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Defects, problems and incidents

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Guest user Created:   Nov 14, 2017 Last commented:   Nov 14, 2017

Defects, problems and incidents

can defect leads to problems or is it only incident that leads to problem in early life support
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ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Branimir Valentic Nov 14, 2017

Answer:
Incidents lead to problems, that's correct (see the articles
ITIL Problem Management: getting rid of problems https://advisera.com/20000academy/blog/2013/08/05/itil-problem-management-getting-rid-problems/
How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record https://advisera.com/20000academy/blog/2017/02/14/how-to-make-your-itiliso-20000-problem-management-more-effective-with-a-problem-record/

On the other side, defects relate to not satisfying service requirements and involve e.g. change on the service in early life support phase. According to ITIL, definition of a problem is " A cause of one or more incidents.". So, if that defect doesn't cause incidents, there is no need to go to problem management. It's rather that you need to send it back to development (Release and Deployment or even to Service Design processes if you conclude that there is an error in service design). So, as you could see, defect can have much deeper causes then "usual relation" incident -problem.
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Nov 14, 2017

Nov 14, 2017

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