Ticket Management
Ticket Management
Incident
“An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, Laptop not working or Engage Portal not working.”
When an incident is recorded on the ITSM, IT Team will be responsible to getting the ticket resolved. It is always recommended to select correct category to develop better understanding about the ticket. Some examples of incident tickets include:
- The user’s mouse is broken.
-
Microsoft Office or other software Crashing.
- The user is having a problem with their email.
- A personal device won’t start.
There are two keys to understanding incidents:
- They are unplanned.
- They have a limited effect on one user or service.
Service Request
“Service Request should be raised when you are requesting anything from your organization; access to Software; or to requesting for new IT equipment. Service requests are managed by the request fulfilment process, usually in conjunction with the IT Team.”
Service request tickets aren’t as urgent as incidents. They can be scheduled, whereas incidents need immediate resolution as per the SLA. Service requests are formal requests, they are planned and offered in the service catalog, and there is a predefined process to take for fulfilling a service request.
Some examples of service request tickets are:
- Ordering upgraded hardware
- Requesting an account for a new user
- Creating an email group
Incident
Service request
An unplanned interruption to an IT service or reduction in the quality of an IT service.
A formal request from a user for something to be provided.
E.g. Laptop Charger is not working.
E.g. A request for software access is required.
Risk varies with the type of incident and the stage it's at.
Low risk, without the need for multiple approvals.