Incident management is the process that an organization uses to respond to and manage the lifecycle of IT service disruptions. It involves identifying and resolving issues as quickly and efficiently as possible in order to minimize downtime and disruption. The incident management process consists of seven steps: identification, triage, investigation, resolution, communication, closure, and review. By following these steps, organizations can ensure prompt attention and resolution of incidents, creating a better customer experience for their users. Streamlining this process can help reduce costs, improve customer satisfaction, and provide more reliable IT services.