Incident (ITILv3):    [Service Operation] An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example, Failure of one disk from a mirror set.

See also: Problem

Incident (ITILv2):    An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and Customer productivity.

An Incident might give rise to the identification and investigation of a Problem, but never become a Problem. Even if handed over to the Problem Management process for 2nd Line Incident Control, it remains an Incident. Problem Management might, however, manage the resolution of the Incident and Problem in tandem, for instance if the Incident can only be closed by resolution of the Problem.

See also: Incident Management

Incident (ITILv1):    An event which is not part of the normal operation of an IT Service. It will have an impact on the service, although this may be slight and may even be transparent to customers.

See also: Incident Management

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