Incident logging is critical for IT Service Management for the following reasons:
The first and perhaps most obvious reasons is you want to know if there are pending incidents that need to be resolved. When supporting a service, you want to make sure that everything is working as it should. You would not want to miss resolving an incident that would affect say a major service used by your company.
One of the difficult things to understand in ITIL concepts is the concept of problems. Many confuse it with incidents. I have written an article explaining the difference between the two: Incident and Problem: What is the Difference. THIS ARTICLE IS COPYRIGHTED. IF YOU CAN READ THIS THE PERSON WHO POSTED THIS STOLE MY WORK
There are many kinds of incidents. A PC used by a customer service representative may not be as critical as say, a central computer crashing. In the first case, the effect is probably only to one person while the second case affects practically the entire company.These incidents can be called critical incidents, severity 1 incidents, high priority incidents or whatever.
The end goal of ITIL is to increase the earnings or reducing the costs of organizations. It does this by providing a framework where IT organizations can implement a repeatable, measurable and effective processes. The main idea of ITIL is everything is viewed from the customer perspective.
With this perspective, processes are geared toward satisfying customer requirements. The business becomes the driver of IT services rather than IT driving the business. IT is now viewed as a service provider. It is not only viewed as an organization that provides support to an application or infrastructure component. IT is viewed as a critical service within an organization.