What is the difference between an Incident and Service Request?

What is an Incident? 

An Incident is any unplanned interruption to an IT service or reduction in the quality of an IT service. 

For instance: 

• You can’t work because the application is very slow 
• Error messages are being seen which results in users being unable to work 
• The application won’t load or freezes, making it difficult for you to work 
• You are having issues when trying to log in 
• You can’t log in to the application 

What is a Service Request? 

A request is asking for something that would be useful in the day-to-day operations of a client’s business, or support for an upcoming client change. 

For instance:

• Request for information or advice
• Updates to data within the application
• Technical support for a business change on the client side

Any further questions, please reach out to our service desk at any time via the service request section of the portal, or contact your Client Director.