What is an Incident? An unplanned interruption to an IT Service or a reduction in the quality of an IT Service e.g. where an error occurs: something doesn’t work the way it is expected. I get an error message when I try to save my document. The printer is no longer printing. Incident.
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What is an Incident?
An unplanned interruption to an IT Service or a reduction in the quality of an IT Service
e.g. where an error occurs: something doesn’t work the way it is expected
I get an error message when I try to save my document
The printer is no longer printing
My phone no longer has a dial tone
The system is down
The disk space is full and nobody can save any documents
I can’t access Wi-Fi
I can’t send or receive any emails
What is a Service Request?
A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service
I need to order a new mouse
I’ve forgotten my password, please can you reset it
I don’t have a phone at my desk , please can you order one/ set one up for me
Please can you add a new user to ServiceNow
How do I book a computer lab room?
I need to be set up with VPN access
How do I connect my laptop to the local printer?