Distinguishing Between Incidents and Service Requests in ITSM Frameworks
In ITSM frameworks, an incident and a service request are two different types of IT-related issues. An incident is an unplanned interruption or reduction in quality of an IT service. It can be an event that causes an IT service to fail, or it can be a situation where a user is unable to access an IT service. Examples of incidents include system crashes, network failures, and software [Read more...]