![]() For instance, to reset a password or to provide standard IT Services for a new user are examples of service requests. In incident management, a service request is a request from a user for information or advice or for a standard change or for access to an IT Service. Incident Management Term 2: Service Request However, although this won’t affect the service delivery to the customer, this is an incident as well because one of the databases of this configuration is down. Active-active working databases in IT service providers help to serve the customers even if one of the databases is down because the other replicate of the database will be serving. In incident management, failure of a configuration item that has not yet affected service is also an incident. But the service is not meeting the agreed service levels, therefore, this is an incident. For instance, if it is expected of a service to respond in one hundred milliseconds, but the service is returning the results after one hundred and fifty milliseconds, this is not a failure. Note that, in incident management, not only failures but also decreases in the service levels are reported as incidents. These incidents all affect the service delivery to the customer or business. Failure of a service, service degradation, failure of a server etc. In incident management, an incident is an unplanned interruption to an IT Service or reduction in the quality of an IT Service. Here are the seven incident management terms that you need to know. ITIL certification exam usually assesses the knowledge about how these seven terms are used in the incident management process. All IT service owners and service managers should know these terms. Online ITIL Training defines seven key terms that are used in the incident management process. The incident management process is part of the ITIL Service Operation stage of the ITIL lifecycle. No IT service provider worth its salt will operate without an incident management process.
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