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ITIL :: View topic - Service Request vs Incident
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Service Request vs Incident

 
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mahen
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Joined: Apr 04, 2007
Posts: 5

PostPosted: Wed Apr 18, 2007 6:09 pm    Post subject: Service Request vs Incident Reply with quote

Hi,

We are in process of creating service catalog. We have a Help Desk tool in production with Incident Type (eg: Hardware, Software, Application etc) and Sub Type (eg: Application/App01, App02 etc..). and then description field to enter the incident details.

new to ITIL, so lil confusion that where do i keep service catalog and how.

For eg: I received a call from user for some desktop problem.. i classfied (Hardware/Desktop PC/Problem desciption)

I received a request for new ip telephone.. how do i classify?.. do i need to use the type/subtype/description? or we maintain separate catalog for Services (service catalog) and Incidents.. When it is service request use service catalog and when it is incident use the other catalog

Please advice
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Wed Apr 18, 2007 10:46 pm    Post subject: Reply with quote

The service catelogue should be the list of services that you provide to your customers/users.

The definitions as to the classifcations with the Service desk tool should link to what kind of services you provide

For example

You provide IP Telephony, Email, Network connectivity, Web (internet and intranet access), Desktop Applications - general, Desktop Application - specialized

For IP Telephony - what are the sub services you provide - software, hardware, configuration etc

When a person who consumes your IP telephony service contacts the SD, treat the IP phone like a PC. so the Incident would be classified asHardware - IP Phone or Software - IP Phone; Connectivity, etc
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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mahen
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Joined: Apr 04, 2007
Posts: 5

PostPosted: Thu Apr 19, 2007 7:01 pm    Post subject: Reply with quote

Thank john...

my understanding from your post..

only one catalog.. Service Catalog.. no need to maintain a separate catalog for non service request.

Input
1) new Service request
2) problems reported
3) change request
4) incident
5) general inquiry

Any of the above input will be categorized based on the service catalog.

correct me if i am wrong

regards

Mahendra Varma
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mahen
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PostPosted: Fri Apr 20, 2007 1:13 pm    Post subject: Reply with quote

The Service center handles many different types of service requests. all requests, whether for routine service or for problem resolution, are considered service requests. To organize, the service requests are categorized using service catalog
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Fri Apr 20, 2007 8:45 pm    Post subject: Reply with quote

You are confusing the Service Catelogue with the service toll fields.


THe Service Catelogue should be the list of services that you provide to your customers/users. This document (for want of a better term) should be created using the SLA creation life cycle and the Service Level Management process to develop it

There shoudl be a definitive SC for the services you provide so that if you get new customers/users/ you can say .. here is our services, hours sla, etc

The Service Desk tool would have fields to identify what kind of ticket is being raised. Most tools have fields for the initial raising of the call, the classification of the call, etc. then a closing field value for the call as well

for ex

A user calls in with an issue, their network connectivity is down because they get to a web site.

The call is raised as either - hardware issue, software issue or network issue. Priority may be medium. There may be a subcategory for the ticket classification related to the h/w s/w etc issue

When the work is assigned to the resolving group, hey determine the site is block and close the call. They would put a closure reason - which would match the result.


If the SD tool can be linked to services, then if the service is Intranet,/Internet, then when you run reports you can see how many h/w , s/w etc issues against what service you are tracking

doe sthis make better sense
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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7thPillar
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Joined: Sep 21, 2006
Posts: 20
Location: Great Lakes, North America

PostPosted: Sat Apr 21, 2007 5:41 am    Post subject: Reply with quote

Another way to organize Catalogue vs. Non-Catalogue items is to include standard MACDs (Moves, Adds, Changes, Decommissions) in a Menu/Catalogue that is published/known. These MACDs are processed and provisioned with either a set cost to the Service Requesting organization or are included as part of normalized Service.

Any Service Request that does not align with the MACDs identified in the Catalogue are subsequently non-catalogue requests and may require the engagement of Account/Project/Engineering/etc. management or teams to process a Request for Quotation to be presented to the person or organization requesting the service.
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mahen
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Posts: 5

PostPosted: Sat Apr 21, 2007 8:13 pm    Post subject: Reply with quote

Thankz Jhon.. Appreciated..
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Guerino1
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Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Thu Apr 26, 2007 11:04 am    Post subject: Reply with quote

Hello Mahen,

The answer to this is to classify Service Requests as Service Requests and Incidents as Incidents. ITIL V3 is coming out and has clearly broken the two up into separate and distinct categories.

My Best,

Frank Guerino
CEO & Founder
TraverseIT
On-Demant ITIL
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