The Infrastructure Prioritization Process
Incident: 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 IT customer productivity. An Incident might give rise to the identification and investigation of a Problem, but never becomes a Problem. Even if handed over to the Problem Management process for second 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.
Problem: The unknown root cause of one or more existing or potential Incidents. Problems may sometimes be identified because of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown. Occasionally Problems will be identified well before any related Incidents occur.