Incidents.. hmmm.... Although we use this term vastly in an IT Infra environment, do we really reallise the sense of it? Is the "Incident" and "Problem" all the very same?? We often make this common mistake of perceiving both these terms alike.
In ITIL, both of these has got an altogether different sense and has got its own place in the process-hierarchy. Incidents are the ones which relates to the issues that needs to be restored as quickly as possible as per the agreed SLA's (Service Level Agreements). It focuses on minimizing the impact on the business operations.
But where as, "Problem" is something which is an escalated part of it. When we have a lot many common incidents coming up again and again with an unknown error, it becomes a problem... "Problem Management" makes sure that we minimize the operational impact of incidents and problems which are caused by errors within the IT Infrastructure. It focuses on preventing repeated incidents from happening again and again, after finding out the root cause of the same.
In ITIL, both of these has got an altogether different sense and has got its own place in the process-hierarchy. Incidents are the ones which relates to the issues that needs to be restored as quickly as possible as per the agreed SLA's (Service Level Agreements). It focuses on minimizing the impact on the business operations.
But where as, "Problem" is something which is an escalated part of it. When we have a lot many common incidents coming up again and again with an unknown error, it becomes a problem... "Problem Management" makes sure that we minimize the operational impact of incidents and problems which are caused by errors within the IT Infrastructure. It focuses on preventing repeated incidents from happening again and again, after finding out the root cause of the same.
