Incident Management

Incident management is the organised process for responding to something that has gone wrong, from the first alarm to getting service back to normal. It covers spotting the problem, telling the right people, fixing it and then recording what happened so it can be learned from.

It is like a fire drill made real: everyone knows their role, so the response is quick and calm rather than chaotic. Incident management matters because how fast and cleanly you handle a bad day, such as an outage or a mistake, often shapes what customers remember more than the fault itself.