Incident

The ITIL term for an event that causes an interruption to or a reduction in service.

Typically, when the service desk personnel cannot immediately resolve a service desk interaction, they use Incident Management to create an incident record. The difference between an interaction and an incident is the level of support required for the resolution. This may be based upon the complexity of the issue, number of individuals involved, or amount of work required. Any number of interactions may relate to one incident. The resolution of an incident results in the resolution of any related interactions.

Service Management stores incident records in the problem tables.