Learn in the textbookResponding to Demand and Operational Processes
DefinitionIncident management (インシデント管理) is the activity of returning a service to its normal state as quickly as possible when it suffers an outage or drop in quality (an incident), keeping the impact on business small.
ExplanationPriority is decided by combining the size of the business impact with the urgency of the response. Even if the cause is not yet known, a workaround (回避策, or the loanword ワークアラウンド) that lets business continue by other means is used first if one exists. When the front desk alone cannot resolve it, the case is handed over to specialist staff.
AnalogyIt is like getting a flat tire while driving: before taking it to a garage, you first put on the spare so the car can be driven again.