Page 311 - ITIL® Foundation 3.15

Event
Alert
Incident
Problem
Service Request Standard Change
Resolution Workaround Known Error Known Error Database (KEDB) Categorization
Identity Identification Access
Event - A change of state that has significance for the management of a configuration item or IT service. Something has happened – may not be important.
Alert - A warning that a threshold has been reached, something has changed, or a failure has occurred. Something has happened that we need to know about.
Incident - An unplanned interruption to an IT service or reduction in the quality of that IT service. Something has happened that we need to do something about.
Problem - An unknown cause of one or more incidents.
Service Request - A pre-defined, pre-approved, proceduralized, easily deliverable something, or possibly some standard changes submitted by an end-users.
Standard Change - A pre-approved Change that is low Risk, relatively common and follows a Procedure or Work Instruction. For example, password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a Service Request. See also Change Model.
Resolution - In relation to Incidents - The activity performed to restore service and allow the closing of the incident ticket. In relation to Problems – The activity performed to solve a problem (remove a root cause) and allow the closing of the problem ticket.
Workaround - Temporary solution for reducing or eliminating the impact of an Incident or problem for which a full resolution is not yet available.
Known Error - A Problem that has a documented root cause and a workaround.
Known Error Database (KEDB)-A database containing all Known Error records.
Categorization - An activity performed at the service desk to allow the attributes of an incident to be identified and recorded. Incident tickets opened by an event management software will automatically categorize the ticket. Categorization is also performed by problem management and entered into problem tickets. Categorization being the same in incident tickets and problem tickets automatically associates those two types of tickets together. This identifies that both the problem and incident ticket looked or acted the same. Any information then entered into the problem ticket, or known error database for this issue will be easily found (the next time the incident happens) because of this association.
Identity - A unique name that is used to identify a User, person or Role, The Identity is used to grant Rights to that User, person, or Role. Example identities might be the user name SmithJ or the Role ‘Change Manager’.
Identification - The act of verifying Identity.
Access - The level or extent of functionality of an application or data that a user is allowed to use.
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