Description
The coordination of incidents and service requests is a critical aspect of IT service management, requiring a tailored approach for each type of request. Incident management involves the logging, assessment, and rapid resolution of issues reported by users. This includes the initial intake and classification of each incident based on its priority and impact, followed by the implementation of corrective actions to restore normal service operations as quickly as possible. In parallel, service request management focuses on handling user requests such as software installations, hardware configurations, or access to specific resources. These requests are also logged, categorized, and tracked to ensure efficient processing and resolution that meet user expectations. Together, these processes form a structured framework for maintaining service quality, responsiveness, and user satisfaction within the organization.
