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.
  Note: In CSM, Incidents and Service Requests (often called Requests) are stored together in the Incident Business Object.