IoT Service Desk - draft

Por ahora vamos a identificar las diferencias entre Incidente, Problema y Service Request, para la clasificación y la gestión de los tickets en el Service Desk. Aunque estas definiciones vienen consensuadas en el catálogo de buenas prácticas de ITIL, he encontrado en esta web https://www.bmc.com/blogs/ticket-vs-incident-vs-problem-vs-service-request/  un resumen muy esclarecedor:

Incident:
“An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.”

Clave: interrupción o reducción de la calidad del servicio.

Problem:
“A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.”

Clave: es la causa de uno o más incidentes.

Service Request:
“A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.”

Clave: cualquier tipo de petición sobre el portfolio de servicios que se ofrece.