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The Difference between Incident Management and Service Request Management

Now that we have established that there is, in fact, a difference between incident management and service request management, let’s see what they are

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Incident, Management, Service
Today, most service desks are based on the ITIL v3 framework, so there is technically a difference between the two. Pixabay

The difference between Incident Management and Service Request Management has been a hotly debated topic among ITIL professionals for many years now. According to some, there is basically no difference between the two. 

Is There a Difference?

In ITIL v2, all incidents and service requests were grouped into one category called Incident Management. However, when ITIL v3 was launched, Incident management was divided into two separate categories – Incident Management and Service Request Management. Today, most service desks are based on the ITIL v3 framework, so there is technically a difference between the two. 

Difference Between Incident Management and Service Request Management

Incident, Management, Service
In ITIL v2, all incidents and service requests were grouped into one category called Incident Management. Pixabay

Now that we have established that there is, in fact, a difference between incident management and service request management, let’s see what they are.

  • Definition: The first difference lies in the very definition of the two management streams. 
      • Incident: An Incident is an unplanned interruption in or a reduction in the quality of an IT service. 
      • Service Request: Service Requests are the formal submission of a request from a user for an IT service to be provided. 
  • Goal: The goal of Incident Management is to ensure that an unplanned interruption or reduced service quality is fixed as soon as possible so that normal operations can resume. The goal of Service Request Management is to provide the service requested by the user. 
  • Risk Levels: Service Requests usually carry lower risk levels as they generally include standard or pre-approved changes. On the other hand, Incidents tend to be more urgent, as the entire organization could be at risk from an interruption or a reduction in the quality of an IT service.
  • Tickets vs. Service Catalogs: When you are faced with an Incident, you are required to log a ticket. This is basically the documentation of the Incident that alerts your organization’s service desk that there is a problem. 

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A service request, on the other hand, requires you to go to your organization’s service catalog and choose the service you require. Your organization will have a predetermined list of items that chalked out in this catalog. All you need to do is click on the item you need and the IT service team’s job is to make sure you get it. 

Advantages of Segregation

There are a number of very logical reasons why the two types of management have been separated in the latest iteration of the ITIL framework

  • Efficiency
Incident, Management, Service
However, when ITIL v3 was launched, Incident management was divided into two separate categories – Incident Management. Pixabay

While your organization is small, it makes sense to have just one service desk for both Incident as well as Service Request management. However, as your organization grows, so does the complexity in managing IT services. 

When this happens, it makes more sense to separate the two functions so that your service desk can focus on the more urgent Incidents that could have a more serious impact on your organization. 

  • Easier for Users

When you have two separate categories, users will be able to submit their requests more easily. Raising a ticket requires a lot more work as the user has to input the details about the problem that he or she is facing. 

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A service request, on the other hand, can be digitized completely, with the user simply selecting the exact service they need, thereby saving them a lot of time and effort. 

  • Cleaner Reporting and More In-Depth Analysis

Ensuring that your Service Requests are separated from your Incident reports will give you cleaner reporting. Your IT team will have two clear sets of data to work with and analyze. 

When the data is segregated from the beginning, a lot of time and effort is saved by them not having to manually segregate the tons of data that comes their way. 

The segregation of the data will also mean that your IT services team will be able to assess how many Service Requests are coming in and for which services. This will in turn help them allocate IT resources better. 

Added to that, by seeing how many and which types of incidents have been reported, your IT team will be able to identify the problem areas in the organization’s IT systems and find a solution for them. This would make your organization safer and operations more efficient. 

  • Approval Reduction

When you have both Incident reports and Service Requests grouped in one category, all the requests need to be routed for approvals. This is a system that takes up a lot of time and also ties up a resource to approve or deny those requests.

When you separate the two functions, you end up making the entire process faster as the number of requests that need to be approved can dramatically drop. 

Added to that, if your IT team pre-approves and automates the entire Service Request system, it would mean reducing the turn-around time to having these service requests implemented.

Strengthening IT Services Management 

A strong Incident Management and Service Request Management system should be customer oriented and knowledge centric. The first focus of an IT services team is to provide support to their customers, both within and outside the organization. 

To do so, they need to be experts in their fields, and they should also be given the support they need to do their jobs. This means that the staff should be regularly trained so that their skills can be upgraded to meet the changing requirements of the IT environment. 

Added to that, IT systems, especially those that are related to Incident and Service Request management, should be automated as much as possible. In larger organizations, the IT services team is usually inundated with so many Service Requests that they are unable respond adequately to the users. Through automation, the team will not only help the organization reduce costs, increase efficiencies and be more effective, but also be less burdened by too many Service Requests. 

And finally, when an IT services team has a strong Incident and Service Request management framework in place, the organization as a whole is safer from malicious attacks and vulnerabilities can be fixed quickly and efficiently.

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Recovery Rate Rises and Case Fatality Goes Down in India

Recovery rate is rising, case fatality is going down, says Health Ministry of India

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recovery
The case fatality rate is 2.83 per cent which has decreased from 3.30 per cent as on April 15. Pixabay

The Union Health Ministry on Monday said that two specific trends were noticed in the Covid-19 situation – while the recovery rate is increasing on one hand, case fatality is going down on the other.

The ministry said at least 4,835 Covid-19 patients had been cured in the last 24 hours, taking the total number of cured patients to 91,818.

“The recovery rate in the country is progressively increasing and has reached 48.19 per cent amongst Covid-19 patients. On May 18, it was 38.29 per cent, on May 3, it was 26.59 per cent and on April 15, it was 11.42 per cent,” it said.

The Health Ministry also said that presently there are 93,322 active cases in the country, which are under active medical supervision.

The case fatality rate is 2.83 per cent. On May 18, it was 3.15 per cent, on May 3, it was 3.25 per cent and on April 15, it was 3.30 per cent.

“A steady decline can be seen in the case fatality rate in the country. The relatively low death rate is attributed to the continued focus on surveillance, timely case identification and clinical management of the cases,” the ministry said.

recovery
“A steady decline can be seen in the case fatality rate in the country.”, the Ministry was qouted saying. Pixabay

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It also said that the testing capacity increased in the country through a total of 676 laboratories including 472 government and 204 private laboratories.

“Cumulatively, 38,37,207 samples have been tested so far for Covid-19, whereas, 1,00,180 samples were tested on Sunday,” the Health Ministry stated.

According to the data the ministry cited in its press statement, the case fatality rate in the world is 6.19 per cent. It is highest in France, at 19.35 per cent, followed Belgium with 16.25 per cent, Italy with 14.33 per cent and the UK with 14.07 per cent. (IANS)

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PC Pal: Lenovo Launches Free Service to Find Devices Based on Lifestyle Needs

The service is designed to simplify the purchase process

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Lenovo
Lenovo launched a free service called PC Pal to help consumers find laptops accordinbg to their personal needs. Wiukimedia Commons

Lenovo on Thursday launched a free service called PC Pal to help consumers find perfect devices based on their lifestyle needs.

According to the company, the service will offer neutral, unbiased recommendations based on individual requirements, to help consumers make informed purchase decisions.

“A lot of consumers in India are looking to buy a PC, many of them for the first time. However, there are so many choices available that it can be difficult for a consumer to decide. This challenge of finding the right laptop can be addressed by PC Pal, by providing expert, impartial advice,” Rahul Agarwal, CEO and Managing Director, Lenovo India said in a statement.

The service is designed to simplify the purchase process and reduce the hassle of selecting the right laptop.

Lenovo Yoga
The service reduces the hassle of selecting the right laptop. Wikimedia Commons

‘PC Pal’ asks a few simple questions and showcases the ideal configuration based on the consumer’s responses.

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Factors considered include the consumer’s computing need, budget, and lifestyle requirements. It will make a recommendation for the right model for that consumer regardless of PC brand.

The service is available by telephone or online. (IANS)

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Amazon Pay Unveils “Amazon Pay Later” Service That Extends Virtual Credit-Line To Eligible Customers

Customers also have an option to repay all outstanding amount in one go at no additional fees

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Amazon
Amazon Pay has partnered with Capital Float to design and enable ‘Amazon Pay Later' service for its eligible customers, and Capital Float has brought in Karur Vysya Bank (KVB) as a co-lending partner to scale up the service. VOA

Amazon Pay on Wednesday launched ‘Amazon Pay Later, a service that will extend a virtual line of credit to eligible customers shopping on Amazon.in.

According to the company, with digital sign-up process, customers will get access to instant credit that they can use to buy any product ranging from daily essentials to electronics and clothing. Customers can also use this credit to complete their bill payments. The service offers the option to repay in the subsequent month at no additional fees, or in easy EMIs up to 12 months at nominal interest rates.

“Amazon Pay Later is a unique service that will help customers expand their access to credit and experience most convenient option of making payments. In current times Amazon Pay later empowers our customers to better manage their monthly spends,” Mahendra Nerurkar, CEO Amazon Pay India said in a statement.

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Amazon Pay
Amazon Pay on Wednesday launched ‘Amazon Pay Later, a service that will extend a virtual line of credit to eligible customers shopping on Amazon.in. Wikimedia Commons

This initiative is aimed at helping customers extend their budgets for purchases like home appliances, electronic gadgets, everyday essentials, groceries, and even pay their monthly bills be it electricity, mobile recharges, DTH etc.

As a pilot, this unique service was available to a few customers and now the company has extended this service to more eligible customers. Amazon Pay has partnered with Capital Float to design and enable ‘Amazon Pay Later’ service for its eligible customers, and Capital Float has brought in Karur Vysya Bank (KVB) as a co-lending partner to scale up the service.

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Customers also have an option to repay all outstanding amount in one go at no additional fees. Based on usage and repayment behaviour customers will also be able to enhance their credit limit further. (IANS)