Incident or Request?

An open discussion on issues related directly or primarily to the service or help desk.
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jroberts
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Sun Jul 19, 2020 7:02 pm

Incidents are both easy and not so much. A degraded service or outage sounds simple, right? We typically view this as anything that impacted one of our users or a service. So, if we we have an agent on an endpoint that isn't reporting back to us as we would expect, would you classify this as an incident?


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Corde Wagner
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Wed Nov 18, 2020 1:50 pm

Greetings,

I see that your question has been up for a while but I'm just now finding it. Did you get the information and feedback you were looking for by now? How is your incident process handling those situations now?

Corde
Corde Wagner
ITIL 4 Managing Professional - ITIL v3 Expert - v2 Red Badge - VeriSM-Plus - Certified Agile Service Manager
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