Искал наглядный ответ. И вроде как нашел.
OK, here is an example:
A user's PC freezes and she raises an incident at the service desk. Service desk tells her to reboot and the incident is fixed.
A few days later, her PC freezes again and Service desk notice that it happened a few days before as well. Service desk raises a problem record, because rebooting the PC only solves the incident temporarily and it does ot fix the root cause of whatever is casuing the PC to freeze. The problem record gets assigned to 2nd line support to do root cause analysis on what is causing the PC to freeze. They find to be a specific application and the problem ebcomes a known error. A change request gets raised to install a patch from the vendor of the application on the user's PC. If the patch is installed succesfully, the problem and all related incidents are resolved.
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I sometimes find that giving the textbook answer does not always clarify the difference though. I think it is also important to stress that the difference is how we deal with each one
- Incidents... quick turnaround, get the user back up and running
- Problems... require more time, only worth dealing with if the cost of implementing the fix is less than that of communicating and implementing the workaround.
e.g. something that affects one client once per week and is fixed within 5 mins is not worth logging as a problem in many cases.
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