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This article is devoted to the analysis of modern approaches and methods used for incident analysis and management in the field of information technology. The author analyzes the principles and conditions of using incident analysis methods in relation to IT systems. Special attention is paid to the application of data analysis methods and machine learning in incident management (ITSM). The article also discusses the problems associated with the increasing complexity of the IT infrastructure and the need for rapid response to incidents. Recommendations on the implementation of effective practices and tools to increase the stability of IT systems and minimize the consequences of failures are proposed. The work will be useful for IT security specialists, infrastructure management and data analysts.
ITIL, information technology, incident, incident analysis methods, IT incident management, incident classification
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