Answer Posted / jon

In ITIL terms an incident is a loss or reduction in service to the customer. This could be that the service isn't working or can't be accessed, has done something wrong or is not performing to the agreed specification.

A defect (or 'problem' in ITIL) is the underlying cause of an incident.

For example if my website crashes whenever a particular page is called then this is a defect (or problem). Each instance of this happening is an incident.

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