question Re: What is the difference between INCIDENT and INCIDENT TASK(incident_task) ? in ITSM forum

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

Shantharao — Mon, 05 Feb 2024 09:00:12 GMT

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.

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

Wayne Richmond — Mon, 04 Jun 2018 14:54:19 GMT

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.

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

Monika2 — Mon, 04 Jun 2018 14:57:26 GMT

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

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

Vicky15 — Wed, 06 Jun 2018 14:58:50 GMT

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.

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

Stephen30 — Wed, 16 Oct 2019 09:02:10 GMT

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.

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

Kapil Rijhwani — Wed, 06 Nov 2019 09:50:03 GMT

Incident - These occur when there is disruption of service operation causing impact to business operations.

Incident Tasks - Used to track break the incident into sub-tasks that can be assigned to different teams to perform investigation/root cause analysis and help restore the customer opertation succesfully as soon as possible.

For ex: An Incident with disruption of internet services can have Incident tasks assigned to network and hardware teams to track the root cause.

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

JSchmauch — Mon, 09 Oct 2023 18:57:03 GMT

I view Incident Tasks as optional. If your business wants to use them, use them. If not, don't use them.

Having worked in situations where they are used and not used, it really just matters what is agreed upon and applied consistently across your support structure.