Event, incident, and problem management

When it comes to terminology, there are three key terms-event management, incident management, and problem management-that software teams need to think about.

These three terms, which also come under the Service Operations life cycle stage, are referred to officially as processes. As we are only introducing these concepts, we're not going to engage in a deep dive into each of these processes. Instead, we're going to focus on clarifying their definition so that you can use them appropriately as part of the ITIL model.

Although these terms are commonly used throughout the industry, they are still often interpreted differently, which somewhat undermines the value of a common language. However, despite this being somewhat of a hindrance, the desired outcome can still be achieved if you're able to invest, even the smallest amount, into trying to understand what the other party really means and having a discussion to clarify your mutual understanding. So, let's break down what we mean by each of these terms.