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ITIL :: View topic - Argument on INcident and Problem
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Argument on INcident and Problem

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Joined: Mar 21, 2018
Posts: 1

PostPosted: Thu Mar 22, 2018 6:23 am    Post subject: Argument on INcident and Problem Reply with quote

Having big discussion on what is an incident and what is a problem. I have the standard definitions and am trying to make people understand the difference. Here is my challenge.

During the incident process where we are resolving service as quickly as possible, there is a communication that is send out for major incidents. This will outline what was done until the incident is resolved. In a lot of cases we have been able to identify the root cause and restore service.

The incident report which outlines the event, the timeline, and restoration to the incident is part of incident management.

Then there is a second report which contains the above as well root cause, impacts, multiple tickets associated to the event, and preventative actions to ensure this issue does not occur again - which is problem management.

Is there any experience out there that would identify I am incorrect or need some clarification.
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Joined: Sep 26, 2007
Posts: 48
Location: England

PostPosted: Fri Jul 13, 2018 6:20 am    Post subject: Reply with quote

Yes you are correct with your understanding.
Problem management deals with preventing incidents from occurring with Incident Management being in place to restore an IT service ASAP.

From experience when performing an audit of our Datacentre as Configuration Manager, spotting single points of failure being one of the tasks.
Servers fitted with a single power supply unit were deemed as having a “single point of failure”. Servers were upgraded with “dual” power supplies.
This being a problem management exercise to prevent an IT incident from occurring.
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