IT Incident Management vs. Problem Management - ITIL4

are you confused by the difference between incident management and problem management well i'm chris ward and i'm here to tell you what the pros know [Music] now perhaps many of you have been introduced to the term incident or problem by utilizing some sort of i.t service management software like servicenow or remedy or any of these incident tracking systems that you have and you know you hear people use the word incident and then problem or then problem then incident and it seems like well aren't they talking about the same thing actually in the world of itil they are not now the difference is obviously going to be you know what many people might say this sounds like a semantical kind of a thing you know you say incident i say problem i say problem you say incident but actuality in the world of itil as a framework the incidents do not become problems well it was an incident now it's a problem no instead believe it or not problems cause incidents so what we find is that anytime you have some sort of uh you know product or service that you're delivering whether it's software based or it's maybe like access to something or you build something like a piece of hardware or it could be even service actions that are done behind the scenes that there are i would say always a little bit of the vulnerabilities or errors or issues that are going on and those are what cause the incident now in the world of itil they use the word problem instead of an error or a vulnerability now it doesn't mean that we don't use the term error or vulnerability or anything like that but let's take a look at the definitions and then i'll kind of break it down for you just a little bit first off an incident so an incident according to itil is any unplanned interruption which means of course if there are unplanned interruptions there are planned interruptions things like maintenance or projected service outages that happens or any degradation in the quality of an i.t service or any of the i.t service components so for example an incident is something like you try to log into maybe your sharepoint site or into some sort of service portal and you put in the url or you know click on a link and it comes up and it says 404 page not found or you know unable to connect to the server or some error message and you're like well great that's where all my stuff is and i need to get to it that is an interruption that's an unplanned interruption you were planning on getting some work done and it didn't happen whereas the degradation of quality is you click on the link you type it in or whatever and it loads slowly like this okay finally you type in your username your password you hit it and it spins and it spins and it spins and it spins and it spins times out try it again spins up finally you get logged in it's there's a degradation in quality it's not fast or the performance is not what it's supposed to be or maybe there's too many people are logged in and but yet there should be plenty of room for people to log into this thing it doesn't matter that's a degradation in quality or again the unplanned interruptions that's an incident then we see problem problem is any potential or actual actual or potential cause of an incident which could be one incident or it could be more incidents it could be more of a cascading effect and this is where those vulnerabilities is error errors those uh the causes come in one of the ways that i like to you know describe this is uh incidents are like fires right and in fact we always kind of kid around on the service desk talking about we got a lot of fires to put out today or there's a whole bunch of fires happening and we're all putting them out right so an incident is kind of like a fire it's you know what it happened you go and you fix it you put it out that's great problem management is like arson investigation why did the fire start you know it could been faulty wiring in your uh in your house and you know triggered a fire or you're cooking something and you know someone wasn't paying attention and the grease splattered out and then it started a fire you know why did the fire start now the incident management is all about putting out the fire and those can be small fires like your you know type fives you know up to ones then you have major incidents which could be a little bit more bigger fire so you would probably spend you know do something a little bit different for that whereas problem management is why do these things keep happening this can be by the way both proactive where you take maybe some incident records and look for trends that you notice like hey you know what every thursday right around three to five o'clock we get a lot of people saying that the quality of you know the data links system is down well why is that well guess what thursday is maybe when a lot of people are running some reports a lot of people are logging in well then you can find that problem that cause and come up with a resolution so that way you're not having those incidents occur or it could be something where you have a major incident or you have something like a security breach or something that's you know really major and we would say oh okay well we definitely need to do problem management now problem management uses all kinds of different analysis you create what are known as known errors sometimes where you know about it but you don't have a full resolution you can put in place so you come up with what they call workarounds or macgyvers as i like to call them little duct tape baling wire chewing gum and you can fix anything right so you you come up with something that's not a full solution it's more of a mitigating solution where you kind of at least keep it from going to heck in a handbasket real quick so that is going to be where you take problem management now problem management utilizes things like kepner and trigo the five whys or what i like to call the kindergartener method but why but why but why you can also use technical observation posts where you just literally watch the machine and you know when it happens you're like oh now i see why that happened so these are all techniques that you find the reason the cause of the incidents where incidents you analyze well why is it down why is it not working why is it you know you're clicking on things and now it goes in blue screens on you that's where you use the incident analysis you follow your ticketing system you track it you provide good quality updates so that's the difference between incident management putting out fires and problem management which is much more like an arson investigation why did the fire start why did that incident or these set of incidents start so there you have it with incident management and problem management if you'd like to find out more about really cool things that itil as a framework can do why don't you take some of our itil courses here at it pro tv so now you know what the pros know

Channel: ITProTV

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Keywords: incident management vs problem management, incident vs problem, incident vs problem management, differences between incident and problem, problem management, it incident management, incident management, incident management process, incident management itil v4, incident management itil, itil problem management, it service management, incident management system, Problem management itil, It incident response steps

Id: BYvHOqZjne0

Length: 7min 22sec (442 seconds)

Published: Fri Feb 05 2021