How is an 'Incident' defined in the context of ITSM?

The definition of an 'Incident' in the context of IT Service Management (ITSM) is clearly captured in the notion of an unplanned interruption to an IT service. An incident disrupts normal service operation, which can often affect users and the overall functionality of IT services. The primary goal in managing incidents is to restore normal service operation as quickly as possible, minimizing any adverse impact on the business operations. This understanding aligns with ITIL (Information Technology Infrastructure Library) principles, which emphasize the importance of efficiently handling disruptions to service continuity to maintain user satisfaction and organizational productivity.

The other choices do not match the definition of an incident. A planned upgrade of services is a proactive activity rather than a disruption. A scheduled maintenance task is also a planned activity intended to prevent incidents. A document outlining service levels refers to service level agreements (SLAs) and does not pertain to incidents. Therefore, defining an incident specifically as an unplanned interruption underscores its critical role in ITSM processes.