Incident in ITIL Foundation
Mission of Incident Management process is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring the best possible levels of service and availability are maintained.
Incident, Problem and Known Error definitions in ITIL
Common definitions and language are the key factors in communication. That's why ITIL has its own language and set of specific words widely used by all people working in ITIL environment. Below are definitions for the incident, problem and known error.
Scope of Incident Management
For many people it will be very difficult to asses the scope of Incident Management Management Process as it is very very wide process. It can include anything that relates to customer service