Which ITIL process is used to restore normal service operation as quickly as possible?

Service level management is concerned with defining, agreeing, monitoring, and reporting on service levels and SLAs, not with restoring disrupted services.

ITIL defines incident management with the primary objective of restoring normal service operation as quickly as possible following an incident. The process covers detection, logging, categorization, prioritization, diagnosis, escalation, resolution, and closure - all oriented around minimizing downtime and business impact rather than finding root causes.

Problem management focuses on investigating the root cause of incidents to prevent future recurrence, not on the immediate restoration of service.

Availability management aims to ensure IT services meet agreed availability targets through planning and improvement, not through reactive incident restoration.