This process is primarily aimed that normal service operation is restored as quickly as possible and the business impact is minimized after a disruption at the user level. Incident Management Life-cycle has significant impact for the business/organization. This process should be able to respond to wide range of emergencies. Problem Management deals with solving the underlying cause of one or more incidents.
The objective of this process is to eliminate recurring incidents, to handle unplanned and unexpected interruption to a service and to minimize the impact of incidents that cannot be prevented. An Incident’s priority is usually determined by assessing its impact and urgency.