Incident and problem management
Restoring service fast, versus fixing the underlying cause.
Incident management restores normal service as quickly as possible. Problem management looks for the root cause of one or more incidents so they don’t happen again.
On the exam
Repeated incidents of the same kind point to weak problem management.
Related terms
- Root cause analysisFinding why a problem happened, not just what happened.
Test yourself with today’s question of the day.