NetkaQuartz Service Desk X Features
An incident is an unplanned interruption of an IT service, or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted services is an incident as well. The purpose of Incident Management is to restore the service as quickly as possible, and to minimize the adverse impact on business operations.
The key objectives of Problem Management (PM) are to prevent and eliminate the recurring incidents. PM includes the diagnosing causes of incidents, determining the resolution, and ensuring that a resolution is implemented. PM also manages the known errors to minimize the impact of incidents and problems.