SaatPro
Where Technology Meets Clarity
🎥 SCENE: Tech War Room — 2 Hours Post VPN Outage
The boss is finally calm 😮💨
But now — tickets are flooding in!
🎫 Ticket #1021: “Need a new laptop for intern.”
🎫 Ticket #1022: “Can’t access intranet – error 404.”
🎫 Ticket #1023: “Same intranet issue as yesterday… again.”
🎫 Ticket #1024: “Printer out of toner. Again. Again. Again.”
🧑💻 A confused junior whispers:
“Umm… are these incidents? Or requests? Or bugs? Or problems? Or…?”
💡 Welcome to the ITIL 4 triangle of confusion:
Incident 🔥
Request 📩
Problem 🧠
🔥 1. Incident = Something’s Broken or Not Working
🧨 “Something went wrong” — sudden failure, outage, crash.
📌 Examples:
- Wi-Fi not working
- Email not loading
- VPN is down
- App crashes on login
🎯 Goal: Fix ASAP!
⏱️ Follows a SLA timer
🧯 Can have Severity levels
👨🔧 Usually resolved by support or L1/L2 team
📩 2. Request = A Service You Ask For
✅ “Something new” — no error, just a request.
📌 Examples:
- New laptop, monitor
- Email ID for new employee
- Printer setup
- Access to HR portal
🎯 Goal: Fulfill as per policy
🗓️ Usually doesn’t need firefighting
💼 May involve approvals
👨💼 Often handled by service desk or IT asset team
🧠 3. Problem = Repeated or Unknown Root Cause
🤔 “Why does this keep happening?”
📌 Examples:
- VPN goes down every Friday
- Intranet crashes once a week
- Printer fails after 20 prints
- Slow system during peak hours
🎯 Goal: Find & fix root cause
🔍 Deep investigation
🧪 Often requires logs, analysis, and a tech lead
📊 Output = Known Error + Workaround (if no fix yet)
🪄 So… Which One Is It?
Let’s break down Ticket #1023:
“Intranet down again, 3rd day in a row.”
✅ Today = Incident
✅ Repeating = Create a Problem
📊 After analysis, publish a Known Error Record
Boom 💥 — you’ve just applied real ITIL logic!
🛠️ Real-Life ServiceNow View:
When logging:
- Choose Type: Incident or Request
- Add details → User, urgency, impact
- Tag it to a CI (Configuration Item)
- If recurring, link it to a Problem Record
🧪 Cheat Sheet: The Trio
| Situation | Type | Goal |
|---|---|---|
| Something broke | Incident 🔥 | Fix quickly |
| Something needed | Request 📩 | Fulfill efficiently |
| Repeating/fishy stuff | Problem 🧠 | Find root cause |
🧘 What You’ve Learned Today
🎯 Incidents = Urgent fixes
📦 Requests = Delivering needs
🧩 Problems = Detectives in IT
Understanding the difference saves:
✅ Time
✅ Rework
✅ User frustration
✅ Your weekend 😎
🎬 Tomorrow’s Trailer:
🎥 Day 4: “SLA vs KPI — The Timers and Targets of IT”
⚠️ Disclaimer:
This is a fun, simplified view of ITIL 4 Foundation.
For official training and exams, refer to PeopleCert, Axelos, or company L&D portals.
