Raising the Bar: Incidents vs. Service Requests
It’s an essential question for the foundation of every ITSM strategy:
“What’s the difference between an incident and a service request?”
If you aren’t sure the answer to that question, your processes will reflect it. In order to drive efficiency, an IT department needs to put different processes in place for incidents and service requests.
For complex requests that require multiple steps or individual service providers, it’s best practice to create automated workflows and user-facing forms to collect necessary data. These are service requests, and you can automate them through the service catalog. The more of these complex or repetitive requests you can address as service requests (rather than as incidents), the more you can automate, and the more time you’ll save. On this episode of Raising the Bar, Samanage implementation specialist Sarah Nielsen explains the difference, and demonstrates how you can build automated workflows for service requests.
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