ITIL : Incident vs RFS

Home

Forums

Feature Requests

Beta Issues

SysAid Resources

Documentation

Support

Hello Guest,

DOWNLOAD FREE EDITION

Recent Topics

Hottest Topics

Online Members

Member Listing

Advanced Search

ITIL : Incident vs RFS

Forum Index » Helpdesk

Author

Message

22/05/2012 07:55:44

Subject: ITIL : Incident vs RFS

Fred Michiels
SysAider

SysAider from release 7.5

Joined: 22/05/2012
Messages: 1
Offline

Hi,
Having a discussion at job wheter a closed RFS should be reopened if not executed completly or a new incident should
be raised. Keeping in mind that a Incident = help on something I had but does not function anymore and a RFS = is need something I didn't have before.

1st Example : User enters RFS for a new hardware. Hardware has been delivered and placed at the user's desktop but it's not the correct piece of hardware.

2nd Example : User enters RFS for SAP Authorisation, but user recieves the incorrect authorisation

What does ITIL say in this matter?

Thx in advance.

23/05/2012 10:35:34

Subject: Re:ITIL : Incident vs RFS

Oded M
VP Product

Joined: 28/05/2008
Messages: 891
Offline

Hi Fred,
Good Question :)
My initial answer would be - just like incident management process..... but I went and checked what ITIL say in this case - and they indeed say the same:

Under Service Operation 4.3 Request fulfillment :
"...When the Service Request has been fulfilled...The Service Desk should go through the same closure process as described earlier in paragraph 4.2.5.9 - checking that that the user is satisfied with the outcome."
And in 4.2.5.9 it refers to satisfaction survey and what to when he is not satisfied - the reopen process etc....

Forum Index » Helpdesk

Go to:

Help Desk Software
Free Help Desk Software
Free Asset Management Software
SysAid Helpdesk Software
Web Based Help Desk Software
SysAid Help Desk Forum
General IT Discussion Forum
SysAid CSS Customer Service Software
Customer Support Software

   SysAid Technologies Ltd.
   Toll-Free phone center (U.S.): 1-800-686-7047
   Offices - U.S.617-231-0124
   Israel:+972-3-533-3675
   Email:helpdesk@sysaid.com
   Optimized by SEO Israel
   SysAid logos and other SysAid Technologies marks
   are trademarks or registered trademarks of
   SysAid Technologies Ltd.
   All Rights Reserved by SysAid Technologies Ltd.
   2002-2011

   Live Support Hours
   07:00 AM - 09:30 PM (UK)
   03:00 AM - 05:30 PM (EDT)

   We provide worldwide services, and we do our best
   to match the working times of customers from
   different time zones.

   SysAid Help Desk Software and Asset Management Software