ITIL 4 Foundation Practice Exam 2025 - Free ITIL 4 Practice Questions and Study Guide

An incident in ITIL terminology refers specifically to an unplanned interruption to a service or a reduction in the quality of that service. This definition emphasizes that incidents disrupt normal service operations, which can lead to interruptions for users and affect business processes.

When an incident occurs, it typically requires immediate attention to restore service as quickly as possible to minimize negative impacts on the organization. The distinction lies in the fact that incidents are reactive situations that require response and resolution, contrasting sharply with activities like upgrades, planned maintenance, or scheduled downtimes, which are part of proactive service management and are planned in advance. These proactive measures are intended to improve or enhance service rather than address service disruptions that have already occurred. Thus, the focus on unplanned interruptions highlights the critical nature of incident management within IT service management practices.