事件管理与问题管理之间的差异

事件管理vs Problem Management

Difference between incident management and problem management is that incident management is about managing an unexpected situation while problem management is about managing an issue which has arisen. Knowing the difference between incident management and problem management is important due to the fact that they are closely linked with each other. In fact, the incidents, if not managed immediately and properly, may cause unexpected problems later. If there is no proper system or efficient system for incident management, then it is giving way to problem management. Therefore, problem management is essential in identifying the root causes for a particular incident and to solve the issues.本文试图清楚事件管理与问题管理之间的差异。

What is Incident Management?

事件是一种意外的事件，可能会对相关方产生积极或负面影响。在组织环境中，事件可能需要立即解决。例如，如果在办公网络内部运行的系统/程序崩溃，则可能会影响业务流程的流动，这需要立即解决方案。否则，它可能会直接影响正常的业务活动。因此，事件管理是一个解决现场事件并尽快返回正常事件的过程。事件管理过程包括四个组成部分：确定事件，分析发生的事情以及如何发生，找到尽快纠正它的解决方案，并防止其再次发生。

Any fault or incident has to be identified and reported at the bottom level. Once it is reported, necessary information should be collected for analysis to find out what happened and how it happened. Next step is to find a solution to correct the fault and return to normalcy as soon as possible. In finding a solution, refer to past incidents of similar nature and check whether it can be applied to this situation, as well. If it is not possible to find a solution at the local level from the past experiences, escalate it to the next level. Record the incident and the solution for future reference. Finally, precaution should be taken to prevent the same incident happening again.

什么是问题管理？

Problem management is the process of managing the problems arise due to a particular incident. The main objective of problem management is to prevent problems arising from certain types of incidents that cause damages for the resources of organization s or to reduce the impact of incidents that cannot be prevented.

The process of problem management involves few steps as identifying the root causes for the problems, applying various techniques of solving the problems and measuring the effectiveness of the used techniques. In reality, when managing and solving problems, there are two types of techniques that are used. i.e. proactive or reactive techniques/actions. Proactive techniques include the actions taken before an incident is converted into a serious problem. For an example, in an organization at the production flow, after completing each of the activity in the process, quality inspection needs to be carried out in order to reduce the risk of producing products with quality defects. It is a convenient method that can be used to track the stage at which the quality defect arises and, therefore, failures can be identified at the time of the incident. So the errors can be rectified within the organization.

Reactive techniques are used at the time when the products are being rejected by the customers due to quality defects. That means actions are taken after some incident has occurred. Therefore, out of these two methods proactive techniques are beneficial than reactive techniques problem management.

事件管理和问题管理有什么区别？

•事件是一种意外的情况，可能会影响事件的相关方，并且需要尽快管理以恢复正常状态。尽管问题管理可以被视为管理因各种事件引起的某些问题的过程。

• When comparing these two terms, problem management is required as a result of a particular incident and, therefore, there is a close link between these two terms.

• An incident may cause a positive impact as well as a negative impact towards the related parties. Problem management is required due to the negative impacts of the incident.

•需要在最短的时间内管理事件，但是可以延长问题管理。

•事件管理关注立即解决故障并恢复正常状态，而问题管理则关注找到永久解决方案并消除问题再次发生的根本原因。