Hello!!!
The user open a ticket on ServiceDesk informing that a him forgot a password, and request a password change
To user, is a impact because the login on network is innoperant.
But the user know that he forgot password
This is a incident ou service request?
Change password
Yes. Or yes. It is whatever you define it to be. 
In most organizations, this is defined as a service request, because it is highly likely that users will forget passwords, and it is usually a simple operation that can be pre-defined (even automated?) for resetting a password. While it is a interruption to normal service per se, it is an interruption only to a single user. The target system is still available and running in an operational state.
However, there may be a reason to define this as an incident. For example, if a network administrator cannot log-in to a network device in a secured environment/DMZ. Has the security/integrity of the device been compromised? Or is it a case of the administrator simply forgetting the password?
Personally, I'd always treat these as service requests until I had a good business reason not to.
In most organizations, this is defined as a service request, because it is highly likely that users will forget passwords, and it is usually a simple operation that can be pre-defined (even automated?) for resetting a password. While it is a interruption to normal service per se, it is an interruption only to a single user. The target system is still available and running in an operational state.
However, there may be a reason to define this as an incident. For example, if a network administrator cannot log-in to a network device in a secured environment/DMZ. Has the security/integrity of the device been compromised? Or is it a case of the administrator simply forgetting the password?
Personally, I'd always treat these as service requests until I had a good business reason not to.
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Corde Wagner
- Senior Itiler
- Posts: 32
- Joined: Fri Nov 10, 2006 7:00 pm
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I agree with Ted that a password resets can be recorded as either an incident or request, but the rational for either should be clearly documented to reduce confusion. From my point of view, I would always treat requests to reset a password as service requests.
Corde Wagner
ITIL 4 Managing Professional - ITIL v3 Expert - ITILv4 - CASM - VeriSM-Plus
ITIL 4 Managing Professional - ITIL v3 Expert - ITILv4 - CASM - VeriSM-Plus
