Incident vs. Problem: How to differentiate and manage it

The objective of Incident Management is to restore the service as quickly as possible to meet Service Level Agreements (SLAs) while the emphasis of Problem Management is to resolve the root cause of errors and to find permanent solutions.

Unfortunately today, many organizations do not manage incidents and problems accordingly due to the confusion and fear of it being a hard or complicated process when actually, it can be quite simple especially when using the proper tools.

In this webinar, we will discuss the difference between incidents and problems as well as the steps of proactively identifying and managing them and how the proper tools can make this process simple and easy.

Author

Gustavo Oliveira

Gus Oliveira has a degree in Business Administration as well as a degree in Economics from The University of Massachusetts – Dartmouth (USA). Oliveira has experience in the software industry for Business Excellence also in the financial and business development field, working in large companies both in the United States and in Brazil as a financial analyst, business strategy consultant and a senior project consultant.