What is the primary goal of incident management in an organization?

The primary goal of incident management in an organization is to manage incidents efficiently and minimize their impact on business operations. This focus ensures that when incidents occur—such as service disruptions, security breaches, or system failures—the organization can respond promptly and effectively. By doing so, incident management seeks to restore normal service operation as quickly as possible, thereby reducing the potential for downtime and ensuring continuity of critical business functions.

Through a structured approach to incident identification, logging, categorization, prioritization, and resolution, incident management directly supports the organization's ability to maintain productivity and service quality. It is about ensuring that the business can operate smoothly, safeguarding not just the technology involved but also the overall user experience and service delivery.

While compliance with regulatory requirements, increasing staff productivity, and reducing operational costs may be secondary benefits of good incident management, they are not the primary focus. The essence of incident management lies in its immediate impact on business operations and the structured methodology employed to mitigate disruptions.