The distinction that matters.
WHAT AN INCIDENT IS
Something not working as it should.
WHAT THE GOAL IS
Restore service as quickly as possible.
WHAT A SERVICE REQUEST IS
A request for something standard: access, equipment, a new account.
WHAT THE GOAL IS
Fulfil it, per a defined process.
WHAT A PROBLEM IS
The underlying cause of one or more incidents.
WHAT THE GOAL IS
Eliminate the cause.
WHY THE DISTINCTION MATTERS
They have different objectives, different urgency and different processes.
WHAT HAPPENS WITHOUT IT
Requests are treated as emergencies Incidents are resolved repeatedly without the cause being addressed Nothing is ever fixed permanently
WHAT A WORKAROUND IS
A temporary means of restoring service without fixing the cause.
WHY DOCUMENT IT
So resolution is fast and consistent while the fix is arranged.
WHAT A KNOWN ERROR IS
A problem with an identified cause, not yet fixed.
WHAT TO RECORD
The cause, the workaround, and the plan.
WHAT TO REVIEW
Whether problems are actually being resolved, or merely accumulating.
