In short, Incident Management is a process of IT Service Management (ITSM).

This process is focused on returning the performance of your organization’s services to normal as quickly as possible. Ideally, in a way that has little to no negative impact on your core business.

This means incidents sometimes rely on temporary workarounds, while you identify the root problem of an incident afterwards.

Incidents are logged, and the process of solving them is recorded.

Have you helped the caller of the incident?

Then the incident can be resolved and closed.