Operation Overview

Incident and Service Request Management

The IT service:

  • treats all types of incidents described in the incidents catalog;

    Example documentation icon EN.png  Equipment incidents (PC, server, telephone)/incidents for applications in error/security incidents

  • puts at the disposal of users all the goods and services described in the service request catalog.

    Example documentation icon EN.png  Requests for the provision of hardware/Requests for moving computer equipment/Requests for training services

Only one incident/service request attached to one of the entries (or subjects) in these catalogs is supported.

  • The processing of the object is controlled by the workflow of the entry into the catalog.
  • The entry is made by the users via the Self Service portal and via the Quick Call (Call Pickup) for IT support members.

Available Features

  Open url.png  See the following life cycles: Incident / Service Request

Management of Problems and Known Errors

A known error can be linked to a problem but these are two different concepts:

  • Problem: malfunctioning whose cause is unknown and for which there is no immediate or obvious solution.
  • Known error: workaround to (temporarily or permanently) resolve malfunctions. It can be created via an incident or a problem, or independently.

Tools available to IT support to help provide a solution

  Open url.png  see Life Cycle

Life Cycles

Last modified by Christine Daussac on 2018/07/23 15:25
Created by Administrator XWiki on 2016/09/29 15:46


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