Page 328 - ITIL® Foundation 3.15

Event management
Web interface
Phone Call
No
Email
To request fulfilment (if this is a service request) or service portfolio management (if this is a change proposal)
Is this really an incident?
Yes
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Incident identification
Incident logging
Identification
Identification is the recognition that something has happened that should be addressed. This recognition could come from event management, customer phone calls, vendor notification, or operations personnel interacting with the live environment. At this point, no reactive activity has happened; only the realization that an issue may have arisen.
Validation
Service Request Fulfillment is usually started at the service desk from answering user phone calls. Users also call to report incidents and outages; therefore, calls must be determined to be incidents (higher priority) or service request (lower priority)...If a user calls requesting a pre-defined, pre-approved, proceduralized, easily deliverable something; that would be a service request. Examples of service requests would be asking a question, requesting a
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