Incident Management is a process for managing incidents
that can interrupt the functioning of IT services. These
incidents can include events such as error in printing,
hard disk failure, and network server failure.
Change Management is a process that helps introduce changes
in the IT services provided by a company, such as changes
in business needs and introduction of new technologies.
Problem Management is a process of resolving problems that
can occur in IT services due to the incidents, which are
not resolved by Incident Management. Problem Management is
of two types,reactive and proactive. The reactive Problem
Management helps resolve the problems that have occurred in
an IT service. The proactive Problem Management identifies
problems that are likely to occur.
Any Event occurs with agreed service intruption is called
incident. Incident Management is responsible for restoring
the service as soon as possbible without impacting
production. Any incident without root cause information is
called problem. If an incident is not getting resolved
permanently and reoccur often then problem ticket raised.
Promblem management tries to find the root cause of
incident and in order to resolve the incident permanently
any Change is required then Change Management comes in. CAB
(Change Advisory Board)approves the change and Release and
Deployment management implement the change after proper
testing. Members of CAB - Stake holders,Problem Management,
Service Delivery Management.
Incident is any issue reported in context of IT service
which is impacting production, and managing that incident
in minimal downtime and restoring the services with least
production impact is incident management. problem is, if
any incident or event is recurring and it need to be fixed
is problem management. change management is, configuration
related changes which are required for maintenace or
extention of technology service eg. some time incident or
problem management require any change to fix the issue.
Consider 100 users. Out of it if 10 logs a problem with
different IT issue4s. that can be treated as an Incident.
However, approx. 80 users logging call for same issue may
give rise to 1 problem ticket. An of there are different
different places with 100 users in each place. So for that
many problems may give rise to 1 change ticket, which would
resolve all the problem as well as incident calls.
In other scenario if many incident tickets are logged for
the same issue and just a reboot of server would resolve all
the issues, then a change ticket can directly be raised.
please have a look at the below figure.
The incident management is one of the component of ITIL service support area. Incident management primary objective is to restore the normal service operation ASAP with minimal business impact often through temporary fix or workaround solutions. whereas problem management focus on preventing incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented. Problem management is responsible to manage all the problems throughout the life cycle of problem management.Change management deals with all kinds of changes to the IT infrastructure and IT services. Change management objective is to ensure that standardized methods and procedures are used for promt handling of all changes throughout IT infrastructure. Change management is the core of the service life cycle process.