An 'Incident' is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service. The objective of The Information Technology Infrastructure Library (ITIL) is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.

The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations. It also gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.

Features:
Security Management.
The ITIL-process Security Management describes the structured fitting of information security in the management organization. ITIL Security Management is based on the code of practice for information security management now known as ISO/IEC 27002. A basic goal of Security Management is to ensure adequate information security. The primary goal of information security, in turn, is to protect information assets against risks, and thus to maintain their value to the organization.
The Service Support.
This ITIL discipline focuses on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions.
The Service Desk/ Service Desk Request Management.
handles incidents and requests, and provids an interface for other ITSM processes.
The Incident Management.
aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service-quality and -availability are maintained.
Problem Management.
Problem Management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors...
Change Management.
Change Management aims to ensure that standardised methods and procedures are used for efficient handling of all changes...
Release Management.
Release Management is used by the software migration team for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure.	...
IT Service Continuity management..
IT Service Continuity management covers the processes by which plans are put in place and managed to ensure that IT Services can recover and continue even after a serious incident occurs. It is not just about reactive measures, but also about proactive measures - reducing the risk of a disaster in the first instance.
Financial Management for IT Services.
IT Financial Management comprises the discipline of ensuring that the IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organization can understand the costs of its IT services.
ICT Design and Planning.
ICT Design and Planning provides a framework and approach for the Strategic and Technical Design and Planning of ICT infrastructures.  ICT Design and Planning drives both the Procurement of new ICT solutions through the production of Statements of Requirement ("SOR") and Invitations to Tender ("ITT") and is responsible for the initiation and management of ICT Programmes for strategic business change.
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