Simple definition
An IT incident is an unplanned interruption, degradation, or anomaly affecting an IT service.
Technical definition
Incident handling primarily aims to restore service within an acceptable time. It differs from problem management, which investigates underlying causes, and change management, which controls planned modifications.
How it works / role
An incident is logged, categorized, prioritized according to impact and urgency, and assigned to a team. Actions and communications are tracked until restoration; if a recurring cause needs investigation, a separate problem record can then be opened.
What is it used for?
Structure support, prioritize service interruptions, coordinate restoration, and measure service quality.
Practical example
Loss of access to the ERP for an entire site is logged as a high-priority incident, assigned to the relevant team, and closed only after service restoration is validated with users.
Common issues
- Impact or urgency is assessed incorrectly, producing the wrong priority
- The incident is closed without validating actual service restoration
- Technical evidence and the timeline are poorly documented
- A recurring incident is repeatedly restored without opening a problem investigation
Related terms
IT Problem · IT Change · Monitoring
Key takeaway: The purpose of incident management is to restore service; long-term root-cause analysis may require a separate problem process.