SaatPro
Where Technology Meets Clarity
🎥 SCENE: Office War Room
🔴 User A: “I can’t access the finance portal!”
🟢 User B: “Can I get access to a new tool?”
🧑💼 Boss (pointing at dashboard):
“One’s an INCIDENT. One’s a SERVICE REQUEST. Stop mixing coffee with code!”
🧯 What is an Incident?
An unplanned interruption or reduction in service quality.
Examples:
- Website is down 🚨
- Email not loading 📧
- Network issues 🌐
- Application crashing 💥
🎯 Goal: Restore service ASAP ⏱️
🧾 What is a Service Request?
A pre-approved, routine task users ask for.
Examples:
- Request for new laptop 💻
- Software installation request 💾
- Password reset 🔐
- Access to shared folder 📂
🎯 Goal: Fulfill request as per SLA 📝
🥊 Incident vs Service Request – Quick Fight Table
| Criteria | Incident 🔥 | Service Request 🙋 |
|---|---|---|
| Urgency | Usually High | Usually Low/Medium |
| Business Impact | Service disruption | No disruption |
| Goal | Fix issue quickly | Fulfill standard request |
| SLA Type | Restoration Time | Fulfillment Time |
| Example | Website Down | Need Adobe Reader |
🎯 How Are They Handled in ITIL?
- Incidents go through Incident Management
- Requests go through Service Request Management
💡 Tip: Never waste Incident resources handling Requests.
Keep them separate — both in process and in ServiceNow/JIRA/Zendesk setup.
🧪 Real Life Example
- 🧑💻 Sam can’t log into CRM – Incident
- 🧑💼 Riya needs access to Google Analytics – Request
- 🧑🔧 Server RAM spike crashing system – Incident
- 🧑🎓 Intern wants Zoom installed – Request
🎬 Coming Tomorrow:
🎥 Day 14: SLAs and Escalations – When the Clock Ticks Loud!
“Sir, the SLA is about to breach! Should we escalate?”
“Escalate? LAUNCH A WAR ROOM!”
⚠️ Disclaimer:
This guide is for educational fun.
For certifications, visit Axelos, PeopleCert, or your company’s official training portal.
I am truly thankful to the holder of this web site who has shared this wonderful post at at this time.
i use it from now on when i’m in my safehouse.