Process terms and definitions
There are a number of key terms related to incident management, including incident, major incident, escalation, response time, resolution time, classification code, closure code, and so on. In this section, you will learn the definitions of these terms:
- An incident is defined as an abnormal condition for a service or a component of a service. It could be a situation where the service is not working or the service performance has degraded to the point where the service is unusable. It could be a component is down to the point that the service is no longer performing. There are situations where a component is down but has a redundant capability, so the service is still working but the component is not in a normal operational state. This too will be an incident. Another situation could be missing an agreed target for data/information updates, which can delay other activities and can potentially negatively impact a business. Within your organization...
