3.2.1 Key Concept Distinctions: Part 1
This section clarifies the differences between frequently confused foundational ITIL concepts and practices.
| Concept A | Concept B | Key Difference Tested (Exam Focus) | Practical Implications |
|---|---|---|---|
| Incident | Problem | Unplanned interruption/degradation VS. Underlying cause of incidents. | Treating a symptom (Incident) vs. addressing the root cause (Problem). Critical for preventing recurrence. |
| Problem | Known Error | Cause of incidents VS. Problem that has been analyzed (cause known/hypothesized). | A Problem is being investigated; a Known Error is understood but not necessarily fixed. Workarounds exist for KEs. |
| Incident | Service Request | Something broken/degraded VS. Request for something pre-defined/normal. | Different workflows and urgency. Mixing them up leads to inefficiency and unmet expectations. |
| Change Enablement | Org Change Management | Manages changes to products/services VS. Managing the people aspects of change. | IT Change (technical) vs. ensuring people adopt the change (human factor). Both are needed for successful change. |
| Change Enablement | Release Management | Authorizes/schedules change VS. Makes service/feature available for use. | Approval/Coordination (Change) vs. Packaging/Deployment (Release). |
| Change Enablement | Deployment Management | Authorizes/sch |