Incident vs. Service Request
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Answer:
If Incident was submitted as Service Request (or vice versa) it should be re-routed right at the beginning i.e. before further activities take place. This means that, usually Service Desk staff or technician who took over the ticket, should change Incident into Service Request (or vice versa) and "send" it to the right process.
Here are few articles that can help you:
"Managing Service Requests in ITIL/ISO 20000 using the Service Request record" https://advisera.com/20000academy/blog/2017/02/28/managing-service-requests-in-itiliso-20000-using-the-service-request-record/
"Incident Management in ITIL – solid foundations of operational processes" https://advisera.com/20000academy/blog/2013/05/21/incident-management-itil-solid-foundations-operational-processes/
"Incident Record – you can’t live without it" https://advisera.com/20000academy/blog/2014/07/01/incident-record-cant-live-without/
"All about Incident Classification" https://advisera.com/20000academy/knowledgebase/incident-classification/
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Jan 24, 2018