Incident vs. Request

Attribute	Incident	Request
Definition	An unplanned event that disrupts normal operations	A formal or informal request for something to be done or provided
Priority	High priority based on impact to business operations	Priority based on urgency and importance
SLA	Response and resolution times defined in SLA	SLA may define response time but not always resolution time
Classification	Classified based on impact and urgency	Classified based on type of request (e.g. service request, change request)
Escalation	May escalate based on severity and impact	May escalate based on SLA breach or customer dissatisfaction

Definition

Incident and request are two common terms used in the context of IT service management. An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. It can be caused by a variety of factors such as hardware failures, software glitches, or human error. On the other hand, a request is a formal or informal proposal for a change to an IT service or IT infrastructure. Requests are typically initiated by users or customers who require a specific service or change to be implemented.

Classification

Incidents are typically classified based on their impact and urgency. The impact refers to the extent to which the incident disrupts the normal operation of the IT service, while urgency refers to the speed at which the incident needs to be resolved. Requests, on the other hand, are classified based on their priority and complexity. Priority indicates the importance of the request relative to other requests, while complexity refers to the level of difficulty involved in fulfilling the request.

Resolution Process

When an incident is reported, it is typically assigned to a support team or individual who is responsible for resolving the issue. The resolution process involves identifying the root cause of the incident, implementing a solution, and restoring the IT service to its normal state. Requests, on the other hand, follow a different resolution process. Requests are typically reviewed by a change management team who assess the feasibility and impact of the requested change before implementing it.

Communication

Communication is a key aspect of incident and request management. When an incident occurs, it is important to keep stakeholders informed about the status of the incident and the progress of the resolution efforts. This helps manage expectations and reduce frustration among users. Requests also require effective communication, especially when there are delays or changes to the requested service. Keeping users informed about the status of their requests helps build trust and maintain customer satisfaction.

Documentation

Documentation is essential for both incident and request management. When an incident is reported, it is important to document all relevant details such as the nature of the incident, the impact on the IT service, and the steps taken to resolve it. This documentation helps in identifying trends and patterns that can be used to prevent similar incidents in the future. Similarly, requests should be documented to track the progress of the request, capture any changes made to the requested service, and provide a record of the request fulfillment process.

Metrics and Reporting

Metrics and reporting play a crucial role in incident and request management. Incident management metrics typically include metrics such as mean time to resolve (MTTR), first call resolution rate, and incident volume. These metrics help in assessing the efficiency and effectiveness of the incident management process. Request management metrics, on the other hand, may include metrics such as request fulfillment rate, request backlog, and customer satisfaction. These metrics provide insights into the performance of the request management process and help in identifying areas for improvement.

Continuous Improvement

Continuous improvement is a key principle in both incident and request management. By analyzing incident and request data, organizations can identify recurring issues, bottlenecks, and areas for improvement. This data-driven approach helps in implementing proactive measures to prevent incidents and fulfill requests more efficiently. Continuous improvement also involves regular reviews of incident and request management processes to identify opportunities for streamlining workflows, improving communication, and enhancing customer satisfaction.