When is a Major Incident a Problem?

A common thread I come across on my travels and visiting customers!

There seem to be varying schools of thought whereby every Major Incident (a definition in its own right!) is a problem, versus, a more selective approach and not all Major Incidents are a problem. The confusion seems to get only worse when a Post Incident Review or Post Mortem (a.k.a. RCA) is required as a result of the incident that occurred.

We all know what the ITIL definition is, and again its only a framework to work from, but interested to see and hear what others have to say about it.

Chris