Incident/Service Request Management
Incident/Service Request management is the process that ensures that Services are restored as quickly as possible, whether that means:
- Incident: Restoring something that is broken/disrupted. Examples include fixing a printer, phone, or software.
- Service Request: Fulfilling a request for information/advice or
access to a Service. Examples include resetting a password, granting access to
a printer, or providing standard setup Services for a new employee.
In CSM, Incidents and Service Requests (often called Requests) are stored together in the Incident Business Object.