Home > Glossary > ITIL 4 Foundation > Incident

📖 What is Incident?

An unplanned interruption to a service or reduction in the quality of a service.

🥋 Sensei Says:

"If it's broken, or suddenly slow, it's an incident. If they are just asking for something new, it's a service request."

📚 Certification: ITIL 4 Foundation (ITIL4-Foundation)

🔑 What are the Key Concepts of Incident?

▸ Can be reported by users, or automatically detected by monitoring tools.
▸ Impacts productivity and requires immediate attention to restore normal operations.

🎯 How does Incident appear on the ITIL4-Foundation Exam?

Distinguishing between an incident (a printer is jammed) and a service request (requesting a new printer).

❓ Frequently Asked Questions

Is a slow application considered an incident?

Yes, a reduction in the quality of a service (like sudden slowness) is an incident.

Related Terms from ITIL 4 Foundation

Continual Improvement Practice Systems Thinking Integrity Silo Mentality Service Actions Sourcing Strategy

📝 Related Study Guides

Study Guide 5 min read

Top ITIL 4 Foundation Study Tips for Success

The key to passing the ITIL 4 Foundation exam is combining a solid understanding of the core concepts, like the Service Value System and Four Dimensions, with consistent practice using high-quality mock exams.

Study Guide 6 min read

How to Pass ITIL 4 Foundation on Your First Try

To pass the ITIL 4 Foundation exam on your first try, you must master the ITIL vocabulary, grasp the core concepts like the Service Value Chain, and validate your knowledge through rigorous practice exams.

Deep Dive 4 min read

ITIL 4 Foundation Exam Format Explained

The ITIL 4 Foundation exam is a 60-minute, closed-book exam consisting of 40 multiple-choice questions. You need a score of 65% (26 out of 40) to pass.