Incident Vs Problem Vs Change- Need a simple real time example to understand the flow

[PP12]

Hi,

i want to understand the concepts with simple example for:-

1. What is Incident ? 
2. What is Problem ?
3. What is Change ?
4. How Incident and problem related
5. what part change plays in solving an incident/problem ?
6. How can we resolve an incident / problem?

Thanks .

[Ragini Kukade]

Hi,

What is an Incident?

An incident is an event that leads to an unplanned disruption of service. The important part to remember is ‘disruption of service,’ because if an issue does not disrupt service, even if it was unplanned and unexpected, it is not an incident. For example, if a piece of hardware fails after hours when nobody is using the system, it is not an incident, because it did not disrupt service. However, if the same equipment failed during the regular workday, it would be defined as an incident because service was, in fact, disrupted. The IT help desk is often the first ones to be made aware of an incident, as they are usually the first point of contact for users experiencing issues with the system.

What is a Problem?

A problem is the underlying cause that leads to an incident. A problem may be something that could lead to the same incident occurring again, or lead to another incident entirely. The problem is essentially the root cause of an incident or incidents.

• An incident is something that affects a service (so a user, system, etc) - something that impacts productivity.   Generally it is the effect.
• a problem is the underlying cause of one or more incidents.

 People normally call to report incidents ("my car won't start") as opposed to problems ("my fuel intake valve is clogged") or solutions ("my spark plugs need replacing" - actually an RFC).   Generally a problem record can be raised from one or more incidents, and the solution to that problem should be communicated out to all affected users of related incidents.  

what is change?

A request to change may be raised to modify an IT service in order to resolve a problem.An incident can lead to a problem then to change or directly from incident to change.

Hope the following link will help you:

https://www.linkedin.com/pulse/incident-problem-change-management-explained-daily-anil-nandibhatla

Mark it as correct/helpful,if you find it helpful.

Regards,

Ragini

[PP12]

thank you that was really helpful ...  so just want to clarify one doubt

we can only raise change request to resolve a problem or we can raise change request directly to resolve an incident ?

[Sanjay Bagri1]

Hi ,

end user can not create directly the change request . bcz he has not change manager role . but we can raise the change request based on the conditions .

In my project change request will raise by incident also but if incident is having priority Critical then only we will raise the change request from the context menu.and same things for problem .

otherwise change initiator will raise the change after recognize the incident or problem . after that CAB will decide if it is really required the approved .

CAB : cab is a one team (Change Advisory board ) here all group of member will involved but it is not same for all organization . it vary organisation to organisation

Mark the comment as correct if this answers your question

Thanks
Sanjay Bagri

||DxSherpa Tech. ||

[Ragini Kukade]

Hi pp,

Yes, we can raise change request directly to resolve an incident.

The resolution of an incident may require the raising of a change request. Also, since a large percentage of incidents are known to be caused by implementation of changes, the number of incidents caused by change is a key performance indicator for change management.

for example , refer below link:

https://docs.bmc.com/docs/servicedesk91/incident-request-resolution-with-an-emergency-change-request-609068875.html

Mark it as correct,if it helps.

Regards,

Ragini