Good Incident Management in Organization is not an easy thing to accomplish. To make it more obvious, let’s start with the definitions.
An Incident is an event, which makes a service work in an incorrect way, not included in the specification. A Problem – on the other hand – is the underlying cause of an Incident.
No one is happy because of an incident, especially that the underlying problems are often not possible to be solved by the 1st Line of Support in a Service Desk project, as the root cause lies deeper in the system, thus requires a different level of competencies. The process might also include the owner of the service and the management. All these people will need to cooperate at some point. As you can see, this is a complex situation. Thankfully, this can be managed.