Which IT service management process aims to minimize the impact of incidents on the business?

The process that aims to minimize the impact of incidents on the business is Incident Management. This process is fundamentally focused on restoring normal service operations as quickly as possible when an incident occurs, thereby minimizing disruption to the business. Incident Management involves various activities such as logging incidents, categorizing them, prioritizing their resolution based on business impact, and communicating effectively with users throughout the process.

While all the mentioned processes play vital roles in IT service management, Incident Management specifically targets the immediate response to disruptions, ensuring that services are restored quickly to maintain business continuity. By addressing incidents promptly and efficiently, this process protects the organization from extended downtime and the associated negative effects on productivity and service quality.

In contrast, Problem Management deals with identifying the root causes of incidents and preventing their recurrence, Change Management focuses on managing changes to the IT environment to minimize risk, and Configuration Management involves maintaining information about the configuration of IT assets. While these processes support overall service continuity and improvement, they do not directly deal with the immediate impact of incidents in the same direct manner as Incident Management does.