Service > Incident and Service Request Management

Incident and service request management is used by the onsite tech team to quickly restore service availability, minimise service disruptions, and respond to customer needs. Reactive in nature, its activities focus on handling incidents in the infrastructure or those reported by users via efficient first-, second-, and third-level support services, as well as responding to service requests. The On site tech team uses this process and does more than simply handle service-related incidents. It also deals with requests for information and other types of administrative assistance. This process interacts frequently with change management and configuration management.

The following activities are part of incident management:

• Logging incidents and service requests
• Categorising incidents and service requests
• Prioritising incidents and service requests
• Dispatching service requests
• Isolating incidents
• Escalating incidents (within the process or hierarchically)
• Tracking incident and service request progress
• Notifying customers
• Resolving incidents
• Closing service requests


Incident and Service Request Management
Problem Management
Service Response Time



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