What distinguishes an incident from a service request?

An incident is characterized by its ability to disrupt normal service operation, which distinguishes it from a service request. Specifically, an incident refers to any unplanned interruption or degradation of service that impacts users, meaning that it causes a disturbance to regular functioning and requires resolution to restore service. Conversely, a service request generally pertains to standard requests that do not signal any service disruption, such as seeking information, requesting access to a system, or asking for a routine change.

Understanding this distinction is crucial for effective IT service management, as it helps in prioritizing and managing issues based on their urgency and impact. For instance, incidents typically demand more immediate attention since they affect users' ability to perform their jobs, whereas service requests can often be handled through established workflows without the same level of urgency.

In situations where considerations like response time or escalation procedures come into play, the categorization into incidents and service requests remains fundamental, as it influences resource allocation and support strategy within IT services.