Showing posts with label incident. Show all posts
Showing posts with label incident. Show all posts

Saturday, April 7, 2018

Why Log Incidents

Incident logging is critical for IT Service Management for the following reasons:
  1. The first and perhaps most obvious reasons is you want to know if there are pending incidents that need to be resolved. When supporting a service, you want to make sure that everything is working as it should. You would not want to miss resolving an incident that would affect say a major service used by your company.

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.