Based on ITIL standards,
Incident - An incident is an unplanned disruption or degradation of service.
Problem - A problem is a cause of one or more incidents.
Incident Management
It’s considered as incident only it extends and impact on regular business process. They are flagged as emergency if they impact on critical services.
It needs to be resolved immediately.
It can be resolved using either permeant or temporary fix
Incidents can turn into a problem when it reoccurs or likely to reoccur.
Problem Management
Unresolved and repeated incidents become a problem that needs long terms fix.
A problem need policies and/process to resolve it to prevent it from reoccurring it.
Problem may be known or unknown
It can be remained unsolved or used an alternate option if the cost of resolving the solution is higher than the benefits it would bring in. (cost vs benefit analysis)
Incident vs problem.
Incident: If your 3 years phone breaks down, you need to fix it as you haven’t taken a backup. The technician fix it for you for USD 40.
Problem: There is battery and other hardware component issue, so the technician ask you to replace battery and the other component that combined would cost you USD 180. While the current value of your phone is USD 150 that you originally bought it for USD 500 as a newly launched model at that time)
You may take a backup immediately and make a decision if you want to fix your phone or buy the same model that now would cost you USD 350 (because, currently there is a new model in market).
If you read the example carefully, you understand that the incident needs immediate fix and problem can be prolonged till next incident occurs or you are ready to resolve it using other options (buying new battery and component or new phone, either the same model or new model). However, you will keep a close watch (i.e. taking backup regular or preparing yourself the new phone ) since you are aware of the problem due to the past incident.
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Incident - An incident is an unplanned disruption or degradation of service.
Problem - A problem is a cause of one or more incidents.
Incident Management
It’s considered as incident only it extends and impact on regular business process. They are flagged as emergency if they impact on critical services.
It needs to be resolved immediately.
It can be resolved using either permeant or temporary fix
Incidents can turn into a problem when it reoccurs or likely to reoccur.
Problem Management
Unresolved and repeated incidents become a problem that needs long terms fix.
A problem need policies and/process to resolve it to prevent it from reoccurring it.
Problem may be known or unknown
It can be remained unsolved or used an alternate option if the cost of resolving the solution is higher than the benefits it would bring in. (cost vs benefit analysis)
Incident vs problem.
Incident: If your 3 years phone breaks down, you need to fix it as you haven’t taken a backup. The technician fix it for you for USD 40.
Problem: There is battery and other hardware component issue, so the technician ask you to replace battery and the other component that combined would cost you USD 180. While the current value of your phone is USD 150 that you originally bought it for USD 500 as a newly launched model at that time)
You may take a backup immediately and make a decision if you want to fix your phone or buy the same model that now would cost you USD 350 (because, currently there is a new model in market).
If you read the example carefully, you understand that the incident needs immediate fix and problem can be prolonged till next incident occurs or you are ready to resolve it using other options (buying new battery and component or new phone, either the same model or new model). However, you will keep a close watch (i.e. taking backup regular or preparing yourself the new phone ) since you are aware of the problem due to the past incident.
#incident, #problem, #risk, #project management, #business analysis, #business analyst, #sandhyajane, #ANISANtechnologies, #ANISAN, #training, #certification, #BusinessAnalysiscareer, #Certified Business #Analyst, #incident, #problem, #projectmanagementInstitute, #PMI, #IIBA, #BCS, #IREB, #requirementmanagement
