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HelpDeskConceptsandDefinitions

Incident:

An incident is defined as “any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service”.

 

An incident influences the service delivery, although it can be small and in some cases even transparent (not noticeable) for the user.

 

Problem:

A problem is the as yet unknown cause of the occurrence of one or more incidents.

 

Known error:

This is the situation where a successful diagnosis of a problem has shown what the cause is and which CI reveals a problem. A possible solution may also be available as to how the problem can be avoided.

 

Work around:

It is possible for Problem Management to identify “work-around” in the investigation of problems. These should be made known to Incident Management so that they can be passed to the user until the permanent fix is implemented.

 

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