Incident/Service Request Management

Incident/Service Request management is the process that ensures that Services are restored as quickly as possible.

This can cover:

  • Incident: Restoring something that is broken/disrupted (example: Fixing a printer, phone, or software).
  • Service Request: Fulfilling a request for information/advice or access to a Service (example: 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.