Incident Management receives an incident from the Service Desk (via the Request Fulfillment process).  The primary objective of Incident Management is to get the user up and running as quickly as possible.  This may involve providing a workaround or fix, but does not necessarily mean getting to the root of what caused the incident.  (That is handled by Problem Management.) 

Incidents may also come from the Event Management process when operational monitoring events justify a need to resolve a detected incident. 

There is an incident life-cycle that works to recover an incident using a specific recovery option.  Every incident is recorded in an incident record.  

Every incident has a category and a priority. 

Incidents that are not resolved may undergo escalation to higher levels of support.