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Incident Management - Scope

Incident Management includes any event which disrupts, or which could disrupt, a service. This includes events which are communicated directly by users, either through the Service Desk or through an interface from Event Management to Incident Management tools.

Incidents can also be reported and/or logged by technical staff (if, for example, they notice something untoward with a hardware or network component they may report or log an incident and refer it to the Service Desk). This does not mean, however, that all events are incidents. Many classes of events are not related to disruptions at all, but are indicators of normal operation or are simply informational (see section 4.1).

Although both incidents and service requests are reported to the Service Desk, this does not mean that they are the same. Service requests do not represent a disruption to agreed service, but are a way of meeting the customerís needs and may be addressing an agreed target in an SLA. Service requests are dealt with by the Request Fulfilment process (see section 4.3).

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