What process is responsible for managing the lifecycle of all incidents?

Incident Management is the process specifically designed to manage the lifecycle of all incidents within an IT service environment. This includes the identification, logging, categorization, prioritization, diagnosis, escalation, resolution, and closure of incidents. The primary goal of Incident Management is to restore normal service operation as quickly as possible while minimizing impact on the business, ensuring that service quality is maintained and that end-users are kept informed throughout the process.

This focus on the entire lifecycle ensures that incidents are handled efficiently and effectively, enabling organizations to respond quickly to service disruptions. Incident Management plays a crucial role in maintaining service reliability and customer satisfaction, making it a fundamental aspect of IT service management as outlined by ITIL principles.

In contrast, Change Management focuses on managing changes to IT services to minimize risks and disruptions, Service Request Management deals primarily with fulfilling user requests for services or information, and Problem Management aims to manage the lifecycle of problems to prevent incidents from occurring, making their purposes distinctly separate from that of Incident Management.