Service Management Best Practices

Overview

Three closely related concepts are frequently confused in service delivery operations: a service, a service request, and an incident. Each represents a fundamentally different type of interaction between the organization and its customers, and each requires a different operational response. Confusing them leads to misrouted submissions, incorrect prioritization, broken workflows, and frustrated customers.

Best Practice

Establish and communicate clear organizational definitions that distinguish between a service, a service request, and an incident. A service is a defined capability the organization offers. A service request is a planned, expected customer submission asking for access to or delivery of a service — a normal operational event. An incident is an unplanned disruption or degradation of a service — an unexpected event that requires a different, typically more urgent response.

It is a best practice to establish and publish a formal policy that defines these three concepts and specifies how each type of submission should be identified, classified, routed, and handled within the organization.

Benefit(s)

When the distinctions between services, service requests, and incidents are clear and consistently applied, the entire service delivery operation becomes more efficient and more reliable. Each type of interaction flows through the appropriate process. Resources are deployed appropriately — urgent incidents get urgent responses; routine requests are handled through routine fulfillment. Customers know what to expect from each type of interaction. Measurement becomes more meaningful because the organization can track and improve each type of interaction independently.