Incident Vs Request

[saravananmk]

Hi,

What is the difference between Incident and Request where these two can be used? why we go for request instead of incident?

Thanks,

Saravanan

[Vaibhav_K]

Incident: Incident Management focuses on addressing unplanned disruptions and restoring normal service operations quickly. 

Examples of incidents include network outages, server crashes, software errors, hardware failures, and data breaches.

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Request: Requests are planned interactions where users seek specific services, assistance, or information. 

It's a structured and standardized way for users to initiate their needs or requirements.

Examples of requests include password resets, access to shared drives, software installations, equipment requests, and inquiries about company policies.

Please mark the reply as Helpful, if applicable. Thanks!

[JLeslie]

Where I see a ton of confusion is defining a request vs a project and where to draw the line between the two.