An “incident” is defined as an unplanned interruption to an IT service, the reduction in the quality of an IT service or the failure of a CI that has not yet impacted an IT service. The purpose of incident management is to restore a service to normal operations as quickly as possible by minimizing the impact of incidents on IT services. Incident Management is the process responsible for managing the lifecycle of all incidents by ensuring, that standardized methods and procedures are utilized to record, respond and report on all incidents. Additionally this process should increase the visibility and communication of incidents to the business and the IT support staff and thereby allowing greater alignment of incident management to the overall IT and business strategies. In a normal IT environment the IT organization may be dealing with a large number of incidents and many of these are repeatable, something that has happened before and very well may happen again in the future. I