Why is ITSM important and can you explain the incident management cycle?

Can you explain the importance of ITSM and the incident management cycle? There is a lot of information available, but it is a bit overwhelming and I’m not sure where to start. I would like to share this with my work colleagues. Thank you.

Hi there!

Of course, we are happy to provide a general overview of ITSM and incidence management.

To the point - IT systems are quite complex and problems are bound to arise. These problems or incidences should be recognized systematically, effectively addressed, and followed up on in a structured manner. This is where IT Service Management comes in!

ITSM requires a modern incident management approach, ideally consisting of five stages: Preparation, Detection and Alerting, Containment, Recovery, and Analysis. Organizations that neglect parts of the full incident management cycle take unnecessary risks. They run the risk of teams responding incorrectly to incidents, which can prolong incidents and result in higher costs.