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What is an Incident? - PowerPoint PPT Presentation


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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. Incident.

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What is an incident

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

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 an incident

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

Service request

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?