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ITIL ® Incident Management. Last Updated: 12/ 22/ Each " Best Practice Insights" booklet highlights important elements from the latest version of ITIL so that you can quickly understand key changes and cident Management Key definitions Incident • unplanned interruption to an IT service • reduction in the quality of an IT service • failure of a CI that has not yet impacted an IT cident Management Incident management ( IM) refers to activities undertaken to restore normal service operation as quickly as possible while minimizing adverse impact on business / DevOps incident management software is an end- to- end solution that responds to, reports on, investigates digital incidents or errors and overall works towards incident resolution IT/ DevOps incident management software helps IT professionals, DevOps teams, and other technology professionals Security Incident Management in Microsoft Office 365 from Official Microsoft Download Center.