An Incident, according to ITIL, is any event that disrupts the work of the user. Incident Management is about managing those incidents i.e. bring back normalcy to the user, using workarounds or solutions. But the idea is not let any incident affect business.
So what is a Service Request? First, it is not a disruption of any service. It is generally (but, not necessarily) a request for something new like information or access. So is password reset an incident or a service request? According to my definition of incident, the user’s work is disrupted and it should be classified as an incident. ITIL V2 does classify password reset as an incident. But in ITIL V3, it is classified as a service request. The idea is that the service, as such, is not disrupted or there is nothing wrong with the service. The user only needs to contact the service desk to get access to the service.
When classifying your requests in ServiceDesk Plus, there are three options available:
Let’s understand them using examples. If a user calls into the help desk and reports he can’t access his email, that is an incident. If the user wants to know how to access the Intranet when he is travelling, that is a Request for Information. If a user asks for memory upgrade on his laptop, that is a Service Request.
ITIL V3 looks at Service Requests in a whole new way and calls it a new name too - Request Fulfillment. But that is something we will tackle later.
We will be at the HDI 2008 Annual Conference from March 9 - 12 at the Gaylord Texan Resort, Austin, Texas. If you are attending the show or are in the area, drop in and you get to:
See you there!
That was my statement to every visitor who came to our booth at the Pink Elephant show that ended yesterday. And one of the things that I noticed is that everyone has a problem. But the most common two types I came across was -
So am I claiming that ServiceDesk Plus solves everyone's problems? Of course not. I am sure there is a long way for us to go too. But at least, we believe the customer should get a chance to try the product - see for himself, if the tool is going to work for him. Some questions you should ask when looking for a tool are:
Don't fall in for the marketing talk..not even ours. Check us out for yourself and see if you like ServiceDesk Plus. We even provide free support during evaluation. You have the right to choose and make your own decision.
Day 2 of the Pink Elephant tradeshow and conference is over. And it is amazing to see people getting bowled over by the product.
"So what does your product have?" is the general question. And I start, "Well it has got a helpdesk management system that is ITIL ready. That means, it has got Incident management, Problem Management, Change Management and an integrated CMDB. It also packs Contracts Management and Purchase Management. Includes canned and customizable reports." And then I show them the online demo. Somewhere in the middle of that demo, they ask, "are you serious?".
Some of the other comments we heard -
If you would like to meet us tomorrow, please be sure to drop in at Booth 510, 512 at Hotel Bellagio.
It was great meeting all the people we met today (in just 3 hours on the floor). And we are all excited about the remaining two days we have got here. If you are in the area, do drop in..we will love to tell you what ManageEngine can do you. And in case you can’t make it, send us a line at info [at] adventnet [dot] com.
Here’s some pictures from day 1 of the show:
(It is not the best of cameras. We have got better cameras for tomorrow. So hopefully, you will see some better pictures tomorrow.)
Here are some pictures of the booth. Remember we are at booth number 510 & 512.
Eduardo, President of Inspirit, ManageEngine's distributor in Brazil with the Vice President of ManageEngine .
Well, we are finally here for the Pink Elephant conference and tradeshow. It starts today. The first sessions will start at 1 p.m. The exhibition starts today at 5p.m. and will be open till 8p.m. Tomorrow the exhibition is open from 11.30 a.m.
We are at Booth 510 & 512. It will be great to see you there!
Wanna meet the ServiceDesk Plus team? Or do you have any questions/comments for us? Or maybe you are visiting Las Vegas for the Pink Elephant show? You can come meet us at Booth 510 and 512 at the Pink Elephant Conference and Exhibition on 18 - 21 Feb.
If you would like to attend the show, we have some free passes up for grabs. Send me a mail at “ashish [at] adventnet [dot] com” and I will get them out to you.
Cheers!
Thanks to everybody who turned up at our booth at Gitex, Dubai. It was great meeting you all. We had a wonderful time and a lot learnt too.
Here are some photos from the event:
We will be contacting you if you gave us your contact information at Gitex. In case you want us to reach you earlier, please drop me a line at ashish[at]adventnet[dot]com.
SDP Blogs was first inspired from the discussions in SDP forums then we were driven by this post to start a platform for all your casual & not-so-casual conversations :D . We appreciate your constructive criticism as we appreciate your credits. Your comments shows that you care, understand and wish that SDP must do even better. We hope to communicate and share interesting news related to SDP as it happens.
Let' get it started !!
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