IT Incident Management Concepts

Objective of Incident Management

• Restore unscheduled service interruption as quickly as possible

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.

IT Service Level Management

Objectives of Service Level Management

1. Define business requirements that IT services must meet
2. Ensure that IT services are at an acceptable cost
3. Align IT strategy with business needs