2 Incident - Definition and Objectives 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 IncidentThe goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained
3 Problem - Definition and Objectives A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented.
4 Incidents, Problems and Knowledge Articles Lead IncidentLead IncidentIncidentIncidentIncidentIncidentKnowledge Articles
5 Priorities and SLAs Four Priorities: Default is 3 - Moderate Only Incidents with priority 1, 2 and 3 have SLAs
6 Priorities and SLAsThis will STOP the SLA running