http://www.itskeptic.org/when-does-incident-become-problem Comments for "When does an Incident become a Problem?" en http://www.itskeptic.org/when-does-incident-become-problem#comment-7461 <p>Dear Pundari</p> <p>Thank-you for that valuable insight. I have never heard it explained in that way before. But I think you are over-complicating something that is really quite straightforward. </p> <p>A problem might be the underlying root cause of multiple occurrences of an incident but it might equally be the underlying cause of only one incident. It would be irresponsible to wait as you suggest for a recurrence of the server crash in order to address the underlying problem</p> <p>problem management isn't fire prevention at all. it is putting out a fire that has broken out one or more times - that isn't preventing the fire because it has already happened. it is clearly distinct from incident management for that reason. Incident management is about extinguishing the user, problem management is about extinguishing the fire. Of course the two blur together as described in the original post</p> <p>The ITIL WIzard</p> Sat, 02 Oct 2010 20:18:00 +0000 TheITILWizard comment 7461 at http://www.itskeptic.org http://www.itskeptic.org/when-does-incident-become-problem#comment-7460 <p>As far as Incident vs Problem - An Incident is one instance where something breaks (eg). A Problem is the underlying root cause of multiple occurrences of that Incident.<br /> eg if a Server crashes every Sunday at 12 Noon each of these is a separate Incident. The Problem is what is ultimately causing all those crashes.<br /> You might fix each Incident (restart the server) but you have not fixed the Problem until you fix the underlying root cause and stop the Incidents happening.</p> <p>another view - Fixing Incidents is like Fire FIGHTING. Fixing a Problem is like Fire PREVENTION.<br /> Pundari.</p> Fri, 01 Oct 2010 14:42:21 +0000 Pundari comment 7460 at http://www.itskeptic.org