Incidents and Problems
In the ITIL Service Support discipline, incidents are events where the standard operation of IT services is disrupted or the quality is impacted. Incidents are resolved when operations of IT services are returned to a predefined standard. Incident management attempts to resolve incidents as quickly as possible while minimizing the impact to the organization.
Problems, on the other hand, might actually reflect standard operations. Problems might have unknown causes or be the result of a known error. The resolution of a problem is normally a workaround or a solution in the form of a change to standard operations.
The ITIL definition of problem management attempts to reduce the number of problems and the severity of those ...
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