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Customer-facing and focused on its main objectives which are to drive and improve service to and on behalf of the business. Operationally, its objective is to provide a single point of contact (SPOC) providing advice, guidance and the rapid restoration of normal services to its Customers and Users.
IITIL Incident Management
An incident is defined as ‘any event which is not part of the standard operation of a service and which causes, or may
cause, an interruption to, or a reduction in, the quality of that service’. The aim of the Incident Management Process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.