Which of the following is NOT a step in the incident management process?

The incident management process is a structured approach aimed at managing IT service incidents to ensure minimal disruption to normal service operation and efficiently restoring service as quickly as possible. The key steps in this process typically include identification, logging, categorization, prioritization, investigation, diagnosis, resolution, and closure of incidents.

Choosing the option related to marketing as not being a step in the incident management process is correct. Marketing typically involves promoting services, understanding customer needs, and engaging with potential and current customers. It does not align with the technical or procedural steps required to manage incidents effectively within an IT service context.

In contrast, identification refers to recognizing that an incident has occurred, logging is the process of recording the incident in detail, and resolution entails the steps taken to resolve the incident and restore service. Each of these plays a critical role in the effective management of incidents, while marketing does not fit into this operational framework.