Which process is concerned with the resolution of incidents?

The process concerned with the resolution of incidents is Incident Management. This process is fundamentally designed to restore normal service operation as quickly as possible while minimizing disruption to the business. Incident Management focuses specifically on handling incidents—unplanned interruptions or reductions in the quality of IT services—by logging, categorizing, prioritizing, investigating, and resolving these incidents.

The goal is to return the service to the agreed service level, ensuring that business operations can continue with minimal impact. This can involve troubleshooting issues and coordinating with other IT service management processes, making it clear that Incident Management is crucial for maintaining service continuity and user satisfaction.

In contrast, Change Management oversees the process of making changes to IT services and infrastructure with minimal risk and disruption. Service Level Management ensures that IT services are delivered in accordance with agreed-upon service levels. Problem Management focuses on identifying the root causes of incidents to prevent future occurrences, rather than just resolving individual incidents. Each of these processes plays an important role in ITSM, but Incident Management is the specific process focused solely on the resolution of incidents.