Incident & Request Handling Process is carried out by the Directorate of ICT in accordance with the ITIL© (Information Technology Infrastructure Library) principles in order to handle all of the incidents, such as failures, faults or reported bugs on the infrastructure as well as to receive various requests which are submitted by end-users.
Incident is any unplanned interruption in ICT services or deterioration in quality of ICT service. Incidents are automatically detected by monitoring tools or reported by the end-users via IT Help Desk trouble tickets.
Service request is the formal application to Directorate of ICT, to gain access to a service. The requests are submitted to the Directorate of ICT by end-users by opening IT Help Desk trouble tickets.