Service Request / Query

[winz]

Hi Folks,

Can a service request or a technical query (mabye like a How-To question) be a problem ticket ?

Cheers
Winz
_________________
"Look at Frustration as a positive thing. It is the frustration that drives you to improve"

[Ziad]

Hi Winz,
As defined by ITIL, no it can't. It's considered an incident but not a problem. I do not have my notes nearby, but I wrote down a sentence that considers Service Reqeuests as incidents.

Cheers,
Z!

[Guerino1]

Hello,

Ziad is correct. ITIL classifies this as an Incident.

However, this is one of those areas where many experienced IT leaders feel that ITIL is rather incorrect. If you break down a "Question" looking for an answer, it's really more of a Service Request, as there was no disruption in any service or occurance of any negative activity that impacted someone's "experience".

"Service Management", as is traditionally defined, is more along the lines of managing Service Requests or a Request for Service. When someone calls the help desk with a question, it's really more of a Request for Service, with the hope that someone with the appropriate knowledge can help them with their question. There really is no "Incident" in the true sense of the word.

However, if you're strictly implementing ITIL with no other appropriate operational solutions in your enterprise (I truly hope this is not the case), then, yes, it classifies as an Incident, within ITIL, as there is no better place to put it.

I hope this helps.

Regards,
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[Edited by Admin to remove link]

[winz]

Hi All,

Thank u for your valuable inputs. I was thinking along the same line of thought, but then somehow I got lost and confused myself.

But now its crystal clear to me... Thanx again

Cheers
Winz
_________________
"Look at Frustration as a positive thing. It is the frustration that drives you to improve"