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ITIL :: View topic - Incident Vs. Issue
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Incident Vs. Issue

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Joined: Oct 15, 2007
Posts: 5

PostPosted: Mon Oct 15, 2007 5:21 pm    Post subject: Incident Vs. Issue Reply with quote

may i know difference between an Incident and an Issue!!!
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Senior Itiler

Joined: Sep 05, 2007
Posts: 57

PostPosted: Mon Oct 15, 2007 7:29 pm    Post subject: Reply with quote

An issue could be an incident

An incident is an issue

In other terms issue is more generic than Incident. An incident respecting the ITIL lexical definition is “Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of that service.”

In the common use these two words are quite interchangeable (not to mention the common use of the word “problem”…), that’s why if you work in an ITIL context you should try to use the word “incident” every time it makes sense, avoiding too generic categorisations like “issue”.
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