What is an incident?

Incidents include any event which disrupts, or which could disrupt, a service. This includes events that are communicated directly by Users, either through the Service Desk or through an automated interface between Event Management and Incident Management tools.

Incidents can also be reported and logged by support staff, who may notify the Service Desk if they notice an issue. Not all events are logged as incidents. Many classes of events are not related to disruptions at all, but are indicators of normal operation or are simply informational.