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ITIL :: View topic - Report lost or stolen devices: incident or service request?
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Report lost or stolen devices: incident or service request?

 
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irifas
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Joined: Nov 21, 2017
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PostPosted: Tue Nov 21, 2017 10:56 pm    Post subject: Report lost or stolen devices: incident or service request? Reply with quote

Hi,

what is correct and what is the best practice how to handle lost devices: notebooks, mobile phones, etc.? Should it be an incident or service request?

In our company it is an incident that users create. Based on it the service desk creates a service request to perform all required steps regarding security, replacement etc.. So the incident is just to inform the Service Desk and the handling of it will be performed by the service request. For my understanding o need to have an incident. But on the other side, from users perception it will be an incident.

How to handle this properly and user-friendly?

Thank you.
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noBS
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PostPosted: Wed Nov 22, 2017 8:29 am    Post subject: Reply with quote

Lost/Stolen devices are reported CIRT issue and routed directly to our IS Security Office. That office operates independently of the Service Desk to track security issues. In this case the loss is recorded as an incident and its resolution is reported to the user following the completed investigation.

The process of requesting a new device still falls under a Service Request and the CIRT ticket is referenced in the request.
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