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?
Best process & classification for a broken iPad
Eric
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
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
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter