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Differences between Event, incident and problem management

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Guest user Created:   Oct 09, 2019 Last commented:   Oct 09, 2019

Differences between Event, incident and problem management

Can you tell me the differences between the Event, incident, and problem management? Also what is the Role of Services desk and infrastructure operation center and what is the difference between them?

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Step-by-step implementation for smaller companies.

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Step-by-step implementation for smaller companies.

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Branimir Valentic Oct 09, 2019

Event is defined as a change of state. E.g. Port was up, now – it's down / server was alive, now it's not / door were closed, now they are open / etc. Change of state refers to configuration item (CI) or service and it helps to (proactively) maintain services and related CIs. I'm sure you got some kind of alert on your screen -> that's event. Event management process manages events throughout their lifecycle (from when they are raised until they are resolved).

Incident is unplanned interruption (or reduction in quality) of an IT service. Incident management is a process which handles (record, diagnose, resolve) incidents throughout their lifecycle.

Problem is cause of one or more incidents, where root cause of the problem is (usually) not known when problem is raised. Problem management is responsible to find root cause of (one or more) incident.

Here are articles that can help you further:
Incident – „Incident Management in ITIL – solid foundations of operational processes“ https://advisera.com/20000academy/blog/2013/05/21/incident-management-itil-solid-foundations-operational-processes/
Event –  „ITIL Event Management – Entry point of Service Operation“ https://advisera.com/20000academy/blog/2015/03/10/itil-event-management-entry-point-of-service-operation/
Problem – „ITIL and ISO 20000 Problem Management – Organizing for problem resolution“ https://advisera.com/20000academy/blog/2014/07/29/itil-iso-20000-problem-management-organizing-problem-resolution/
And, free webinar „ITIL Incident Management Process Demystified“ https://advisera.com/20000academy/webinar/itil-incident-management-process-demystified-free-webinar-on-demand/

You can see Service Desk as a „window“ to your organization, that's frontline towards your clients and users. Here is more about Service Desk – „Service Desk: Single point of contact“ https://advisera.com/20000academy/knowledgebase/service-desk-single-point-contact/

By infrastructure operation center, I assume you mean IT Operations (at least, according to ITIL). They perform daily activities (contrary to Service Desk who is actively involved in incident resolution).

Learn more in this article „IT Operations Management Function in ITIL“ https://advisera.com/20000academy/knowledgebase/operations-management-function-itil/

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Oct 09, 2019

Oct 09, 2019

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