What is the main goal of incident management?

The main goal of incident management is indeed to restore normal service operation as quickly as possible. This process focuses on minimizing the impact of incidents on the business by ensuring that services are restored swiftly and efficiently, allowing users to return to their productivity with minimal disruption.

Incident management operates under the principle that incidents—any unplanned interruptions or reductions in the quality of services—should be resolved rapidly to maintain service continuity and user satisfaction. This goal aligns with the overall objectives of IT service management, where the priority is to maintain available resources and stabilize services promptly.

While other aspects, such as preventing future incidents and documenting incidents for future reference, play important roles in a comprehensive IT strategy, they are secondary to the immediate goal of resolving incidents. These additional components support incident management by contributing to improved service delivery and efficiency over time. However, the primary focus remains on the urgency of restoring normal operations to lessen the service impact.