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The Process of Incident and Problem Management

A problem and an incident might sound like the same thing, but in the world of IT management the two are slightly different. Bob Anderson stresses both problem and incident management are necessary in running a successful business, and while the two are interrelated, they should be seen as separate entities. Problem Management allows you to reduce the occurrence of incidents. To do this you look at classifications, components affected, users/customers affected, and similar incidents that required permanent resolution.

Incident management requires the use of service level agreements. These service goals are then used to help resolve any incidents that might arise. In short, the problem has happened. Incident management is about fixing that problem as quickly as possible.

Good incident management asks, “How can we keep this from happening again?” This not only resolves the current issue, but lowers the chance of similar issues in the future. As you can see, you can’t have incident management without problem management. If both are done right, learning from past mistakes will strengthen the company for the future.

About Rachel Ginder

Rachel Ginder was a staff writer for CAI's Accelerating IT Success and joined the team in 2013. She also helped with social media and research.

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