{"id":148145,"date":"2023-03-15T11:46:38","date_gmt":"2023-03-15T14:46:38","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/incident-and-problem-management\/"},"modified":"2025-12-16T14:44:15","modified_gmt":"2025-12-16T17:44:15","slug":"incident-and-problem-management","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/incident-and-problem-management\/","title":{"rendered":"Incident and Problem Management"},"content":{"rendered":"\r\n<p><span style=\"font-weight: 400;\">The Incident Management practice is one of the most popular in Service Management.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, the purpose of the <a href=\"https:\/\/itsmhouse.com\/como-montar-um-fluxo-de-gerenciamento-de-incidente-com-itil-4-e-itil-v3\/\">Incident Management<\/a> practice is to minimize the negative impact of incidents by restoring service to normal operation as quickly as possible.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">So, what is an incident? We can define an incident as an unexpected interruption of service, or a reduction in service quality.<\/span><\/p>\r\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/incident-and-problem-management\/#About_Incident_Management\" >About Incident Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/incident-and-problem-management\/#Incident_Management_Tools\" >Incident Management Tools<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/incident-and-problem-management\/#About_Problem_Management\" >About Problem Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/incident-and-problem-management\/#Problem_Identification\" >Problem Identification<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/incident-and-problem-management\/#Incidents_versus_Problems\" >Incidents versus Problems<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"About_Incident_Management\"><\/span><span style=\"font-weight: 400;\">About Incident Management<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Obviously, Incident Management can have a huge impact on customer and user satisfaction and how they perceive the service provider, as it works very closely with those who use the services to achieve their own results.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Certain considerations deserve to be mentioned for a better understanding of this practice.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">All incidents must be logged and managed to ensure resolution within a timeframe that meets customer and user expectations.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In addition, goals for resolution times must be agreed, documented, and communicated, in order to ensure that expectations are realistic and everyone is aware of them.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Incidents are prioritized based on a classification, also within a pre-established agreement, to ensure that the resolution of incidents with a greater impact on the business occurs before the resolution of other lower-impact incidents.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Of course, organizations must plan their Incident Management practice to provide coordination and allocation of resources according to different types of incidents.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Low-impact incidents should be managed efficiently, without consuming too many resources. On the other hand, high-impact incidents may and should require more resources and more careful and complex management.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">It is common for separate procedures to exist to deal with major incidents and information security incidents.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Incident_Management_Tools\"><\/span><span style=\"font-weight: 400;\">Incident Management Tools<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Information about incidents should be stored in records, supported by appropriate tools.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Ideally, technology should allow for relationships between incidents, configuration items, changes, problems, known errors, and other relevant information to support quick and efficient diagnosis and recovery.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Modern tools offer the ability to automatically match incidents, problems, and known errors, and even intelligent data analysis to generate support recommendations for future incidents.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">People working on an incident should provide good quality information in a timely manner, such as symptoms, affected configuration items, business impact, among others, for proper communication.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, collaboration tools play a key role in this practice, as people working on an incident can contribute effectively.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Have doubts if processes can stifle innovation? We made a post discussing this subject!<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"About_Problem_Management\"><\/span><span style=\"font-weight: 400;\">About Problem Management<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">First of all, we know that every service has errors, faults, or vulnerabilities that can cause incidents, in any of the four dimensions.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Many of these errors we identify and resolve before the service goes into production, but some do not, threatening services in operation.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In <a href=\"https:\/\/www.axelos.com\/certifications\/itil-service-management\/\">ITIL<\/a>, these errors are called &#8220;problems&#8221; and are addressed by the Problem Management practice.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">The goal of Problem Management is to reduce the probability and impact of incidents by identifying the real and potential causes of these incidents and by treating workarounds and known errors.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Anyway, it is important to know the definitions of the terms below for a better understanding:<\/span><\/p>\r\n<ul>\r\n<li><span style=\"font-weight: 400;\">Problem: can be defined as the cause, or potential cause, of one or more incidents;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Known error: is a problem that has already undergone analysis, but has not yet been resolved;<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">Workaround: is a solution that reduces or eliminates the impact of an incident or problem, for which a complete solution is not yet available.<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Some workarounds serve the purpose of reducing the probability of incidents occurring.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Problem_Identification\"><\/span><span style=\"font-weight: 400;\">Problem Identification<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Anyway, Problem Management involves three distinct stages: problem identification, problem control, and error control.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Problem identification is also responsible for problem logging. Problem control has other activities, such as problem analysis and documentation of workarounds and known errors.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Error control manages known errors after initial problem analysis, usually identifying failed components.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Incidents_versus_Problems\"><\/span><span style=\"font-weight: 400;\">Incidents versus Problems<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Anyway, the difference between an incident and a problem needs to be clear!<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Problems are related to incidents &#8211; an incident &#8220;is born as an incident and dies as an incident&#8221;. An incident does not turn into a problem, okay?<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">On the other hand, one or more incidents can give rise to or identify a problem.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, we must manage problems differently from incidents!<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Incidents have an impact on users or business processes, and we must resolve them as quickly as possible to restore normal business activity.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Problems, on the other hand, are the causes of incidents. In this case, they require investigation and analysis to identify the cause, develop workaround solutions, and make recommendations for a complete and long-term solution.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">So, to wrap up, a simple analogy can be used to finally understand the difference between the two: incident management would be the firefighter, while problem management would be the expert who investigates the cause of the accident, in order to avoid recurrence or to minimize future damage.<\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>The Incident Management practice is one of the most popular in Service Management. Therefore, the purpose of the Incident Management practice is to minimize the negative impact of incidents by restoring service to normal operation as quickly as possible. So, what is an incident? We can define an incident as an unexpected interruption of service, [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148146,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9436,9433],"tags":[10143,10144,10145,10077,10146,10147,9833],"class_list":["post-148145","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil4","category-tutorials","tag-gerenciamentos-de-incidente","tag-gerenciamentos-de-incidente-e-problema","tag-gerenciamentos-de-problema","tag-incident","tag-incident-management","tag-problem","tag-problem-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Incident and Problem Management - PMG Academy<\/title>\n<meta name=\"description\" content=\"Learn about Incident 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