a password reset is...

[danatwork]

If Joe User reaches out to the Service Desk and wants his password reset, either because he forgot it or he locked himself out of his account by trying the wrong one 3 times, then that is ...

An Incident?
or
A Service Reqeust?


I've seen some documentation suggesting it is a Service Request, but I'm having trouble wrapping my head around that....

Thanks,
Dan

[randrews]

while I have always felt it should be an incident <if they can't login it isn't working> the definition of a service request per itil is

Service Request (ITILv3):       [Service Operation] A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

so since the definition of a service request lists password reset as an example we handle it as such