Once again about incidents and service requests
Hello to all habrazhiteli,
very often, as a matter of process service, one has to hear one very popular question from employees of large and small IT departments: what is the difference between a service request and an incident?
The discussions on this topic are old, as all the IT management methodologies put together, however, let us turn to the original sources.
What ITIL tells us (the official translation of the glossary on the third version):
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Service Request - a user request for information, or consultation, or for a standard change, access to an IT service.
An incident is an unplanned interruption of an IT service or a reduction in the quality of an IT service.
As usual, the methodology does not go into the depths of things and does not like to answer the substantive questions of the staff of any Service Desk that classify user requests. And yet, such a mass of questions, here are some examples:
1) User’s Christ-like call to reset the password - how to classify it, as a service request or as an incident? Or maybe as an information security incident?
2) A call from a user who does not have corporate email. A cursory analysis of the appeal suggests that the user needs to carry out the initial configuration of the mail client. Nevertheless, from his point of view, this is an incident, since the service is not available, and no one has notified that “the mail itself will not fly”
Needless to say that the primary classification is very important, since it determines the entire subsequent life cycle of the circulation, including and deadlines.
My understanding of this question comes down to the question of assessing service interruption for the end user, and thus:
An incident is, in most cases, an interruption or partial interruption of an IT service that was previously provided to the user in an approved mode (the service is available 24/7 or 5/8).
Example: the company's chief accountant suddenly lost access to the financial reporting system. On the one hand, the provision of access is a classic service request, but in this case there is an obvious interruption of service and, as a result, a partial degradation of the business process.
A service request is a request from a user who is interested in connecting an additional service, or to refine the functionality of existing services.
Example: a particularly curious user tried to open one of the modules of the same financial reporting system, but received an error message. With his tz. This is an incident, since it did not reach the desired goal and did not receive the information sought, but, from t. The one described above is a classic service request for access, requiring approval and following the standard procedure within an agreed time frame.
At the same time, one should not forget about the diversity of particular cases that are generally difficult to classify, the point of view described above does not pretend to dogma, but only seek to help minimize the number of incorrectly classified calls and improve the overall IT response time to business needs.
Share your thoughts on this topic.
References:
1. Official translation of the glossary ITIL v.3
very often, as a matter of process service, one has to hear one very popular question from employees of large and small IT departments: what is the difference between a service request and an incident?
The discussions on this topic are old, as all the IT management methodologies put together, however, let us turn to the original sources.
What ITIL tells us (the official translation of the glossary on the third version):
')
Service Request - a user request for information, or consultation, or for a standard change, access to an IT service.
An incident is an unplanned interruption of an IT service or a reduction in the quality of an IT service.
As usual, the methodology does not go into the depths of things and does not like to answer the substantive questions of the staff of any Service Desk that classify user requests. And yet, such a mass of questions, here are some examples:
1) User’s Christ-like call to reset the password - how to classify it, as a service request or as an incident? Or maybe as an information security incident?
2) A call from a user who does not have corporate email. A cursory analysis of the appeal suggests that the user needs to carry out the initial configuration of the mail client. Nevertheless, from his point of view, this is an incident, since the service is not available, and no one has notified that “the mail itself will not fly”
Needless to say that the primary classification is very important, since it determines the entire subsequent life cycle of the circulation, including and deadlines.
My understanding of this question comes down to the question of assessing service interruption for the end user, and thus:
An incident is, in most cases, an interruption or partial interruption of an IT service that was previously provided to the user in an approved mode (the service is available 24/7 or 5/8).
Example: the company's chief accountant suddenly lost access to the financial reporting system. On the one hand, the provision of access is a classic service request, but in this case there is an obvious interruption of service and, as a result, a partial degradation of the business process.
A service request is a request from a user who is interested in connecting an additional service, or to refine the functionality of existing services.
Example: a particularly curious user tried to open one of the modules of the same financial reporting system, but received an error message. With his tz. This is an incident, since it did not reach the desired goal and did not receive the information sought, but, from t. The one described above is a classic service request for access, requiring approval and following the standard procedure within an agreed time frame.
At the same time, one should not forget about the diversity of particular cases that are generally difficult to classify, the point of view described above does not pretend to dogma, but only seek to help minimize the number of incorrectly classified calls and improve the overall IT response time to business needs.
Share your thoughts on this topic.
References:
1. Official translation of the glossary ITIL v.3
Source: https://habr.com/ru/post/159333/
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