"Incident Management in ITSM Explained | ITIL Basics for Beginners (Part 1)"

A practical, beginner-friendly walkthrough of Incident Management in ITSM — what an incident is, how it differs from a service request, how priority is decided, and how a real incident moves from report to closure. In this video: What is an Incident? Incident vs Service Request The Incident Management Lifecycle (8 steps) How Priority is Decided (Impact x Urgency) Real-world example: Laptop / Network Issue Real-world example: CRM Application Down Incident Management Metrics (MTTA, MTTR, FCR, SLA, Backlog, Reopen Rate) Part 2 coming soon. #ITSM #IncidentManagement #ITIL #ITSupport #ServiceDesk