What is the difference between INCIDENT and INCIDENT TASK(incident_task) ?

[Shantharao]

Hello All,

I have a question that may seem easy but frankly, I don't know the difference between Incident and Incident Task,

When do we create an incident task to an Incident and What is the purpose of the incident task?

Thanks in advance.

[Wayne Richmond]

In change and request terms, 'task' is used to record the work carried out. It's useful because there are often multiple tasks required to complete changes or fulfil requests, some of which can be done at the same time. However, it's not often used for incidents as the process of resolving the incident itself is the task, plus you probably don't want to be doing multiple tasks simultaneously to resolve an incident. That's how it was recently explained to me. 

[Monika2]

Hello,

The incident is an unplanned interruption occurred in your business and creation of incident is dealing with the same.

However the incident task is used when a particular incident require other assignment groups in service now to get involve in order to resolve the one particular incident.

Warm Regards,

Monika Ashtewar

www.dxsherpa.com

[Vicky15]

I have never worked in any ITIL Service Management Tool with Incident Tasks particularly. Change and Request yes in deed it does make sense. Incident tasks for getting another assignment group to work on incident does not make sense. How sure are we going to get same level of effort into incident task compared to working actually on an incident. Interesting to brain storm on this.

[Stephen30]

I would assume that having an incident tasks is great when you are dealing with a complex incident with multiple teams involved in the resolution and these teams need to work on activities in collaboration and parallel rather than sequentially. Without tasks the incident ticket will often need to get reassigned which can lead to a lack of clear overall ownership on the incident.