Contents

Background

= If you are familiar with ITIL then you probably know what the difference between and Incident, Service Request.


Difference between Incident and Service request

It is important that modifications to production resources are closely tracked and controlled to ensure stability and conformity of the operation. With acceptance into service the operational approvals are given.

Incident and Operational Approval

If a file transfer to New York failed production support personal is entitled to transfer the file manually because the there is an operational approval for the service to transfer the file

Unapproved Actions

A Manager from Miami request the file. This has to be denied because of the lack of approval. The responsible authorities have to grant the transfer first.

Request Fulfillment- Pre-approved Service Request

There are some none perinatal task that occurs again and again. These are pre-approved and are part of the request fulfillment process. Examples are:

These are requested with Service Request;



Remedy-Req-Fullfillment-001.png


Status: Draft Date: 2014-10-15 00:23:19 +0200 (Mi, 15 Okt 2014) Revision: 27

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