Incident vs Service request: How are they different?

The line between an incident and a service request is often quite blurry and causes even the hardcore ITIL (IT infrastructure library) and ITSM (IT service management) geeks among us to disagree. As per ITIL v2, there was no such differentiation to begin with. All the issues and requests raised by users were collectively grouped together as incidents under incident management. 

However, with the launch of ITIL v3, the framework most service desk software today were originally based on, incidents split into two categories: service requests and incidents. This differentiation was also accompanied by the new request fulfillment process introduced specifically to manage service requests.

What is an incident?

ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’ In IT service management, ‘unplanned interruptions’ are referred to as incidents. These incidents are either raised by end-users or captured automatically by the ITSM tool and routed to the service desk. ITIL recommends a process called incident management to provide a quick fix that resolves the interruption and restores the service to its full capacity. 

These interruptions can range from your computer not booting to unresponsive applications, or the WiFi not working. These incidents are logged as individual tickets in the service desk, and depending on the capability of the ITSM tool, are assigned to the right agents or groups based on skill, workload, priority, and other criteria. In some cases, agents use automation rules to pre-define responses to certain types of tickets so that they save time and improve their productivity.

Common examples of incident requests

Incidents can disrupt business operations in various ways. Here are typical examples IT teams encounter daily:

• System outages: Application crashes, server failures, or complete service unavailability

• Network issues: WiFi connectivity problems, VPN failures, or slow network performance

• Hardware failures: Printer malfunctions or display issues

• Software errors: Application freezing, unexpected error messages, or feature malfunctions

• Security breaches: Suspicious login attempts, malware detection, or data access violations

• Performance degradation: Slow system response times, database timeouts, or resource exhaustion

Objectives of incident management

The primary goals of incident management extend beyond simple problem-solving. They help:

1. Minimize business impact: Restore normal service operations as quickly as possible to reduce productivity loss

2. Maintain service quality: Ensure incidents are resolved within agreed service levels

3. Prevent recurrence: Document solutions and identify patterns to prevent future incidents

4. Improve user satisfaction: Provide timely communication and effective resolution

5. Enable continuous improvement: Use incident data to identify areas for service enhancement

What is a service request?

Service requests are formal requests from users for something to be provided—for example, a request for information or advice. In other words, a service request is raised when you want to procure something that you don’t have in the first place, be it access to the printer or an upgrade to a higher version of a software application.

Typical examples of service requests

Service requests represent user needs for new services or information:

• Access requests: New user accounts, application permissions, or shared folder access

• Hardware requests: New laptop, additional monitor, or ergonomic equipment

• Software installations: Licensed software deployment or version upgrades

• Information queries: How-to questions, policy clarifications, or training requests

• Standard changes: Password resets, email configuration, or workspace relocations

• Provisioning services: Virtual machine creation, storage allocation, or database setup

Goals of service request management

Service request management aims to deliver value through structured fulfillment. They help:

1. Standardize service delivery: Create consistent, repeatable processes for common requests

2. Enable self-service: Empower users to request services through automated portals

3. Optimize resource allocation: Efficiently distribute workload across support teams

4. Enhance user experience: Provide transparent tracking and predictable delivery times

5. Control costs: Implement approval workflows and budget oversight for resource requests

The difference: incident vs. service request

A key factor distinguishing service requests from incidents is that service requests, more than incidents, are more likely to include pre-approved or standard changes. These changes are relatively low-risk and don’t require much review and approval in the service request management process. For instance, let’s say that it is company policy at an organization to provide every employee with additional storage space when they run out of space. If this is the case, and an employee wants to request extra memory, they can raise a service request on their internal ITSM tool. This is also a pre-approved, standard change that doesn’t require any further study to be granted.

Understanding the distinction between incidents and service requests is crucial for effective IT service management. Here's a comprehensive comparison:

Workflow differences between incident and service request management

The distinct workflows for incidents and service requests reflect their different objectives and urgency levels:

Incident management workflow

1. Detection and logging

   • The user reports the issue via multiple channels.

   • Automatic monitoring alerts trigger tickets.

   • The issue is initially categorized as an incident.

2. Immediate triage

   • Priority assessment is conducted based on impact and urgency.

   • The incident is quickly assigned to an available technician.

   • The SLA timer starts immediately.

3. Investigation and diagnosis

   • Rapid troubleshooting begins.

   • The knowledge base is consulted for known errors.

   • Complex issues are escalated if needed.

4. Resolution and recovery

   • A fix or workaround is applied.

   • Service restoration is verified.

   • The solution is documented for future reference.

5. Closure and review

   • The user gives a confirmation of resolution.

   • Post-incident review is conducted for major incidents.

   • The knowledge base is updated.

Service request workflow

1. Request submission

   • The user selects from the service catalog.

   • They complete the request form with requirements.

   • The system validates eligibility.

2. Approval process

   • Manager approval is sought for cost items.

   • Technical approval is sought for access requests.

   • Automated approval is done for standard items.

3. Fulfillment planning

   • Work order is created.

   • Resources are allocated.

   • Scheduling is done based on availability.

4. Execution

   • Procurement is done if needed.

   • Configuration and setup is done.

   • The user is communicated the progress.

5. Delivery and validation

   • Service provisioning is completed.

   • User acceptance is obtained.

   • Satisfaction survey is sent.

Incident vs service request ITIL guidelines

ITIL provides clear guidance on distinguishing and managing both incidents and service requests:

ITIL incident management principles

• Speed over root cause: Focus on restoring service quickly rather than finding underlying problems.

• Escalation paths: Define clear escalation criteria based on impact, urgency, and time elapsed.

• Major incident procedures: Establish separate workflows for business-critical incidents.

• Communication protocols: Send regular updates to affected users and stakeholders.

ITIL service request management principles

• Service catalog foundation: All requestable services documented with clear descriptions

• Standardized fulfillment: Pre-approved workflows for common requests

• Request models: Templates defining steps, approvals, and fulfillment tasks

• User portal access: Self-service interface for request submission and tracking

ITIL integration points

Both processes must integrate seamlessly with:

• Change management: Service requests often involve standard changes

• Configuration management: Track relationships between requests and configuration items

• Knowledge management: Leverage solutions for both incident resolution and request fulfillment

• Service level management: Define and monitor SLAs for both processes

Proper classification in ITIL: Incident request vs service request

Accurate classification is the foundation of effective IT service management. 

Impact of misclassification

1. Incorrect prioritization: Service requests treated as urgent incidents leads to resource wastage 

2. SLA breaches: Wrong workflows lead to missed deadlines

3. Poor metrics: Inaccurate reporting skews performance data

4. User frustration: Inappropriate handling creates negative experiences

Best practices for classification

Initial assessment questions:

• Is an existing service disrupted or degraded? → Incident

• Is the user requesting something new? → Service request

• Can the user continue normal work? → Likely a service request

• Is immediate action required? → Likely an incident

Automated classification helpers:

• Keyword detection in ticket descriptions

• Service catalog integration for clear request paths

• Decision tree workflows in ticketing systems

• AI-powered classification suggestions

Training requirements:

• Regular training for service desk staff

• Clear classification guidelines documentation

• Examples of edge cases and their proper classification

• Feedback loops for continuous improvement

Common challenges in differentiating and managing incidents and service requests

Organizations face several challenges when implementing separate workflows:

User confusion

Challenge: Users don't understand the difference and submit everything as "urgent" Solution:

• Clear service portal design with guided selections

• Educational campaigns explaining the difference

• Examples in ticket submission forms

Gray area requests

Challenge: Some tickets could be classified either way Solution:

• Define specific scenarios in your classification guide

• Default to incident for service-impacting issues

• Regular review of borderline cases

Tool limitations

Challenge: ITSM tools may not clearly separate the processes Solution:

• Configure distinct forms and workflows

• Use automation to route based on keywords

• Implement different SLA policies

Reporting complexity

Challenge: Separate metrics make holistic reporting difficult Solution:

• Create unified dashboards showing both types

• Track overall ticket volume trends

• Measure first-contact resolution across both

Best practices for managing incidents and service requests

Implement these strategies to optimize both processes:

1. Establish clear service catalogs

• Document all available services with descriptions

• Include fulfillment times and requirements

• Make the catalog easily searchable and accessible

2. Implement smart automation

• Enable auto-classification based on ticket content

• Automate workflow for standard requests

• Create escalation rules for time-sensitive incidents

3. Create comprehensive knowledge bases

• Create separate sections for incident solutions and request procedures

• Make regular updates based on new issues

• Create self-service options for common requests

4. Define appropriate SLAs

• Make incident SLAs based on business impact

• Create service request SLAs based on complexity

• Clearly communicate expected timelines

5. Provide ongoing training

• Give regular refreshers on classification

• Offer updates on new services and procedures

• Conduct feedback sessions to address challenges

6. Monitor and optimize

• Regularly review classification accuracy

• Analyze workflow bottlenecks

• Conduct user satisfaction surveys for both types

Streamline incident and service request management with Freshservice

Freshservice transforms the complexity of managing incidents and service requests into a streamlined, efficient process with purpose-built features for each type:

Intelligent classification and routing

Freshservice uses AI-powered automation to:

• Automatically categorize tickets based on content analysis

• Route incidents to available technicians immediately

• Direct service requests through appropriate approval chains

• Suggest classifications to agents for accuracy

Unified yet distinct workflows

• For incidents: Priority matrix, escalation rules, and major incident management

• For service requests: Service catalog, approval workflows, and fulfillment tracking

• Shared benefits: Single dashboard view, consistent SLA tracking, integrated reporting

Self-service excellence

Reduce ticket volume while improving satisfaction:

• AI-powered service catalog guides users to the right request type

• Knowledge base deflects common incidents before ticket creation

• Automated fulfillment for standard service requests

• Clear status tracking for both incidents and requests

Advanced analytics and insights

• Separate metrics for incident trends vs. request patterns

• Unified reporting for overall service desk performance

• AI-driven insights to identify improvement opportunities

• Real-time dashboards for proactive management

ITIL-aligned implementation

Freshservice comes pre-configured with ITIL best practices:

• Incident management workflows with proper escalation

• Service request fulfillment with approval chains

• Integration with change and problem management

• Comprehensive audit trails for compliance

Ready to bring clarity to your incident and service request management? Start your free trial of Freshservice today and experience how proper classification and workflow automation can transform your IT service delivery.

To summarize

Identifying these pre-approved changes can be a significant time-saver in service desk operations. This is where distinguishing between service requests and incidents can help you run your operations more effectively. By categorizing and resolving pre-approved IT changes as service requests, you can ensure that they do not enter an unnecessarily complicated workflow. 

Also, once you create a strong service request system, you can initiate self-service by adding a service catalog with which your users can select the exact service they need. And finally, distinguishing between incident management and service requests can help you in the long run too, because it enables your team to identify the nature of tickets you’re receiving and to decide where your resources are best allocated. This will also help you in reducing your service desk agents' stress and improve their productivity.