Many organizations have developed multi-tiered, information technology (IT) support services delivered by help desks , network operations centers (NOCs) and engineering organizations. A common mistake made when developing these services is to focus on responding to incidents instead of on preventing problems from occurring in the first place. The relationship among these service activities is not well understood, thus many organizations fail to successfully execute proactive problem prevention.
This whitepaper available here defines incident and problem management based on the Information Technology Infrastructure Library (ITIL) Service Support best practices and INS’s experience in the industry. It further explains the differences between incident management and problem management and offers a framework for addressing both activities.