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.



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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