Event, Incident and Problem Management

In the IT process the three terms are very common such as Event, Incident and Problem management.

As per ITIL Event mgmt means constantly monitoring CI(configuration items) and Services.

For instance,

  • Monitoring production jobs
  • Monitoring certain storage exceeds the limit etc

As per ITIL, incident management is an Event not from the standard operation of the service.

For example,

  • Incidents from users
  • Incidents from management info systems

As per ITIL, Problem management means,

The aim is to minimise the impact of problems on the organization.

A ‘Problem’ is the unknown cause of one or more incidents, often identified as a result of multiple similar incidents.
 
For example,
  • Incident records
  • Details about incidents etc..
 ITIL: Information Technology Infrastructure Library
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Author: Srini

Experienced software developer. Skills in Development, Coding, Testing and Debugging. Good Data analytic skills (Data Warehousing and BI). Also skills in Mainframe.