What practice aims to minimize the impact of incidents on the business?

The practice that aims to minimize the impact of incidents on the business is Incident Management. This practice involves the systematic approach to handling incidents, which are disruptions or reductions in the quality of IT services. The primary objective of Incident Management is to restore normal service operation as quickly as possible and to minimize the adverse effects on business operations. By efficiently managing incidents, organizations can ensure that their services remain available and reliable, which is crucial for maintaining customer satisfaction and business continuity.

Incident Management includes processes for logging, categorizing, prioritizing, and resolving incidents. It emphasizes swift incident resolution, often through predefined workflows and escalation processes. This practice focuses on quick fixes and recovery to mitigate impacts rather than delving into the root cause, which is a function of other practices.

While the other choices have their respective roles within IT service management, they focus on different aspects. Service Request Management deals with handling requests for new services or support, Problem Management aims to identify and resolve the underlying causes of incidents to prevent recurrences, and Change Control is concerned with managing changes to minimize risk and disruption. Each of these practices complements Incident Management, but none are primarily focused on quickly restoring service operations and mitigating incident impacts.