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'Incident' is a Better Term Than 'Emergency' or 'Crisis'

By Peter Aitken Although emergency and crisis are well understood and well used words in the business continuity community, there is a wider move towards using the term 'incident' across all disciplines.
May 15, 2004

ITSM Watch Staff

By Peter Aitken

The term "major incident" is now prevalent amongst the emergency services, and the ITIL service delivery best practice is also based on "managing incidents".

The use of the word incident is far more neutral, and non emotional, it is certainly the best word to be used when liaising with the media, and it will give a better message to company staff, customers, and suppliers alike, thus protecting company, and brand reputation.

If we were to use "incident" to describe all levels of events within any given organisation, it would simply mean having an agreed escalation process whereby the incidents are classified, and the appropriate levels of incident management informed/engaged.

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