Incident vs Service request: How are they different?

Jyotsna Hariharan

Jyotsna HariharanContent Writer

Sep 19, 20244 MINS READ

The line between an incident and a service request is often quite blurry and causes even the hardcore ITIL & ITSM (IT service management) geeks among us to explosively disagree. As per ITIL v2, there was no such differentiation to begin with. All the issues and requests raised by users were collectively grouped together as incidents under incident management. However, with the launch of ITIL v3, the framework most service desk software today were originally based on, incidents split into two categories: service requests and incidents. This differentiation was also accompanied by the new request fulfilment process introduced specifically to manage service requests.

What is an incident?

ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’ ‘Unplanned interruptions’ in IT service management are called incidents. These incidents are either raised by end-users or captured automatically by the ITSM tool and routed to the service desk. ITIL recommends a process called incident management to provide a quick fix that resolves the interruption and restores the service to its full capacity. These interruptions can be anything from your computer not booting, unresponsive applications, to the WiFi not working. These incidents get logged as individual tickets in the service desk, and depending on the capability of the ITSM tool, are assigned to the right agents or groups based on skill, workload, priority, and other criteria. In some cases, agents use automation rules to pre-define responses to certain types of tickets so that it saves time and improves their productivity.

What is a service request?

Service requests, however, are formal requests from users for something to be provided – for example, a request for information or advice. In other words, a service request is raised when you want to procure something that you don’t have in the first place. Be it access to the printer or upgrading to a higher version of a software application.

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Service request management

ITIL, the most widely recognized best practice framework for IT service management, recommends a process called service request management. In this process, ITIL strongly encourages using a service catalog to streamline service requests. When end users need access to services within the organization’s scope, they can raise those requests from the service catalog. If you’re wondering what a service catalog is, it is a collection of information on all services an organization provides. It is a central repository that details the services available, their scope, the processes and stakeholders involved, and any service level agreements (SLAs). The service catalog is a key component of service request management. It provides several important benefits, like improving user/employee experience, streamlining service request fulfillment, better resource allocation, and controlling costs. Depending on the ITSM tool capability, the service request management can be fast-tracked using automation rules. Agents can setup workflow automation to orchestrate the service request management from start to finish. For example, when an employee requests access for a higher plan on a software application, the automation rule can check whether the employee is authorized to use that plan. Based on the criteria, the automation workflow can involve manager approvals, notify stakeholders, and then grant access.

The difference: incident vs. service request

A key factor distinguishing service requests from incidents is that service requests, more than incidents, are more likely to include pre-approved or standard changes. These changes are relatively low risk and don’t require much perusal and approval in the service request management process. For instance, let’s say that it is company policy at an organization to provide every employee with additional storage space when they run out. If this is the case and an employee wants to request extra memory, this can raise a service request on their internal ITSM tool. This is also a pre-approved, standard change that doesn’t require any further study to be granted.

To summarize

Identifying these pre-approved changes can be a huge time saver in service desk operations. This is where distinguishing between service requests and incidents can help you run things better. By categorizing and resolving pre-approved IT changes as service requests, you can ensure that they do not enter an unnecessarily complicated workflow. Also, once you create a strong service request system, you can initiate self-service by adding on a service catalog that your users can utilize to select the exact service that they need. And finally, distinguishing between incident management and service requests can help you in the long run too, because it enables your team to identify the nature of tickets you’re receiving and to decide where your resources are best allocated. This will also help you in reducing your service desk agents stress and improve their productivity.

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Frequently asked questions

What is an ITIL service request?

An ITIL service request is a formal request for a service in IT service management. When users want a service, they can raise a request in the self-service portal or the service catalog. These requests are captured in the ITSM tool, where IT agents can process them and provide the necessary services to the users. Examples include service requests like applying for a new ID card or requesting an upgrade in plan for software applications that users require for work.

What is a service request vs. incident?

A service request is a formal request made by a user in an organization to avail of services within the organization’s scope. Service requests can include anything from application access and payroll information to new ID cards and company merchandise. Incidents, on the other hand, are any unplanned interruptions to services provided by organizations. Common examples include printer malfunctions, server outages, or the WiFi not working.

What is the SLA for service request?

SLAs or Service Level Agreements are formal contracts between a vendor (service provider) and the beneficiary (customer or employee) that define the level of service expected from the service provider. It includes specific metrics, performance standards, and responsibilities that the service provider agrees to meet, along with the customer's responsibilities and the remedies or penalties if the agreed-upon service levels are not achieved. The benefits of having proper SLAs are numerous. They improve transparency and communication between service providers and customers/employees, foster accountability and continuous improvement, improve service quality, and play a crucial role in enhancing customer satisfaction and aligning IT services with business objectives.

What is service request management in ITIL?

Service Request Management is an integral ITIL process that ensures efficient and effective handling of user requests. These requests can range from simple inquiries and requests for information to more complex tasks like changing passwords, installing software, application access , or even provisioning new hardware. Using service catalogs is great way to standardize the service request management process. By standardizing processes, optimizing resources, using service catalogs, and focusing on user satisfaction, the ITIL service request management process enhances the overall quality of IT service delivery. Moreover, it supports the alignment of IT services with business objectives and fosters continuous improvement. Implementing robust service request management practices is essential for organizations seeking to deliver high-quality IT services and achieve operational excellence.

What are the benefits of service request management in ITIL 4?

Service Request Management is a core process within the IT Infrastructure Library (ITIL) framework, which is designed to handle a wide variety of service requests from users. Implementing the service request management process in your organization provides multiple business benefits like improved employee satisfaction, increased operational efficiency, resource optimization and automation, enhanced transparency and accountability, continuous improvement, and helps maintain an overall high standard of IT service delivery.Related Posts