Hi Ram,
Incident Management focusses in allowing the user to work when something is impeding his work. Speed and communication is essential. Workarounds are useful. Incidents sometimes are waiting on a Problem or Change.
Problem Management focusses in resolving root causes. Problems sometimes are waiting on a Change.
Change Management (aka Request for Change or RfC) focusses on keeping the CMDB up to date, and managing any modifications via risk acceptance and documentation. Change sometimes are waiting on a Release or a Project... Changes typically take less than a week to implement and are IT mostly centric. Typically a group of experts (Change Advisory Board, or CAB) meets each week to discuss, approve and plan the Changes. The output is an improvement in stability and reliability of the IT.
This very useful image shows the relations between the types of tasks.
Example: User's laptop is broken...
Incident Management: Service Desk will lend a loaner laptop for a few days, allowing the caller to continue to work.
Change Management: Service Desk will de-assign former laptop, configure a new one from stock, order a new laptop to keep the inventory, have the new laptop assigned to caller.
Problem Management: Investigate with vendor why 10 recent laptops have their hard-drive suddenly dropping dead in less than one month. Possibly deciding to stop using that model and recalling all laptops with the same HD model.
Refer below Links as well,
What is the relationship between an Incident, a Problem and a Change?
You can refer below video also,
https://www.youtube.com/watch?v=c1QBc-NZqBU
Please Mark ✅ Correct and Helpful based on the impact.
Thanks,
Vishakha Pradhan
