The Incident Management Process About Incident Management in service Management, an incident is defined as any event ... P1 15 mins 4 hrs P2 15 mins 4 biz hrs P3 4 biz hrs 2 biz days P4 1 biz day 5 biz days ... • Target is 80% compliance with SLA definition • P1 Incidents activate on-call procedures • Response must be human (i.e., non ...