What is the primary difference between Incident Management and Problem Management?

The primary distinction between Incident Management and Problem Management lies in their primary objectives and focus areas. Incident Management is centered around the swift restoration of normal service operation after an interruption occurs. Its goal is to minimize the impact on the business by addressing incidents quickly and efficiently. This means that when an incident arises — whether it be a service outage or degradation — the Incident Management process prioritizes getting the services back up and running, often through workarounds or temporary fixes.

On the other hand, Problem Management deals with the underlying causes of incidents to prevent their recurrence. It involves identifying and analyzing the root causes of incidents to implement solutions that will eliminate the underlying issues over time. While resolving incidents is crucial, the immediate focus of Incident Management is ensuring that users can access services again as swiftly as possible.

Therefore, the assertion that Incident Management focuses on restoring service captures its essential purpose, which is distinct from the longer-term objectives of Problem Management.