Which process is responsible for the detection and recording of incidents?

The process responsible for the detection and recording of incidents is Incident Management. This process is specifically designed to handle incidents, which are defined as unplanned disruptions or reductions in the quality of IT services. The primary goals of Incident Management include restoring normal service operation as quickly as possible and minimizing the impact on the business.

Incident Management begins with the identification of an incident, which can be reported through various channels such as user calls, alerts from monitoring tools, or automated systems. Once detected, incidents are logged in an incident management system, where they can be tracked and managed through their lifecycle. This includes categorizing, prioritizing, investigating, diagnosing, and eventually resolving the incident.

In contrast, Problem Management focuses on identifying the root causes of incidents and preventing future occurrences rather than the immediate response to incidents. Change Management is concerned with how changes to the IT environment are planned and executed while minimizing risk, and Service Request Management deals with handling user requests that are not incidents, such as requests for new services or information. Therefore, the core responsibility of detecting and recording incidents falls squarely within the scope of Incident Management.