Incident vs. Problem

Attribute	Incident	Problem
Definition	An unplanned interruption to an IT service or reduction in the quality of an IT service	The underlying cause of one or more incidents
Impact	Immediate impact on users or business operations	Long-term impact on service availability and performance
Cause	Specific event or circumstance that triggers an incident	Root cause of recurring incidents or widespread issues
Resolution	Restoring service as quickly as possible	Identifying and addressing the root cause to prevent future incidents
Priority	Determined based on impact and urgency	Determined based on impact and business criticality

Definition

Incident and Problem are two terms commonly used in the field of IT service management. An incident is defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. It could be something as simple as a user being unable to access their email or as complex as a server crashing. On the other hand, a problem is the underlying cause of one or more incidents. It is a condition often identified as a result of multiple incidents that exhibit common symptoms.

Scope

The scope of an incident is typically limited to a single occurrence and is focused on restoring service as quickly as possible. The main goal is to minimize the impact on the business and ensure that normal operations can resume. In contrast, a problem has a broader scope as it involves identifying the root cause of recurring incidents and implementing a permanent solution to prevent future occurrences. Problem management aims to eliminate the underlying cause of incidents and improve the overall stability of IT services.

Process

Incident management is a reactive process that focuses on restoring service to normal as quickly as possible. It involves logging, categorizing, prioritizing, and resolving incidents in a timely manner. The primary objective is to minimize the impact on the business and ensure that service levels are maintained. Problem management, on the other hand, is a proactive process that aims to identify and resolve the root cause of recurring incidents. It involves analyzing incident data, identifying trends, and implementing permanent solutions to prevent future incidents.

Roles and Responsibilities

In incident management, the primary roles include the service desk, incident manager, and technical support staff. The service desk is responsible for logging and categorizing incidents, while the incident manager oversees the resolution process. Technical support staff are responsible for diagnosing and resolving incidents. In problem management, the roles include the problem manager, problem analyst, and technical specialists. The problem manager is responsible for overseeing the problem management process, while the problem analyst is responsible for analyzing incident data and identifying trends. Technical specialists are responsible for investigating and resolving problems.

Metrics

Incident management typically measures performance based on metrics such as mean time to resolve (MTTR), first call resolution rate, and incident response time. These metrics help to evaluate the efficiency and effectiveness of the incident management process. Problem management, on the other hand, measures performance based on metrics such as mean time between failures (MTBF), mean time to repair (MTTR), and the number of recurring incidents. These metrics help to assess the effectiveness of problem management in identifying and resolving the root cause of incidents.

Tools and Technologies

Incident management tools are designed to help organizations log, track, and resolve incidents in a timely manner. These tools often include features such as incident categorization, prioritization, and escalation. Some common incident management tools include ServiceNow, BMC Remedy, and Jira Service Desk. Problem management tools, on the other hand, are focused on identifying and resolving the root cause of incidents. These tools often include features such as trend analysis, root cause identification, and problem resolution. Some common problem management tools include IBM Maximo, HP Service Manager, and Cherwell Service Management.

Conclusion

In conclusion, incident and problem management are two essential processes in IT service management that play a crucial role in maintaining the stability and reliability of IT services. While incident management focuses on restoring service to normal as quickly as possible, problem management aims to identify and resolve the root cause of recurring incidents. By understanding the differences in scope, process, roles, metrics, and tools between incident and problem management, organizations can effectively manage and improve the overall performance of their IT services.