{"id":148368,"date":"2023-09-08T13:15:36","date_gmt":"2023-09-08T16:15:36","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/mastering-incident-management-in-iso-20000\/"},"modified":"2025-12-11T14:40:02","modified_gmt":"2025-12-11T17:40:02","slug":"mastering-incident-management-in-iso-20000","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/","title":{"rendered":"Mastering Incident Management in ISO 20000: The Road to Quick Recovery"},"content":{"rendered":"<p>Hey there, ITSM guys!<\/p>\n<p>Ever had one of those days where things just&#8230;well, broke? In the IT world, hiccups are inevitable, but the real game is in how you handle them. Enter: Incident Management!<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#1_Whats_Incident_Management_All_About\" >1. What&#8217;s Incident Management All About?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#2_The_Goal_Speedy_Recovery\" >2. The Goal: Speedy Recovery!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#3_The_Golden_Rules_of_Incident_Management_in_ISO_20000\" >3. The Golden Rules of Incident Management in ISO 20000:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#4_Dealing_with_Major_Incidents\" >4. Dealing with Major Incidents:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#Conclusion\" >Conclusion:<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"1_Whats_Incident_Management_All_About\"><\/span><strong>1. What&#8217;s Incident Management All About?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Simply put, it&#8217;s about tackling service interruptions whenever they pop up. Whether it&#8217;s your colleague accidentally unplugging a server or an unexpected software bug \u2013 stuff happens.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_The_Goal_Speedy_Recovery\"><\/span><strong>2. The Goal: Speedy Recovery!<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The main aim isn\u2019t always to figure out WHY the issue happened. It&#8217;s about getting things up and running ASAP. Think of it like first-aid for your services. You bandage the wound first, and then look for what caused it.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_The_Golden_Rules_of_Incident_Management_in_ISO_20000\"><\/span><strong>3. The Golden Rules of Incident Management in ISO 20000:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li><strong>Record &amp; Classify:<\/strong> Every incident needs a detailed record. Knowing what&#8217;s broken is half the battle.<\/li>\n<li><strong>Prioritize:<\/strong> Not all incidents are created equal. Rank them based on impact and urgency. A typo on a webpage is a far cry from a complete server meltdown.<\/li>\n<li><strong>To Escalate or Not:<\/strong> Some issues need a higher power \u2013 or, in this case, a higher level of expertise.<\/li>\n<li><strong>Resolution:<\/strong> Get it fixed. Pronto!<\/li>\n<li><strong>Close the Chapter:<\/strong> Once resolved, mark it as closed. But remember, it&#8217;s more of a &#8220;see you later&#8221; than a &#8220;goodbye&#8221;.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"4_Dealing_with_Major_Incidents\"><\/span><strong>4. Dealing with Major Incidents:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><a href=\"https:\/\/itsmhouse.com\/configuration-management-in-iso-20000\/\">ISO 20000<\/a> is clear about bigger IT catastrophes:<\/p>\n<ul>\n<li>Organizations need clear criteria for what constitutes a major incident.<\/li>\n<li>Top management shouldn&#8217;t just be spectators. They should be involved and in the loop for these biggies.<\/li>\n<li>Responsibility should be clear. Someone needs to captain the ship during the storm.<\/li>\n<li>Post-resolution, it&#8217;s not just about patting backs. Review what happened, report it, and see where improvements can be made.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><strong>Conclusion:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>In the dynamic world of IT, incidents are just part of the journey. However, with a robust Incident Management practice (thanks, <a href=\"http:\/\/iso.org\">ISO<\/a> 20000!), these roadblocks can be handled swiftly, ensuring minimal disruption and maximum efficiency. Remember, it&#8217;s not about avoiding falls, but about getting up quickly and learning from them!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hey there, ITSM guys! Ever had one of those days where things just&#8230;well, broke? In the IT world, hiccups are inevitable, but the real game is in how you handle them. Enter: Incident Management! 1. What&#8217;s Incident Management All About? Simply put, it&#8217;s about tackling service interruptions whenever they pop up. Whether it&#8217;s your colleague [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148369,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9435,9433],"tags":[10146,9618,10383,9451,10445],"class_list":["post-148368","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-iso-20000","category-tutorials","tag-incident-management","tag-iso-20000-2","tag-it-best-practices","tag-it-service-management-2","tag-service-interruptions"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Mastering Incident Management in ISO 20000 - PMG Academy<\/title>\n<meta name=\"description\" content=\"Dive deep into ISO 20000:2018&#039;s take on Incident Management. Understand why a hiccup doesn&#039;t have to turn into a service disaster.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mastering Incident Management in ISO 20000: The Road to Quick Recovery\" \/>\n<meta property=\"og:description\" content=\"Dive deep into ISO 20000:2018&#039;s take on Incident Management. Understand why a hiccup doesn&#039;t have to turn into a service disaster.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-08T16:15:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-11T17:40:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"Mastering Incident Management in ISO 20000: The Road to Quick Recovery\",\"datePublished\":\"2023-09-08T16:15:36+00:00\",\"dateModified\":\"2025-12-11T17:40:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/\"},\"wordCount\":347,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg\",\"keywords\":[\"incident management\",\"iso 20000\",\"IT Best Practices\",\"it service management\",\"Service Interruptions\"],\"articleSection\":[\"ISO 20000\",\"Tutorials\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/\",\"name\":\"Mastering Incident Management in ISO 20000 - PMG Academy\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg\",\"datePublished\":\"2023-09-08T16:15:36+00:00\",\"dateModified\":\"2025-12-11T17:40:02+00:00\",\"description\":\"Dive deep into ISO 20000:2018's take on Incident Management. Understand why a hiccup doesn't have to turn into a service disaster.\",\"breadcrumb\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg\",\"contentUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg\",\"width\":2560,\"height\":1707},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Tutorials\",\"item\":\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"ISO 20000\",\"item\":\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/iso-20000\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Mastering Incident Management in ISO 20000: The Road to Quick Recovery\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#website\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/\",\"name\":\"PMG Academy\",\"description\":\"Seu portal de estudos de ITSM, Cyber, EGIT e Projetos \u00c1geis\",\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/sandbox2.institutopmg.com\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\",\"name\":\"PMG Academy\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png\",\"contentUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png\",\"width\":6964,\"height\":2938,\"caption\":\"PMG Academy\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\",\"name\":\"Adriano Martins Antonio\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"url\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"contentUrl\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"caption\":\"Adriano Martins Antonio\"},\"sameAs\":[\"https:\/\/www.facebook.com\/adriano.martinsantonio\"],\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/author\/adrianopmgacademy-coms\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Mastering Incident Management in ISO 20000 - PMG Academy","description":"Dive deep into ISO 20000:2018's take on Incident Management. Understand why a hiccup doesn't have to turn into a service disaster.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/","og_locale":"en_US","og_type":"article","og_title":"Mastering Incident Management in ISO 20000: The Road to Quick Recovery","og_description":"Dive deep into ISO 20000:2018's take on Incident Management. Understand why a hiccup doesn't have to turn into a service disaster.","og_url":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/","og_site_name":"PMG Academy","article_publisher":"https:\/\/www.facebook.com\/PMG.Academy.Brasil","article_author":"https:\/\/www.facebook.com\/adriano.martinsantonio","article_published_time":"2023-09-08T16:15:36+00:00","article_modified_time":"2025-12-11T17:40:02+00:00","og_image":[{"width":2560,"height":1707,"url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg","type":"image\/jpeg"}],"author":"Adriano Martins Antonio","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Adriano Martins Antonio","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#article","isPartOf":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/"},"author":{"name":"Adriano Martins Antonio","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7"},"headline":"Mastering Incident Management in ISO 20000: The Road to Quick Recovery","datePublished":"2023-09-08T16:15:36+00:00","dateModified":"2025-12-11T17:40:02+00:00","mainEntityOfPage":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/"},"wordCount":347,"commentCount":0,"publisher":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage"},"thumbnailUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg","keywords":["incident management","iso 20000","IT Best Practices","it service management","Service Interruptions"],"articleSection":["ISO 20000","Tutorials"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/","url":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/","name":"Mastering Incident Management in ISO 20000 - PMG Academy","isPartOf":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage"},"thumbnailUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg","datePublished":"2023-09-08T16:15:36+00:00","dateModified":"2025-12-11T17:40:02+00:00","description":"Dive deep into ISO 20000:2018's take on Incident Management. Understand why a hiccup doesn't have to turn into a service disaster.","breadcrumb":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#primaryimage","url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg","contentUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/productive-project-discussion-colleagues-scaled-1.jpg","width":2560,"height":1707},{"@type":"BreadcrumbList","@id":"https:\/\/sandbox2.institutopmg.com\/en\/mastering-incident-management-in-iso-20000\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Tutorials","item":"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/"},{"@type":"ListItem","position":2,"name":"ISO 20000","item":"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/iso-20000\/"},{"@type":"ListItem","position":3,"name":"Mastering Incident Management in ISO 20000: The Road to Quick Recovery"}]},{"@type":"WebSite","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#website","url":"https:\/\/sandbox2.institutopmg.com\/en\/","name":"PMG Academy","description":"Seu portal de estudos de ITSM, Cyber, EGIT e Projetos \u00c1geis","publisher":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/sandbox2.institutopmg.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization","name":"PMG Academy","url":"https:\/\/sandbox2.institutopmg.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png","contentUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png","width":6964,"height":2938,"caption":"PMG Academy"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/PMG.Academy.Brasil"]},{"@type":"Person","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7","name":"Adriano Martins Antonio","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","url":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","contentUrl":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","caption":"Adriano Martins Antonio"},"sameAs":["https:\/\/www.facebook.com\/adriano.martinsantonio"],"url":"https:\/\/sandbox2.institutopmg.com\/en\/author\/adrianopmgacademy-coms\/"}]}},"_links":{"self":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148368","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/users\/85233"}],"replies":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/comments?post=148368"}],"version-history":[{"count":2,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148368\/revisions"}],"predecessor-version":[{"id":149242,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148368\/revisions\/149242"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media\/148369"}],"wp:attachment":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media?parent=148368"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/categories?post=148368"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/tags?post=148368"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}