itsm

[Community Alums]

Ever wonder what ITIL really looks like in the real world?
Let’s break it down with a simple and relatable example… WiFi during a meeting!

📶Incident – Something broke!
You're in an important online meeting, and suddenly your WiFi drops.
You’re stuck, can’t hear anyone, and scramble to reconnect.
This is an incident – something broke and you need it fixed right now.

🧠 Problem – Why does this keep happening?
You realize this isn’t the first time. Other teammates have complained too.
Maybe the office router is overloaded?
This is a problem – a recurring issue where the root cause needs to be found and fixed.

🔧Change – Let’s fix it for good.
IT upgrades the router, adds a backup line, and optimizes bandwidth.
This is a change – a planned solution to prevent future WiFi dropouts.

⏳SLA Breach – Oops, too late!
Your manager expected you to present in the first 5 minutes.
The WiFi outage caused a delay. That’s a SLA breach – a missed time-based commitment.

💡In IT (and life), it’s all about:
✔ Fixing things fast (Incident)
✔ Understanding why it happened (Problem)
✔ Preventing it from happening again (Change)
✔ Doing it all on time (SLA)

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[ArupM6697488157]

Hi Harshad, thanks for the post. I would like to add one thing. The SLA breach should not be like this I think. If informed to the IT and there is a service agreement that they should fix any router issue within 6 hours of reporting but took a day to fix it then it's a SLA breach. It should not be between you and your manager but between it support team company (who are fixing the router) and your company (for whom they are fixing). Let me know if you feel something different.

[Community Alums]

Hi @ArupM6697488157 ,
Thanks a lot for your thoughtful input! You're absolutely right—SLA breaches are typically defined within the agreement between the service provider (like the IT support team) and the customer (in this case, the company). My example was meant to simplify the concept and make it relatable at an individual level, but your clarification helps ground it in how it works in real-world IT operations. Appreciate you adding that perspective!  

[ArupM6697488157]

Thanks to you for such a simple wonderful explanation. Keep contributing 😊

[Community Alums]

"Thank you so much for your kind words! I'm really glad you found the explanation helpful. I’ll definitely keep contributing 😊"