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Natividad IT has implemented an Incident and Service Request ticketing system in order to better manage customer service requests and provide superior customer service.

What is the difference between a Service Request and an Incident Request?

An Incident is any unplanned interruption to an IT service or reduction in quality of an IT service.  Therefore, if anything you are currently using stops working or is not working correctly, this should be placed as an Incident Request.

A Service Request is a new request for a product or service that was not previously had by the requester.  Therefore, if you have a Meditech request, require a new report, need IT equipment moved, or would like new software installed, this should be placed as a Service Request.