Information technology services are essential for any company that wants to keep competitive in the market. All business units and productions process are supported by computers, mobile devices, applications, etc. In this scenario, quality and working IT services becomes crucial for organizations. What if an IT service fail? A dedicated process in the Information Technology Service Management (ITSM) library deals with fails: Incident Management. An incident is a failure or loss of quality perceived in a service. When an incident is noticed, the user – so called end user – needs to report the fault for responsible IT support teams to work on its resolution.