A close friend of mine has a saying that I always remember “All roads lead through incident management”. We know that the primary goal of the incident management process is to restore normal service operations as quickly as possible and to minimize any adverse impact on business operations. This will insure the highest levels of service quality and availability are delivered to the user community, guaranteeing that the business is receiving value and facilitating the outcomes it wants to achieve. The value this process produces for the business is in the ability to: detect and resolve incidents quickly, resulting in higher availability of IT services. align IT activities to real time business priorities and dynamically allocate resources as necessary. identify potential improvements to services, through the analysis of incident trends. So it sounds like we have everything covered as long as we handle all incidents in the same consistent and proceduralized manner. Well not so fast