ITIL Incident VS Problem

[@CharlesGramazzo]

Wow, this is the best explanation about the difference between Problem x Incident i've ever seen. Super Thanks!!

[@sayankumarchanda2916]

This session deserves billion views and Likes ....

[@benandrews3917]

This is the best explanation I have found. Thank you!

[@ipsaggrawal]

The best video to understand Incident vs Problem.
Your last video was uploaded b4 2 years.
Wish to see more.
TY

[@adamshoop5140]

Wow, a FANTASTIC explanation! Thank you!

[@arturomendez6330]

You are great...the way you expose is great!!

[@xhichun123liew2]

very creative explnation. LOVE YOUU

[@BollyToHolly]

one of the best explanation !

[@seanblake8000]

You are brilliant 👏

[@merecc]

A very clear explanation of the difference between an incident vs problem.

[@sab_1055]

Elegant... From an IT perspective, I see this as useful for daily life.

[@anuradhaprasad7517]

Wao,thanks for explanation.

[@The1234567890ashish]

This was a very comprehensive explanation. Thank you so much!

[@sergehamisi3]

Amazing... Simple and clear 😃

[@gauravshukla2721]

Thank you so much for this simple easy and lucid explanation of diff between an incident & problem !!

[@vipulsheth10]

Thanks Jo for this wonderful piece of knowledge sharing. For me its like having ice-creame. Smooth, delighful and long lasting experience !!

[@manojpadhi8374]

Most beautiful Explanation... From a non IT perspective... Jaz simply loving it

[@Iguanka84]

Great lesson :) I've never thought I'd say this, but it's a pleasure to listen.

[@gesley_neres]

Thank you for this very ilustrative explanation!!!
I really like your video.

[@kb8570]

Amazing video

[@englandfoods]

Great explanation

[@Simonb1978]

An incident can never be a problem but problems though cause incidents.

[@gerhardstorfer6013]

Thanks, great explanation and clarification for incidents vs. problem.

[@safeer613]

Brilliant. And subscribed.

[@RakeshKumar-ce8yf]

Awesome example

[@madhurgupta970]

Nicely Explain...

[@Name260812]

I loved your watch strap too !

[@jopeacock1410]

Thanks ever so much! :-)

[@ashvinishahare9760]

Thanks Jo...beautiful explaination

[@sweetya8236]

You are an awesome explainer

[@DewayneGore]

Great explanation! Well done. Thanks.

[@anasabdejawed8903]

Thank you ... useful information

[@maketechsolutions]

fullpower examples Jo

[@Amazinggkfactswithmj]

Hey Jo.. Many congratulations on being one of the gifted teachers who explain complicated things like this in the most interesting and amusing ways... Love your work... Subscribed

[@Name260812]

Hi Jo, one more question is, once a PRB is raised what should be the next steps?

[@last_ivka]

Thank you very much! Great explanation.

[@gianmarcocastro4909]

great video!

[@maxw1061]

very good explanation. Thank you very much :)

[@pavithraparameswaran8518]

Thank you so much. This was very informative :)

[@adedolapookunsanmi6152]

Thanks, i have a clearer understanding now

[@pankajsullere2757]

Best explained

[@socceraswelikeit-themanutd1243]

loved it

[@Rubayv]

Thank you it is really clear

[@sifiso-gumedes-world]

Thank you so much.

[@Name260812]

So true. We really don’t need to know -Why ☺️ Masterstroke.

[@jopeacock1410]

We do sometimes obviously, just not all the time :-)

[@sanketghag9311]

Could pls explain the same in terms of IT service desk management....I know the basics however wanted to understand more

[@GandiRajaganesh]

So can we say finding the root cause of incidents is a problem management??

[@jopeacock1410]

Yes, Raja, that's exactly right :-)

[@hyacinth1966]

Dear Jo I’ve sent an email just to ask your advice regarding an issue in the work environment

[@mangeshlanke2964]

What is means by coms

[@piawartsback395]

incidents are something that unexpectedly happened that involves temporary interruption that requires attention in order to restore back to its functionality

[@jopeacock1410]

Hi Pia, thanks for the comment.
This is certainly true for a lot of incidents, however not all incidents are unexpected. If we look at the purpose of proactive problem management it is to pre-empt incidents, identifying possible single points of failure, and prevent them from happening in the future (dependent on the organisational direction / budget etc).
If we think of the problem management technique of the technical observation post then the entire purpose is to wait for the incident to happen to facilitate identifying the cause. Se we know that the incident will happen in advance, we just don't know what pre-empts the incident at that point in time.
Problem management and Availability management will actively identify points of failure (potential or active) and decisions are made as to whether to prevent the incident in the future. Often that decision is based on budget in which case the expectation is that the incident will occur in the future because it has not been prevented. Sometime the exact time and date of the incident is known.

[@alpanabaruah42]

Hii Jo why you look so angry