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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.

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What is an Incident?

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  1. 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

  2. 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?

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