Incident management: an unplanned interruption to a service or a reduction in the quality of service.
By restoring regular service functioning as rapidly as feasible after an occurrence, incident management practices aim to minimize the negative effect of incidents on the organization.
A DevOps Approach to Incident Management Means You Can Still Innovate With ITIL
Collaboration for Incident Management
It is not true that ITIL disallows innovation and that DevOps and IT Service Management (ITSM) and the IT Infrastructure Library (ITIL) are like oil and water. ITIL is a framework from which you can take or leave portions you like and, in fact, this framework provides many useful paradigms for DevOps implementations.
There’s actually lots in common between ITIL and DevOps. ITIL is a set of detailed practices which provides a set of process frameworks. DevOps is primarily a culture of collaboration so there is no reason you cannot have a process framework integrate very well with a culture of collaboration.