Incident management is one of the most visible ITIL practices because it deals directly with restoring services when disruptions occur. In this episode, we’ll explain how the purpose of incident management is to minimize negative impact by restoring normal operations as quickly as possible. An incident can be anything from a password reset request to a system outage affecting thousands of users. What matters is the response: prioritizing incidents, resolving them efficiently, and communicating clearly with stakeholders throughout the process.

We’ll also connect this to real-world examples such as responding to a network outage or troubleshooting a failed update. The exam will often test your ability to recognize the goal of incident management, which is not to prevent problems but to restore service quickly. By internalizing this distinction, you’ll be ready to answer scenario questions with clarity. This episode was produced by BareMetalCyber.com.