Which process is responsible for managing the lifecycle of all incidents?

The process responsible for managing the lifecycle of all incidents is Incident Management. This process is designed to restore normal service operation as quickly as possible with minimal disruption to the business. It encompasses the identification, logging, categorization, prioritization, diagnosis, resolution, and closure of incidents.

Incident Management ensures that all incidents are handled consistently and systematically. It provides a framework for organizations to respond to unexpected interruptions in service, enabling the efficient allocation of resources and minimizing downtime. The goal is to ensure that incidents are resolved effectively and that users experience minimal impact on their productivity.

Other processes, while essential to IT service management, serve different functions. Change Management addresses the need for managing changes in the IT environment to minimize disruptions. Problem Management focuses on identifying and resolving the root causes of incidents to prevent recurrence. Service Request Management deals with handling service requests from users and may include incidents, but it is not solely responsible for managing incidents throughout their entire lifecycle. Therefore, Incident Management is distinctly the process that directly oversees the complete handling of incidents from start to finish.