ITIL 4 · pillar 5 of 5
Practices in daily use
Incident, problem, change and request — the four whose boundaries decide your ticket queue.
- 13 Incident and problem are different objects An incident is an unplanned interruption or reduction in quality — you restore service as quickly as possible. A…
- 14 Three types of change Change enablement recognises three types: standard (pre-authorised, low risk, procedural — no approval needed each…
- 15 A request is not a small incident A service request is a request from a user for something normal and part of the agreed service delivery — access…
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Sources: ITIL 4 Foundation (AXELOS / PeopleCert), 2019 edition, ITIL 4 glossary of terms. Written from those texts and last checked on against reporting on them — not read line by line against the primary documents. Every card names the clause it comes from precisely so you can settle it at the source, and [email protected] is where a correction goes.
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