What is a key activity of incident management?

Identifying and resolving service hazards is a fundamental activity of incident management because it directly relates to the process of ensuring that IT services are delivered smoothly and effectively. Incident management aims to restore normal service operation as quickly as possible while minimizing disruption to the business. By focusing on identifying and resolving service hazards, organizations can proactively reduce the risk of issues occurring and enhance the overall stability of their service delivery. This process typically involves logging incidents, categorizing them, prioritizing based on impact and urgency, and implementing solutions or workarounds to resolve the incidents swiftly.

The other choices do not align with the primary objectives of incident management. Conducting staff training sessions may be beneficial for improving skills but is not a direct activity pertaining to incident management itself. Analyzing customer feedback while important for overall service improvement, is part of service quality management rather than incident management. Implementing new marketing strategies, though relevant for business growth, has no direct connection to the resolution of incidents or ensuring service continuity.