Incident and Customer Impact

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Tue Jan 12, 2016 7:00 pm

Wed Jan 13, 2016 8:18 pm


I have a very basic question wrt to Incident. I understand that any service interruption or degradation of quality is categorized as an incident. But can someone tell me if an incident should always have a customer impact?

If there is no Customer impact, do I still categorize it as an incident ?

Appreciate any help.


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Senior Itiler
Senior Itiler
Posts: 57
Joined: Mon Apr 25, 2005 8:00 pm

Fri Jan 15, 2016 11:39 am

Hi, I am not sure why you would not want to record any incident? Because you used the term "customer" and not "user", I am assuming they are paying for the services you provide, whatever that may be.

There are a number of reasons for recording every incident.
• If you don't record incidents, how are you able to justify additional resources during busy time?
• How do you know when are your busy times?
• Recording every incident is used to show the work effort that the Service Desk does.
• incidents are then used by other areas such as the problem management team, who work on eliminating incidents
• incidents may not have an immediate customer impact, however it can in the future

and there are many other reasons.

The question which I think you should be asking, is not " If there is no Customer impact, do I still categorize it as an incident ?", but rather, "why am I not recording the incident?"
Azard Omardeen
ITIL Expert / Accredited Trainer / ITSM Consultant
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