What is the primary purpose of Incident Properties in ITSM?

The primary purpose of Incident Properties in ITSM is to customize incident handling settings. This involves specifying how incidents should be managed and processed within the IT service management framework. Incident Properties can include various configurations, such as priority settings, workflow definitions, and escalation rules, which directly impact how incidents are categorized, prioritized, and resolved.

By customizing these settings, organizations ensure that their incident management processes align with their specific operational needs and service level agreements. This customization leads to more efficient handling of incidents, enabling teams to respond appropriately to varying levels of urgency and complexity.

While tracking changes to incident records and generating reporting metrics are essential functions within ITSM, they are not the primary focus of Incident Properties. Instead, they are more operational aspects that support continuous improvement and insights about incident management effectiveness.