Posted: Thu Mar 22, 2018 6:23 am Post subject: Argument on INcident and Problem
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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