Browse Definitions :
Definition

problem

A problem, in an IT service management (ITSM) context, is an issue that could cause an incident. An incident, in turn, is an event that must be dealt with – or at least addressed with a workaround -- to ensure that the system it has affected, or could potentially affect, can continue to operate normally. Incidents typically involve the failure of an expected service.

The terms problem and incident are often confused. However, in ITSM, the two have a causal relationship: A problem is something that is wrong (or goes wrong), and an incident is the potential result of that problem. In security management, for example, a vulnerability such as an open port, is a problem, and something that indicates an attack has taken place as a result of that open port, such as a system crash, is an incident. 

A problem can exist for some time without causing an incident but a single problem can also cause multiple different incidents. Likewise, a single incident may result from a combination of problems that would not separately cause an incident. Incidents may be resolved, meaning that service is restored, without discovering the problem responsible. However, without detecting the root source of an incident, there is no assurance that it will not recur.

See also: problem management, incident management

This was last updated in November 2016

Continue Reading About problem

SearchNetworking
SearchSecurity
  • man in the browser (MitB)

    Man in the browser (MitB) is a security attack where the perpetrator installs a Trojan horse on the victim's computer that is ...

  • Patch Tuesday

    Patch Tuesday is the unofficial name of Microsoft's monthly scheduled release of security fixes for the Windows operating system ...

  • parameter tampering

    Parameter tampering is a type of web-based cyber attack in which certain parameters in a URL are changed without a user's ...

SearchCIO
  • e-business (electronic business)

    E-business (electronic business) is the conduct of business processes on the internet.

  • business resilience

    Business resilience is the ability an organization has to quickly adapt to disruptions while maintaining continuous business ...

  • chief procurement officer (CPO)

    The chief procurement officer, or CPO, leads an organization's procurement department and oversees the acquisitions of goods and ...

SearchHRSoftware
SearchCustomerExperience
  • clickstream data (clickstream analytics)

    Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about...

  • neuromarketing

    Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by scientifically ...

  • contextual marketing

    Contextual marketing is an online marketing strategy model in which people are served with targeted advertising based on their ...

Close