Inside business environments, many incidents are IT-related and need to be addressed by the appropriate parties. The incident (in this case my back pain) was thoroughly documented, investigated, and an effective plan was put into place to resolve the issue quickly and effectively. My doctor used that information, in addition to an X-ray, to diagnose and prescribe a treatment plan. On my first visit to the orthopedist, I was required to fill out forms to provide a context into my overall health and to articulately describe my symptoms. While frustrating, my experience helps illustrate how Incident Management, when performed well, functions more like a well-run doctor’s office rather than a “take two of these and call me in the morning” approach. The thought and process behind effective Incident Management appears in many places outside of IT. The activities associated with Incident Management primarily deal with recording the details of the incident, classifying the incident, investigating the incident, and ultimately resolving the incident. It is the IT support desk focused on troubleshooting individual tickets-sometimes with a workaround rather than a true fix. Its goal is to restore service operations as quickly as possible and minimize the impact of an outage or service degradation. What Is Incident Management?įirst, let’s look at IT Incident Management. This article dives deeper into IT Incident Management and IT Problem Management, which are both ITIL processes commonly used at organizations across industries. Understanding the difference can help the organization reach appropriate resolution faster. If you tell IT support you have an incident when in reality it’s a farther reaching problem, the underlying root cause could be left unaddressed, causing future headaches. While the terms may seem interchangeable, communicating clearly using the technical language of IT support will help reduce confusion and frustration. It’s important for business owners and managers outside of IT to understand the difference between an incident and a problem. These basic principles are used by IT to appropriately address and resolve incidents and problems. By identifying this underlying cause, the company can implement action to prevent future related incidents. It may be that those particular tires are under a recall or the tire maintenance schedule is not being followed correctly, causing incidents to occur often. In this case, the trucking company would investigate further in an attempt to identify the root cause of the excess flat tires. Incident Management is used in this case: The tire is changed to get the truck back into operation as quickly as possible.įlat tires may move from being an incident to requiring Problem Management if they recur repeatedly or more than they reasonably should. This event is an incident in that it’s isolated and only impacts that one truck. One vehicle may experience a flat tire that needs to be changed quickly to get the truck back on the road. Think about a manager running a fleet of vehicles. Problems can often result in many incidents. A problem is the root cause of incidents and Problem Management tries to prevent incidents from occurring. Incidents are often something users would file an IT help desk ticket for and expect to be resolved quickly. But in IT, the two terms are different and need to be addressed and managed accordingly with different goals in mind.Īt its most basic definition, an incident is a singular, independent event. Either word can be used in layman's terms to describe a situation that is having a negative impact on the business. On the surface, it may seem like an “incident” and a “problem” are the same thing. Why Is It Important to Know the Difference Between Problems and Incidents? *This post originally appeared on the Cherwell blog, prior to the acquisition by Ivanti.
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