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Showing posts with label sla. Show all posts
Showing posts with label sla. Show all posts

Monday, August 5, 2013

Incident and Problem: What is the Difference

One nice thing about ITIL is it provides definitions for almost everything in IT service management. First things first. We need to define these two terms.
  • An incident is an unplanned disruption or degradation of service.
  • A problem is a cause of one or more incidents.

    Quite often, these two terms are used interchangeably. This causes a lot of confusion. Sometimes people will add another term, "issue" to mean the same thing.