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Availability

Availability Management​

  • Availability is the ability of an IT serveice or other configuration item to perform its agreed function when required.

Incident​

According to ITIL 4:

  • An unplanned interruption to a service, or a reduction in the quality of a service
  • An incident is the representation of an outage

Problem​

According to ITIL 4:

  • A problem is a cause, or potential cause, of one or more incidentes
  • A problem is the representation of a cause or potential cause of one or more outages