Best process & classification for a broken iPad

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Posts: 1
Joined: Tue Jan 12, 2016 7:00 pm

Wed Jan 13, 2016 10:01 am

Scenario: User breaks their iPad.

Should they create/open an incident? Or, should they be instructed to go directly to the Service Directory and select "iPad Service Request"?

Should an incident be created first (since a CI is indeed broken) and then a Service Request opened off of that? And then the incident should remain "open" until the service request is complete?

How have others handled a scenario like this?

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ITIL Expert
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Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Wed Jan 13, 2016 2:13 pm


Do you the difference between an Incident and a Request as per the definitions of the IT Service Management best practice - ITIL ?

The definition is there
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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