IT incident management is a fundamental operational process designed to ensure rapid service restoration. This process is typically assigned to the help desk but is also very much entrenched in the day-to-day of DevOps. When incident management goes right, service is restored quickly and the impact on productivity, continuity, and customer satisfaction is minimal.

Moving full speed ahead into 2021, a year that is slated to be marked by unpredictability, fast-paced change, and (still) a lot of disruption – no organization can afford to allow such disorder to impact productivity, operations, and the business overall.