The five ITIL books can be obtained directly from the publisher's website: HERE
Or as downloadable PDFs:
Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
Service related resources
Service Level Agreement
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
Select Interface Language:
Please contact us via the feedback page to discuss advertising rates.
The Itil Community Forum: Forums
ITIL :: View topic - Best process & classification for a broken iPad
Eric782 Newbie Joined: Jan 13, 2016 Posts: 1
Posted: Thu Jan 14, 2016 1:01 am Post subject: Best process & classification for a broken iPad
Scenario: User breaks their iPad.
Should they create/open an incident? Or, should they be instructed to go directly to the Service Directory and select "iPad Service Request"?
Should an incident be created first (since a CI is indeed broken) and then a Service Request opened off of that? And then the incident should remain "open" until the service request is complete?
How have others handled a scenario like this?
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3582 Location: London, UK
Posted: Thu Jan 14, 2016 5:13 am Post subject:
Do you the difference between an Incident and a Request as per the definitions of the IT Service Management best practice - ITIL ?
The definition is there _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
All times are GMT + 10 Hours
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV Site source (c)2003, and is Free Software under the GNU / GPL . All Rights Are Reserved.