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Incident vs. Service Request
Hi, I need to discuss about the below scenario in Incident Management: If an end user have submitted Service request as an Incident or vise versa then what would be the best way to deal with these kind of situation. Also what should be the process
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ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more 
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
Expert
Branimir Valentic
Jan 24, 2018
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
Jan 24, 2018
Jan 24, 2018