ITIL Definitions for Incident/Problem/Service Request

This post is excerpted from ITIL

Listed below please find the ITIL definitions for incidents, problems and service requests to describe a ticket type. Properly marked Ticket Type is required for every TWG ticket created.

Incident – An unplanned interruption to an IT service or reduction in the quality of an IT service.  Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.

Problem – A cause of one or more incidents.  The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.

Service Request – A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user.  Service requests are managed by the request fulfillment process, usually in conjunction with the service desk.  Service requests may be linked to a request for change as part of fulfilling the request.