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ITIL :: View topic - Incident life cycle
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Incident life cycle

 
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Mattastic
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Joined: Oct 31, 2004
Posts: 1

PostPosted: Mon Nov 01, 2004 12:49 am    Post subject: Incident life cycle Reply with quote

Embarassed

Im struggling with a definitive answer, in understanding the question asked by the question box 'service request' in the incident lifecycle process flow diagram.

What is this asking me? Is it "do I have a service request for this incident" or is it "has a service request been defined for this incident before". Maybe its something completely different but the explanation and my logic seem to be apart on this one!

Anyway any explanation would assist me in preperation for my exam.

Thanks

M
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faznjaz
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Joined: Oct 10, 2004
Posts: 5
Location: London United Kingdom

PostPosted: Tue Nov 02, 2004 4:02 am    Post subject: What's a Service Request? Reply with quote

It is asking you if the call to the service desk is a service request. For example, request for information/ advice, password reset. Some organisations can choose to have a separate 'less or non technical' process for these requests.
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