The purpose of incident management in IT service delivery is to restore normal service operation as quickly as possible while minimizing the impact on the business. This process involves identifying, recording, classifying, and resolving incidents—unplanned disruptions or reductions in service quality. Effective incident management helps maintain service availability and enhances user satisfaction by ensuring efficient responses to issues. Additionally, it provides valuable data that can be analyzed to improve IT services and prevent future incidents, thereby contributing to overall organizational performance.