Document: ITSM simplified: Incident management

This text underscores the criticality of efficient incident management in preventing costly service disruptions and maintaining customer trust. It highlights the role of service configuration management in expediting incident resolution by providing clear visibility into services and their dependencies. By leveraging a CMDB, responders can swiftly assess impacts, identify resources, and contact stakeholders. Additionally, linking configuration items (CIs) to service desks streamlines incident registration and offers insights into responsible parties. Practical tips are provided for prioritizing service documentation, tagging services with priority levels, and assigning clear ownership. The text emphasizes the importance of proactive management to minimize downtime risks and ensure effective incident resolution.