ServiceNow: Is This a Request or Incident?
As you work with the customer, you will need to determine if their issue is an Incident or a Request. You need to know the difference between the two so you can categorize the issue and initiate the correct process.
What's an Incident?
User's issue: "Something is broken, and I need it fixed so that I can get my work done."
ServiceDesk goal: To get user up and running as quickly as possible
What's a Request?
User's issue: "I need something that I currently do not have to more effectively perform my job duties."
ServiceDesk goal: To assist the user in requesting a service
|My printer isn't working.||The color ink cartridge for our printer is empty; we need a new one.|
|My phone can't connect to campus wireless.||We have a new hire in our department who needs a phone for the new workstation.|
|My voice mail inbox isn't allowing me to delete messages.||I need some sort of flow-chart generating software.|