Terminology - common expression

MiraH · Newbie Joined: Mar 04, 2010 Posts: 5 Location: Prague

What is the best common expression for ?

- Incident
- Service Request
- Request for Change (RFC)

More options are welcome.

Thanks

Diarmid · Posted: Fri Mar 05, 2010 6:40 am Post subject:

I don't understand the question.

Best in what context?

Common - how common?

Expression - in what language?

What is wrong with:

- Incident
- Service Request
- Request for Change (RFC) ?

Does "best common" imply that there are more than two common substitute terms for these? (assuming the expression "term" is at least an adequate substitute for the term "expression", if not the best common expression for it.)
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

thechosenone69 · Senior Itiler Joined: Jun 06, 2007 Posts: 268

Incident is Incident
Service Request is Service Request
(RFC) Request for change is Request for change

I hope that information was helpful...
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.

mnsmith

I always find that the most common terminology for each of these word is the word itself, since it's both defined as such in a best practice methodology (ITIL) and an international standard (ISO 20k).

However, the best (not common) expression is:

Incident - "oops I've broken it"
Service Request - "give it to me NOW"
Request for Change (RFC) - "do I really have to submit one of these"
_________________
Mick Smith
Change, Configuration and Release Manager

UKVIKING · Posted: Fri Mar 05, 2010 8:57 pm Post subject:

Incident is a IM ticket
SR is a SR ticket
RFC is a CR ticket
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

Diarmid · Posted: Fri Mar 05, 2010 9:08 pm Post subject:

So, John, what ticked you off today?

Or is there a metaphor hidden in your contribution?
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

UKVIKING · Posted: Fri Mar 05, 2010 10:52 pm Post subject:

I was trying to translate TCO69 into ticket system references

I was also trying to follow the silliness

Unlike in LI, where I have yet to add to ....what is a defect ?
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

Diarmid · Posted: Sat Mar 06, 2010 2:16 am Post subject:

"silliness"?

I've been racking my brain over the relative merit of "term" vis a vis "expression".

Don't tell me I've been wasting my time.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

MiraH · Newbie Joined: Mar 04, 2010 Posts: 5 Location: Prague

thechosenone69 · Senior Itiler Joined: Jun 06, 2007 Posts: 268

uhmm service desk? it feels like crosswords damn thats not 8 characters
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.

Diarmid · Posted: Mon Mar 08, 2010 8:00 pm Post subject:

Timo · Posted: Tue Mar 09, 2010 3:17 am Post subject:

Diarmid · Posted: Tue Mar 09, 2010 4:27 am Post subject:

I just said that!

Okay. Good précis, Timo Cool

_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

DYbeach · Posted: Tue Mar 09, 2010 8:56 am Post subject:

Mira....

The word 'call' is being used as a noun here

Hope I am not stating the bleeding obvious to you

(English is also not my first language. I was born in an English speaking country but it was not spoken at home. So I understand the confusion that non English speakers may have)
_________________
DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell

MiraH · Newbie Joined: Mar 04, 2010 Posts: 5 Location: Prague

Hi Diarmid, Timo, DYbeach,
thank you for your answers.

As we receive about 70% entries via Service desk application, 20% via email, and 10% via phone is the suitable collective term for {Incident, Service Request, Request for Change } "ticket"?

Would sound the sentences below "natural" in (business) English?
" ... Dear client I am about to discuss with you the ticket ..."
" ... I have just changed the type of your ticket from "Service request" to "Request for Change" ..."
" ... I am sorry I have to decline your ticket as it was found unsubstantial ..."

------

Some people suggested "issue", but the others claimed that "issue" evokes problem (not ITIL term "problem"), and consequently problem evokes term "incident". Any ideas about that?


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