Difference between Service and Incident in-terms of ITIL Definition

Difference between Service and Incident in-terms of ITIL Definition

This might be super simple, but the text book ITIL definitions really cause confusion.

ITIL Definition:

  • Service Request – A formal request from a user for something to be provided.
  • Incident Request – An unplanned interruption to an IT Server or reduction in the quality of an IT Server. Failure of a configuration item that has not yet affect services is also incident.

This is a much easier way to interpret the difference:

  • Service Request – Request for a new service
  • Incident Request – Alert or Request to remediate an existing service
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