Incident and problem record

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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osama2017
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Tue Feb 14, 2017 12:38 am

Dears,
If SD received an incident with one user and when he wnt there he solved the issue and he faced another issue and after diagnosis he found it is a problem issue, in this case shall we create an incident for applying work arrond and create a problem record with known error or we don`t have to create an incident for that.
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Eldardery
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Tue Feb 14, 2017 9:04 am

it is always recommended to create an incident for the issues user reports. then you can give a workaround and incident to be resolved. Later on a problem can be opened linked to the incident.
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osama2017
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Wed Feb 15, 2017 3:20 am

thanks
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UKVIKING
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Wed Feb 15, 2017 3:04 pm

Osama,

A problem and an incident are completely different

An incident is what is used to restore services to the users / customers

A problem is one of those thing that needs to be investigated over time to find out why it is happening and hopefully find a way to prevent it

Users raise incidents
SD recommends incidents to Problem Mgmt to determine if there is cause or reason to start that investigation. PM team would look for fault trneds
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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