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ITIL :: View topic - Difference between service request and Incident
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Difference between service request and Incident

 
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prathap_buna
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Joined: Jun 10, 2012
Posts: 23

PostPosted: Thu Aug 02, 2012 6:49 pm    Post subject: Difference between service request and Incident Reply with quote

Hi,

Could anyone please explain difference between service request and incident with a suitable example of each.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Aug 02, 2012 9:57 pm    Post subject: Reply with quote

Read the ITIL books
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Aug 03, 2012 6:56 pm    Post subject: Reply with quote

Without going that far, I would have thought that the names would tell you that one is something asked for and the other is something occurring.
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duckslery
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Joined: Aug 10, 2012
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PostPosted: Fri Aug 10, 2012 9:29 pm    Post subject: Re: Difference between service request and Incident Reply with quote

prathap_buna wrote:
Hi,

Could anyone please explain difference between service request and incident with a suitable example of each.



The service request is a request for information/help. For example, creation of an user account is the service request (common work).
The incident is something like out of the schedule - f.e. reset of password.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Fri Aug 10, 2012 10:22 pm    Post subject: Reply with quote

duckslery

Incorrect answer on the incident

requesting a reset is a request not an incident

prathap_buna

Please use a search engine and do the following

ITIL Glossary

You will get a link tot eh ITIL Glossary which will help you understand
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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TimNeal
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Joined: Aug 12, 2012
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PostPosted: Mon Aug 13, 2012 8:28 am    Post subject: Reply with quote

Correct Smile UK
Service Request (ITILv3): [Service Operation] A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.
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