what is incident management and change management and prob
management in ticketing tool ,can u explain briefly?
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Answer Posted / mayur palherkar
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.
INCIDENT----------------------->CHANGE
| A
| |
V |
PROBLEM----------------------------
In the figure A refers to an arrow mark.
| Is This Answer Correct ? | 37 Yes | 26 No |
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