In this article, we will explain to you the different types of IT requests that can occur to provide you with a better understanding of when our helpdesk can help you. 

💡 Why does the difference matter to you?

While supporting your company's employees with as many service and incident requests as occur are included in our service offerings, change requests and projects are not included. Consequently, the difference is important for you to understand where the deeploi helpdesk can support you on a day-to-day basis.

🧑🏻‍🔧 What is a "Service request"?

A "Service Request" refers to a service inquiry from one of your employees for information, advice, a standard change, or access to an IT service. It is (typically) a low-risk and low-impact request that does not require a formal change to the IT infrastructure.

🆘 What is an "Incident request"?

An "Incident Request" refers to an employee's inquiry related to an "Incident" that happened. An "Incident" refers to an unexpected issue or problem that can disrupt or lower the quality of an IT service. It's like a hiccup that happens out of the blue and affects how users, customers, or businesses normally interact with the service. Here are the key points about incidents, according to the Information Technology Infrastructure Library (ITIL):

• Unplanned Events: Incidents are surprises; they happen suddenly and without warning. They're not part of the regular plan or normal activities of an IT service.

• Service Interruption or Quality Drop: Incidents can either completely stop an IT service or make it work less efficiently. This could lead to the service being temporarily unavailable, slower response times, potential data issues, or other problems.

• Impact on Users: Users relying on the IT service might face challenges accessing or using it during incidents. This can result in decreased productivity, breaches of service standards, or overall dissatisfaction.

• Need for Quick Fix: When incidents occur, quick action is needed to get the affected IT service back to normal. The main goal of Incident Management is to minimize the impact of incidents and restore regular service as soon as possible.

🏗 What is a "Change request"?

A "change request" refers to a formal request for implementing an IT change. In ITIL, when we talk about a "Change," we mean adding, modifying, or taking away things that might influence IT services. Think of it as making significant updates that could impact how IT systems, applications, or services work. This involves tweaking the setup, design, or how certain IT parts function.

👩🏻‍🏫 Examples for Service requests, Incidents and Changes

Service Request:

• Password resets
• Software installation
• Granting access permissions
• Creating or modifying accounts
• Providing information
• Adjusting personal user settings

Incident:

• Hardware or software failures
• Network outages, if the customer has subscribed to the Managed Network product from the provider
• Application crashes
• Unavailability of services, if the provider offers these services
• Data breaches
• User errors leading to service interruptions

Change:

• Implementation of a major software upgrade
• Introduction and consultation on new IT processes
• Alteration of network infrastructure
• Deployment of a new server
• Introduction of a new IT service
• Provision of detailed documentation