What is an incident management tool primarily used for?

An incident management tool is primarily used to log incidents, facilitate communication among stakeholders, and manage the entire resolution process. This central function is vital for ensuring that incidents—defined as unplanned interruptions or reductions in the quality of IT services—are addressed effectively and efficiently.

The tool allows organizations to record details about each incident, providing a structured approach to tracking, prioritizing, and resolving issues. It also plays a crucial role in communication by enabling updates and collaboration between IT teams and affected users. Furthermore, incident management tools often provide reporting capabilities that help with the analysis of incident trends, which can aid in preventing future occurrences.

Given that other options refer to entirely different focuses, such as software development, user training, or system performance monitoring, they highlight functions that are outside the primary scope of incident management. Thus, option B rightly reflects the core purpose of an incident management tool within ITIL practices.