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Incidents is an IT service management category that deals with unplanned events that disrupt or reduce the quality of your service (or threaten to do so). An example of an incident might be a specific instance of application or hardware malfunction such as data issues or network failures.
An incident can also be escalated to a major incident if it represents a critical disruption to a service that requires an emergency response. Learn more about major incidents.
The goal of the Incidents category is to minimize the impact of these issues on business operations, whilst reducing the time to resolution and a return to business-as-usual.