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ITIL :: View topic - Problem v's Incident
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Problem v's Incident

 
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Lammy101
Newbie
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Joined: Oct 07, 2009
Posts: 10

PostPosted: Wed Oct 07, 2009 6:52 pm    Post subject: Problem v's Incident Reply with quote

Hi I'm new to this board and was wondering if someone could help me with defining the difference between an Incident and a Problem.

I would define it as follows but just want to check if anyone has any other definitions as seen a few out there.

An incident is a single event that causes disruption to a Service or IT infrastructure.

A Problem is a series of incidents displaying similar symptoms or a major incident that has a larger than normal impact.

Any comments would be appreciated.
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Oct 07, 2009 7:46 pm    Post subject: Reply with quote

Wrong!

Your definition of a problem is incorrect in at least three different ways.

There is absolutely no requirement to identify a problem from an incident on account of the severity of the impact.

There is absolutely no requirement for there to have been any incidents in order to identify a problem.

A problem is not a series of incidents in any circumstance.

"An incident is an event which has caused, or may cause , disruption to a Service or IT infrastructure" would be a slightly better definition.

There are miles of words on this subject on the forum. Have a look for them.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
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Timo
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Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Fri Oct 09, 2009 2:21 am    Post subject: Reply with quote

Please don't let John see this. Smile

I don't think there is one way to sum this up anyway. Have a look around, read ITIL books, read some white paper and see what makes sense for your environment.
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Lammy101
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Joined: Oct 07, 2009
Posts: 10

PostPosted: Fri Oct 09, 2009 8:14 am    Post subject: Reply with quote

Thanks for the tips, I will check it out as you suggested
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vimprash
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Joined: Jul 13, 2006
Posts: 53

PostPosted: Fri Oct 09, 2009 2:27 pm    Post subject: Reply with quote

ITIL book (V2/V3) gives definition of Incident and Problem. Please have a look. Gather some examples from net to get more understanding, thanks.

Have a nice learning
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