What is Incident Management? — UK Software Development Guide
Direct Answer
Incident Management is the process of identifying, responding to, and resolving incidents that affect a software system's availability, performance, or security. An incident is any unplanned interruption to a service or reduction in quality. Incident management includes: detection, triage, communication, resolution, and post-incident review (PIR).
Incident-management in the UK
Incident management has significant UK regulatory implications. UK GDPR Article 33: personal data breaches must be reported to the ICO within 72 hours of becoming aware — incident management processes must identify data breaches quickly and trigger GDPR breach notification. FCA operational resilience: regulated firms must have documented incident management procedures and test them regularly. NHS DSP Toolkit Standard 7 requires formal incident management processes including reporting to NHS Digital for serious incidents. ClickMasters SLA-backed maintenance retainers include incident response with defined P1/P2/P3 response times.
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