Incident Management vs. Service Desk: What’s the Difference?

In today’s fast-paced digital landscape, businesses heavily rely on technology to deliver products and services efficiently. This dependence means that when incidents occur—such as software failures, security breaches, or hardware malfunctions—organizations need robust mechanisms to handle them effectively. Two crucial components that businesses employ in managing such situations are Incident Management and the Service Desk. While both play significant roles in supporting IT operations and service continuity, they serve distinct purposes and operate differently.