The incident is a term which is used in the IT companies to keep a track of any disruption or down-gradation to the offered services. The products which we receive from the internal or external IT teams are in the form of services.
These services mean that the company has laid down a process for you, as per which a product would work. For example, when you log into your work laptop; it asks for a username and password every time.
This username and password are saved in active directories by the IT team and when you enter your password, same is authenticated and you login. The process of validation is a kind of service. If this doesn’t work and you face issues in log into your system, it would be called an incident.
As these incidents directly or indirectly impact the business and the revenue of the organization; IT teams hire individuals which are ITIL certified (not a mandate in some companies) to work on them. These individuals have mentioned responsibilities –
Incident manager, in short, is responsible for driving the issue in the correct direction and getting it fixed in the shortest time possible.