What is the difference between incident management and problem management?
An example of an AI chatbot conversation about incident vs problem management in IT service management.
What is the difference between incident management and problem management?
Incident management focuses on restoring normal service operation as quickly as possible, while problem management aims to identify and eliminate the root cause of incidents.
Can you give me an example of each?
Sure! An incident could be a server going down, requiring immediate attention. A problem might be the underlying software bug causing frequent server outages.
How do these processes work together?
They work in tandem; incident management addresses immediate issues, while problem management seeks to prevent future incidents by resolving root causes.
What tools are commonly used for these processes?
Common tools include ServiceNow for incident management and Root Cause Analysis tools for problem management.
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