What is incident in ITIL?
ITIL 中发生了什么事件？
ITIL defines an incident as an unplanned interruption to or quality reduction of an IT service. The agreed-upon service level between the provider and the customer is specified in the service level agreements (SLA). Incidents differ from both problems and requests: An incident interrupts normal service.
ITIL 将事件定义为 IT 服务的计划外中断或质量降低。 服务水平协议 (SLA) 中规定了提供商和客户之间商定的服务水平。 事件不同于问题和请求：事件中断正常服务。