Posted: Thu Jul 20, 2006 7:48 pm Post subject: Incident
I am new to ITIL framework. I have a doubt regarding how service requests needs to be treated when they are being registered with the service desk tool.
I have heard that "Everything enters Service Desk as an Incident that is be it a Incident or a Service Request". Is this a gud practise to treat everything as an Incident or should they be treated seperately.
"Is it a Call? Is it a Service Request? Is it an Incident? "
But we have a both self help and agent assisted service desk.
In case of Agent assisted service desk, having Service Requests and Incidents seperately makes sense and Incident Manager can get more meaningful trends out of the report.
However in the case of Self Help System, the end users are not that well versed with the defnition of "Service Request" or "Incident" to take a decision what goes where. This in turn affects the reports...
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