Quick answer
ITIL basics for PMs: an incident is broken service (restore fast); a problem is the underlying cause (fix forever); a change is an authorized modification (don’t break it).
Incident
Service disrupted — goal is restore, not diagnose: rollback, workaround, escalate.
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Problem
The recurring/root cause behind incidents — investigated and fixed through the change process.
Change
An authorized modification — approved, tested, scheduled; uncontrolled change creates the next incident.
How they chain
Incidents recur → problem record → root cause → change request → controlled change → incidents stop.
Bottom line
ITIL basics for PMs: an incident is broken service (restore fast); a problem is the underlying cause (fix forever); a change is an authorized modification (don’t break it).
FAQ
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