Incidents, problems and changes

[neyz]

Hello everyone,

I am writing this post because i would like to know how you guys manage your whole incident problem and changes workflow in your organisation.

Ticket type incident : This is the easiest to manage, it gets created by customer and eventually linked to a CMDB config item for tracability with a service defined and appropriate SLA. New - Open - Closed. Easy.

What if fixing this incident requires a change ? Would you switch the ticket type to something like "problem" and create a change from that ticket ? Or would you link this incident to a new ticket type "Problems" and from that create a change ? Or skip that step and create a change from that incident directly ?
What is the difference in OTRS between an incident and problem ? How do you differentiate one from the other, a dedicated queue and ticket type and that's it or is there more to it ?

How would you handle internal demands for example "update antivirus licence on server x" ? Would you directly create a change linked to the server or what is the best process ?

I know this is a rather broad subject but it would be nice to have different inputs from everyone.

Cheers !