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In ITIL terminology, an 'Incident' is defined as:
Examples of categories of Incidents are:
A request for new or additional service (i.e. software or hardware) is often not regarded as an Incident but as a Request for Change (RFC). However, practice shows that handling of both failures in the infrastructure and of service requests are similar, and both are therefore included in the definition and scope of the process of Incident Management. The word 'Incident' in this chapter applies to both, if not explicitly stated otherwise, although organisations may decide to develop their own service-request procedures to isolate them from the more technical issues.
Within the more technically oriented systems-management function, an automatically registered event such as exceeding a disk-usage threshold, is often regarded as part of 'normal' operations. These events are included in the definition of Incidents even though service delivery to Customers is not affected.
Figure 5.1 shows the
process. These are split down as follows:
Figure 5.1-Incident Management process
Inputs:
Outputs:
Incident Management activities:
The roles and functions related to the Incident Management process are:
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