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

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PP12
Giga Contributor

‎02-18-2019 02:07 AM

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 .

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Community Alums
Not applicable

‎02-19-2019 01:53 AM

Hi,

PFB example to understand the mentioned queries.

Let's suppose you work in an organization, and you are using outlook for connectivity, then you face issue while opening the outlook you are not able to connect to the outlook.

Then you will raise this concern to the related team (who is responsible for outlook).----> Incident

The corresponding team will look into it, and try to fix it. If they don't find any root cause for the incident and if they get multiple incidents for the same underlying cause then the incident will be considered as a problem. They will give you some workaround until the root cause is determined.

If multiple users are facing the same issue with the outlook. ----> Problem

If after investigation, the technical team found that the outlook server requires patching to resolve this issue. the respective team will raise the change request to apply OS patch on the server. ---> Change

 

Hope the above example helps you to understand the concept of the incident, problem, change, and their relationship.

 

Regards,

Priyanka Soni

 

 

 

 

 

 

 

 

 

 

 

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PP12
Giga Contributor

‎02-19-2019 03:15 AM

Thanks everyone, the Examples are very understandable and did help me to clear my doubts for Incident,Problem and Change. Appreciate that 😊
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PP12
Giga Contributor

‎02-19-2019 03:16 AM

I have a query apart from this topic. Whats the difference between bug and defect? What is Risk?
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Santosh_Ksagar
Mega Sage
Mega Sage
In response to PP12

‎02-19-2019 03:28 AM

Hi PP,

  • A bug is the result of a coding error
  • A defect is a deviation from the requirements

Inshort:- A bug is getting a problem at the time of testing, where as a defect is problem that got by the customer in production time.

Risk:- Risk is an expectation of loss, a potential problem that may or may not occur in the future. It is generally caused due to lack of information, control or time.

for more info:- https://www.test-institute.org/What_Is_Software_Risk_And_Software_Risk_Management.php

Cheers

Santosh K

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Ragini Kukade
Kilo Guru
In response to PP12

‎02-19-2019 03:31 AM

Hi,

  1. Defect: This is a term usually used by testers. When tester finds a mistake or problem then it is referred to as Defect.
  2. Bug: Bug is developer’s terminology. Once a defect found by a tester is accepted by developer it is called a bug. The process of rectifying all bugs in the system is called Bug-Fixing.
  3. Risk in simple words can be defined as “the potential for damage, loss, or destruction of an asset as a result of a threat exploiting a vulnerability.

 

Regards,

Ragini

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