What Are The Differences Between Incident vs Request?
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Incident
ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’ When everything works exactly the way it’s meant to, the service in question operates without a hitch. But when something doesn’t, it causes ‘unplanned interruptions to the service and creates an incident. So the main goal of Incident Management is to provide a quick fix that resolves the interruption and restores the service to its full capacity. These interruptions can be anything from your computer not booting up to the WiFi not working.
Service Request
Service Requests, however, are defined as ‘a formal request from a user for something to be provided – for example, a request for information or advice’. In other words, a service request is raised when you want to procure something that you don’t have in the first place. Be it access to the printer or upgrading to a higher version of a software.
Another factor that distinguishes service requests from incidents is that service requests, more than incidents, have a higher possibility of including pre-approved or standard changes. These are the changes that are relatively low risk and don’t require a long process of perusal and approval. For instance, let’s say that it is company policy at an organization to provide every employee with additional storage space when they run out. If this is the case and an employee wants to request for extra memory, this is a service request and also a pre-approved, standard change that doesn’t require any further study to be granted.
Reference: Incident vs Service Request - What's the difference?
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An inside joke and never ending dilemma:
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