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The Itil Community Forum: Forums
ITIL :: View topic - Best process & classification for a broken iPad
Eric782 Newbie Joined: Jan 13, 2016 Posts: 1
Posted: Thu Jan 14, 2016 1:01 am Post subject: Best process & classification for a broken iPad
Scenario: User breaks their iPad.
Should they create/open an incident? Or, should they be instructed to go directly to the Service Directory and select "iPad Service Request"?
Should an incident be created first (since a CI is indeed broken) and then a Service Request opened off of that? And then the incident should remain "open" until the service request is complete?
How have others handled a scenario like this?
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3575 Location: London, UK
Posted: Thu Jan 14, 2016 5:13 am Post subject:
Do you the difference between an Incident and a Request as per the definitions of the IT Service Management best practice - ITIL ?
The definition is there _________________ John Hardesty
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