Incident management for IT Support Academy involves a systematic approach to identifying, categorizing, prioritizing, and resolving IT-related issues to ensure minimal disruption to operations. The process begins with incident identification, where user-reported or system-detected issues are logged into a centralized ticketing system. Incidents are then categorized based on their nature and prioritized according to their impact and urgency. The first-line support team attempts initial troubleshooting, and if necessary, escalates the issue to specialized IT teams for further investigation and resolution. Throughout the process, regular communication is maintained with users and stakeholders to provide updates on resolution status. Once the incident is resolved, it is verified with the user before closure, and all details are documented for future reference. A post-incident review helps identify root causes, implement preventive measures, and improve response strategies. By following this structured approach, IT Support Academy ensures efficient incident handling, reducing downtime and enhancing overall service reliability.