Incident
An unplanned interruption to a service or reduction in the quality of a service.
Impact
Incidents disrupt value creation. The goal of Incident Management is to restore normal service operation as quickly as possible.
Weinto take
An incident is a gift. It is the system telling you where the reality of your architecture diverges from your mental model. We don't just "resolve" incidents; we mine them for gold in the Post-Mortem. If you fix the symptom but ignore the lesson, you wasted a perfectly good crisis.