Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Fri Aug 03, 2012 6:56 pm Post subject:
Without going that far, I would have thought that the names would tell you that one is something asked for and the other is something occurring. _________________ "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
Posted: Fri Aug 10, 2012 9:29 pm Post subject: Re: Difference between service request and Incident
Could anyone please explain difference between service request and incident with a suitable example of each.
The service request is a request for information/help. For example, creation of an user account is the service request (common work).
The incident is something like out of the schedule - f.e. reset of password.
Service Request (ITILv3): [Service Operation] A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.
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