What is within the scope of Incident Management?

The resolution of all incidents as quickly as possible is a core objective of Incident Management in IT Service Management (ITSM). This process is focused on restoring normal service operation as swiftly as possible following an incident, minimizing any negative impact on business operations. The main goal is to ensure that interruptions are addressed promptly and efficiently to maintain service quality and end-user satisfaction.

Incident Management encompasses various activities such as incident identification, logging, categorization, prioritization, investigation, diagnosis, and resolution, all aimed at rapid restoration of services. This focus on speed and efficiency is fundamental to the effectiveness of IT services, ensuring minimal downtime and disruption to users.

Additionally, while the other options may represent important functions within an IT organization, they do not fall under the specific scope of Incident Management. Financial metrics, the development of new IT services, and training staff all relate to different ITSM processes such as financial management, service design, and training initiatives, respectively, rather than the handling of incidents directly.