This document provides an overview of incident management concepts and challenges. It begins with a review of basic incident management principles like the definition of an incident and the purpose and scope of incident management. It then discusses common challenges in incident management like confusing incidents with other event types and ensuring adequate resources. The document emphasizes the importance of incident management to customers and integrating it with related ITSM processes. It concludes with a reminder that communication, resources, proven methods and integration are keys to successful incident management.