Definition
ITIL terminology defines an incident as:
- Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to or a reduction in, the quality of that service. The stated ITIL objective is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
ISO 20000 defines an incident (part 1, 2.7) as:
- any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service.
Read more about this topic: Incident Management (ITSM)
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