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Incident/Problem Management is the resolution and prevention of incidents that affect the normal running of an organisationís IT services. This includes ensuring that faults are corrected, preventing any recurrence of these faults, and the application of preventative maintenance to reduce the likelihood of these faults occurring in the first instance.
See the ITIL Toolkit for more information on both Incident Management and Problem Management.
Incident/Problem Management and IT Security
The effective practice of both Incident and Problem Management will ensure that the availability of IT services is maximised, and could also protect the integrity and confidentiality of information by identifying the root cause of a problem.
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