ITIL Incident Management: A Practical Guide to the Framework
Incidents are inevitable. Inconsistent incident response doesn't have to be. Without a defined process, the same outage can be handled completely differently depending on who's working. One technician immediately recognizes the issue. Another spends 30 minutes reconstructing context. A third escalates it to the wrong team. ITIL incident management provides a framework for replacing that variability with a repeatable process.
