|The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and
minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and
availability are maintained. ‘Normal service operation’ is defined here as service operation within SLA limits. Incident
Management includes any event which disrupts, or which could disrupt, a service. This includes events which are
communicated directly by users or OMES staff through the Service Desk or through an interface from Event Management to
Incident Management tools.