Level (horizontal)
Problem Management, Incident Management
Change Management
Description
Description
Incidents and Service Requests are submitted to Incident Management or Problem Management.
During implementation of Changes, despite taken precautions, Errors may occur, caused by wrong or incomplete implementation. Also the lack in education and training of Users may lead to Incidents. Because of that, Incident Management (Service Desk) should always be informed about implemented Changes so that causes of Incidents can be identified quickly.
Service Requests can be also submitted by User/ Customer. This Request is registered by the Service Desk. However, only Service Request connected with high impact /risk or major Changes can be submitted as a Request for Change linked with the Service Request.