$($a$)$ Define Incident Management and discuss its importance in IT Service Management. Provide

examples of common incidents and how they are typically managed within organizations. $[10$ marks$]$

$($b$)$ Explain the key steps involved in the Incident Management process according to ITIL guidelines.

Discuss the roles and responsibilities of stakeholders involved in managing incidents. $[10$ marks$]$

$($c$)$ Discuss the challenges organizations may face in implementing effective Incident Management

practices and propose strategies to overcome these challenges.