- So what is an incident? Cause incidents do occur. Well, the idle definition of an incident is the unplanned interruption to the agreed or normal level of service. Or a reduction in the quality of the service. But what does that actually mean? It means that the service isn't working as it should be working. Or it's not working to the same level it should be working. And the whole point of incident management is to try and get the users back up to that normal, or as close to that normal level as soon as possible. But what you have to remember is that incident management is very much like first-aid. It is not designed to get to the root cause of what created that incident It's about getting the user community back up and running as quickly as possible.

- And exactly that. A good example is very common in a lot of I.T. enabled will services the nature of a service becoming unavailable. So one minute it was working this morning, and this afternoon the service becomes unavailable to the users. At Incident Management we obviously not just see the absence of no operations of service, but often there very business prioritized where we'd understand what the impact of that incident is to the organization. And typically apply workaround. For example, most workarounds would often be like reboot, reinitialize the system, the service. And therefor service is restored back to the norms of the users, and they become productive once again.

- So the incident is about get is the unplanned interruption. Incident management is about getting the user back up and running as quickly as possible. Using whatever is needed. So a reboot is a really good example as Marty's already said. A reboot gets the user back up and running. We don't care, inverted commas, why it happened. That is problem management. Incident management is about getting the users back up and running.