2. Incident - Definition and Objectives
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
The goal of Incident Management is to restore normal
service operation as quickly as possible following an
incident, while minimizing impact to business operations
and ensuring quality is maintained
3. Problem - Definition and Objectives
The primary Objectives of Problem Management are to
prevent Incidents from happening and to minimize the
Impact of Incidents that cannot be prevented.
A cause of one or more Incidents. The cause is not
usually known at the time a Problem Record is created,
and the Problem Management Process is responsible
for further investigation.
4. Incidents, Problems and Knowledge Articles
Problem
Lead Incident
Incident
Incident
Lead Incident
Incident
Incident
Knowledge Articles
5. Priorities and SLAs
Four Priorities:
Only Incidents with priority 1, 2 and 3 have SLAs
Default is 3 - Moderate
