Question $1[30$ marks$]$

ITIL is part of a portfolio of best practice publications $($known collectively as Best Management Practice or BMP$)$ aimed at helping organizations and individuals manage projects, programmes, and services consistently and effectively $($Steinberg$,2011$:$8).$

Read the indicated sections of the books and answer the questions:

ITIL V$4\mathrm{.}0$ Steinberg, $2019($pages$114-116)$ and ITIL V$3\mathrm{.}0$ Steinberg, $2011($pages $73-84)$

$($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. $[10$ marks$]$