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 errors.
On the other hand, a service request is a pre-defined request from a user or customer for access to an IT service, or for support or advice about using an IT service. Examples of service requests include password reset, software installation, and hardware replacement.
The main difference between an incident and a service request is that an incident is an unexpected event that needs to be resolved as soon as possible to restore the normal operation of an IT service, while a service request is a planned request that can be fulfilled based on pre-defined procedures and timelines.
In ITSM frameworks, incidents are typically handled through a formal incident management process, which involves identifying, prioritizing, and resolving incidents to minimize their impact on IT services and users. Service requests, on the other hand, are typically handled through a service request management process, which involves fulfilling user requests in a timely and efficient manner, based on pre-defined service level agreements (SLAs).
Overall, incident management and service request management are both critical components of IT service management, and ITSM frameworks provide a structured approach for managing both types of issues