CHAPTER 5: INCIDENT MANAGEMENT

‘There is more to life than simply increasing its speed.’

Mahatma Gandhi

What is an incident?

An incident is any event that causes, or may cause, an interruption to the quality of an agreed IT service. For example, a power supply failure in a user’s computer, a user logon ID locking up, a user not being able to access a web server or an e-mail system, are all classified as incidents.

The ITIL definition of an incident is:

‘An unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident. For example, failure of one disk from a mirror set.’

Isn’t an incident the same as a problem?

No. In ITIL language, ...

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