Service malfunctions are processed in Incident Management. Slow repair time or incorrect fixes leads to longer production downtime. Also, it is difficult to share knowledge across sites or capture a historical record of fixes, both of which could help solve issues more quickly. The objective here is to restore the malfunctioning services as quickly as possible and with as little impact as possible to operative business. This gives Incident Management a strong perception in daily business. Due to its quick feedback, external effects and the value associated with this is easier to identify than other service processes.