Breakfix versus service request in Incidents (service types)

henryzuniga
Kilo Explorer

‎06-13-2016 01:26 PM

Does anyone have a definition of a service request versus a breakfix request in Incidents?

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Pradeep Sharma
ServiceNow Employee
ServiceNow Employee

‎06-13-2016 01:39 PM

Hi Henry,



Service Request : A Service Request is a user request for information or advice, or for a standard change (a pre-approved change that is low risk, relatively common and follows a procedure) or for access to an IT service. A great example of a standard request is a password reset.


Source : Google



Break Fix : Rapid Workflow Implementation Guide Ver 6.2.4


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Chuck Tomasi
Tera Patron

‎06-13-2016 01:53 PM

Hi Henry,



Sort answer: Break/Fix (incident) - I need something previously working fixed. (Dead printer, cannot access a system, etc.)



Service Request: I need something I didn't have before (entitlement, equipment, etc.)