that services remain available, directly supporting business continuity and overall productivity. The effectiveness of incident management can greatly enhance user satisfaction and trust in IT services, as users can rely on a quick response to issues.

In contrast, the other choices focus on different aspects of IT service management. Creating new services, for instance, relates more to service design and transition rather than addressing current incidents. Designing future IT services is a proactive measure, while incident management is reactionary and focuses on restoring services that are already disrupted. Decreasing operational costs can be an indirect benefit of effective incident management but is not the central goal. The primary focus is clearly on quick restoration to ensure ongoing business functionality.