An organization experienced an unplanned event.

The unplanned event described is adisruptionof service. In IT service management frameworks like ITIL, disruptions occur when an incident prevents normal service delivery. The goal of incident management is to restore service quickly and minimize impact on customers.

A bug refers to a software defect, which may cause disruptions but is not synonymous with the event itself. An error represents a fault, while change refers to deliberate modifications. Only disruption captures the unplanned nature of service unavailability.

Recognizing incidents as disruptions helps organizations apply structured processes such as escalation, root-cause analysis, and communication. It ensures resilience in cloud-based environments where uptime is a key performance indicator and customer trust is closely tied to availability.