IG1190G AIOps Incident Management v1.0.0

The primary objective of the Incident Management process is to restore the services to the end-users/customers and to recover normal service operations as quickly as possible and in line with the agreed SLAs, minimize the adverse impacts on business operations, thus ensuring that expected levels of service quality are maintained.

The Incident Management process manages the lifecycle of incidents from the detection of the incident until its closure and retrospective analysis, when applicable.

Incident Management is a key process of any operations framework to ensure the quality, availability and performance of the services and to reduce the operational risks.

Because of the different nature of AI software, the massive deployment of AI software in Production introduces new challenges and gaps between traditional Incident Management and AIOps Incident Management, which need to be addressed in the AIOps Service Management framework.