How is an incident defined in the context of Incident Management?

An incident in the context of Incident Management is defined as an unplanned interruption or reduction in service quality. This definition emphasizes that incidents are unexpected events that disrupt normal service operations, affecting the ability of users to access or utilize services as intended. Understanding this definition is crucial for effective Incident Management, as it guides teams in responding to these disruptions swiftly to restore normal operations.

The definition differentiates between incidents and other service-related issues, such as planned maintenance activities or performance degradations, which may not always be classified as incidents. Furthermore, the focus on unplanned interruptions highlights the need for proactive response strategies in Incident Management, ensuring minimal impact on service quality and user experience.