Incident and Request
Presentation
According to ITIL, "Service Management is a set of specialized organizational skills to provide value to clients in the form of services"
The most common ways to deliver these services to the clients are with requests and incidents:
- Incident Management: is the process responsible for managing the entire incident lifecycle. The incidents can be reported by the technical team, by event detection tools (monitoring system and alarm) by the users and/or by providers;
- Request Fulfillment: is responsible for managing the lifecycle of all service requests made by users, through a communication channel, in order to maintain satisfaction in the attendance of service requests. These requests may include requests for service components, information, suggestions, and/or criticisms.
The 4Biz platform deals with incidents and requests with a system of Tickets. The documents in this section are related to the configuration and use of the tickets in the system.