User experience-related incidents are likely to be detected by a user, who will file a complaint. This diagram also shows the basic idea of ITIL 4: it embeds processes in higher-level value streams to show where, and to prove. g. ITIL includes 26 ITIL processes. incident. Stages of the ITIL request fulfillment process. The primary objective is to ensure that change execution does not interrupt. Each service request may include one or more of the following: Request for a service delivery action (e. Incident Management Term 1: Incident. See moreAn incident can be defined as an unanticipated or unplanned interruption in the delivery of IT service or a significant reduction in the quality of an IT service. Of course it is, there it is in the ITIL definition of a Service Request: A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. → Checklist Incident ReportWhat is IT incident management? IT incident management is an area of IT service management ( ITSM) wherein IT teams return a service to normal as quickly as possible after a disruption with as little negative impact on the business as possible. It can also be marked by. The content within this general overview is based on the best practices of the ITIL® framework[1]. ITIL is a framework of best practices for delivering IT services. A Standard Service has a Standard Operating Procedure/model that is followed to fulfill the request. SLA targets are based on the priority of the. Service Request – A request from a user for information, advice, a standard change or access to an. ” What has gone away in the ITIL 4. For example to reset a password, or to provide standard IT Services for a new User. Although processes 1, 3 and 5 may be carried out by different teams, they still come under the remit of the service desk. Steps To Service Request Managing Process. service requestOnly a business change or IT incident would require re-evaluation of the risks associated with standard changes. with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. Source: AXELOS, Incident Management ITIL 4 Practice Guide (2020)This guidance paper will explore: how service ownership relates to product ownership. Failure of a configuration item (asset) that hasn't yet had an impact on a service is considered an. ITIL (formerly known as the Information Technology Infrastructure Library) is an IT service management framework owned by Axelos — a joint venture between the U. of a Configuration Item that has not yet impacted service is also an Incident; for. This makes the Service Desk Manager an ideal candidate for the Incident Manager role as well, in small- and. 3 Best Practices for ITIL SLAs. But when something doesn’t, it causes ‘unplanned interruptions’ to the service and. It’s best if these options are integrated rather than siloed. An incident that the service desk does not know how to fix B. " A problem is "a cause, or potential cause, of one or more incidents. ” However, according to ITIL, the correct terminology would be “Houston, we have an incident. 2. An incident has been raised, and the service desk staff has notified the technicians in New Delhi. The ITIL service lifecycle begins at this stage. We continually update and add to our Guides. It is the physical (err… digital) vehicle through which your service desk is alerted of an incident and responds to it. The ITIL incident management lifecycle. This article applies to: IT Service Management Program. Step 8 : Incident closure. A service is down for all customers. The Incident Management process described here follows the specifications of ITIL V3, where Incident Management is a process in the service lifecycle stage of Service Operation. service request management: 1. . This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order. A more serious one was originally published by. ITIL 4, the latest evolution of ITIL, builds on the core guidance of previous versions to provide comprehensive, practical, and proven guidance. This makes is applicable to other corporate service providers. Incident management: This process aims to return services to normal operation swiftly after a disruption. SLAs define specific SLA targets for response and resolution times for incidents and service requests. 2. the proportion of time that the service is actually available for use by the Customers within the agreed service hours. Change Management: managing a system change,. ITIL (tidligere akronym for Information Technology Infrastructure Library) er en justerbar struktur, som beskriver bedste fremgangsmåder for at levere kvalitetsservice i virksomheder i informationsteknologi (IT)-sektoren. The Priority is derived from the Impact and the Urgency, based on the context of an. gatsby-image-wrapper [data-placeholder-image]{opacity:0!important}</style> <iframe src. The process of resolving a user's service request and managing the entire life cycle of a service request is called request. ITIL® contains procedures, tasks, processes and checklists that are not necessarily specific to an organisation or technology, but are still applicable toward organisational strategies by. A Service, a Category, and a Subcategory. IT incident management and IT problem management. Critical – A core business IT service is unavailable, causing a direct financial, brand, or security impact. call An interaction (e. Figure 3: Service Value Stream “incident resolution” with its service chain activities, practices and processes. The doctor’s office analogy helps us understand that: Incident management deals with an individual incident as quickly as possible. What is the difference between incident and request in ITIL? Service request tickets aren’t as urgent as incidents and problems. This recognition underscores the interconnected nature of services and how they collectively contribute to delivering value to customers and the organization. When organizations say they are compliant to ITIL, very often this statement is not verifiable; a certification according to the ISO 20000 standard means there has been an. with Service Transition - if fulfilling a Service Request requires the involvement of Change Management. A request for change is sent from the change management process. An incident,. Answer : Select a few key methods to suit the types of improvement that the organization handles. Incident Response Time - The number of minutes/hours/days between the initial incident report and its successful resolution. This process is focused on returning the performance of your organization’s services to normal as quickly as possible. The ITIL recommends best practices for IT service management (ITSM) to support the standardization of various processes and stages in the IT lifecycle. To move new or changed hardware, software, or any other component to live environments. The severity of these issues is what differentiates an incident from a service request. If the printer is running out of toner -> unplanned and/or influencing the business process = Incident. SEV 3. ITIL stands for the IT Infrastructure Library, an internationally accepted IT service delivery framework. To prioritize service requests, you need to consider two factors: the impact and the urgency of the request. 1. So change management is often governed by a CAB, a change advisory board,. AppearsService Request Management (SRM) Service request management (SRM) is a key component of an ITIL service catalog that enables service requests to be handled appropriately. In ITIL, IT is a separate entity whose customers are the employees of the business. Executive overview Describe the purpose, scope and organisation of the document. ”Incident management refers to the practice of managing IT services causing disruption. As a temporary workaround, the reports are generated locally and sent to ensure business continuity. [3] The ITIL incident management process ensures that normal service operation is restored as quickly as possible. IT asset management practice is divided into: IT Asset Management – focuses on the hardware and infrastructure dimension, it uses the register of IT resources. An incident can be resolved by either a Service Request or a Change. The difference comes with the categorization of the Incident. Request types are the types of requests that can be raised in your service project, such as “Get IT help” or “Request a new account”. Imagine a “frozen” PC. call An interaction (e. More importantly, since customers appreciate quick resolutions to their problems, it’s a great way to stay focused on the customer experience. The ITIL Practitioner Guidance publication (to which Paul contributed his knowledge and experience, btw) offers up the following definition: “A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks. • Service Level Management. UCISA ITIL: SAMPLE INCIDENT TICKET TEMPLATE 1 ITIL – Sample incident ticket template 1. What often determines the classification of something as an incident is whether or not the service level agreement (SLA) was breached. • Enterprise Service Management. The role is to ensure that IT delivers IT services as required. This work had such positive results that it became a worldwide benchmark in. A good example of the difference between ITIL’s definitions of Incident and Problem are the famous words from Apollo 13: “Houston, we have a problem. Tier 1 service desk. Octopus can derive automatically an incident priority by selecting the impact and urgency of an incident. A service request can a request made for the IT team to fulfill a need from the end user. Password resets are done by Service Desk and is done under an incident . providing a report, replacing a toner cartridge) Request for information (e. In this guide, you will learn about the basics of incident management, its components, the roles and responsibilities involved, and how incident management works with other components of the service desk. While both service request fulfilment and incident management are reactive, the triggers for requests and incidents are humans and unplanned events, respectively. The process of resolving a user's service request and managing the entire life cycle of a service request is called request. 2. Work done on an incident focuses on getting users up and running after disruptions. The IT Infrastructure Library (ITIL) is sometimes referred to as the ITIL foundation or the ITIL framework. That usually doesn’t include finding a root cause – that’s the job of Problem Management. ITIL Service Operation. The first step in the incident management lifecycle is to identify the incident. Step 6 : SLA managerial and escalation. For example, a critical issue that carries the high risk of server downtime might have a 15. the ITIL definition. The overarching ITIL framework can help streamline the. Service. e. Incident overview This document is intended to provide an understanding of the attributes/fields that need to be captured in an incident ticket (a record of information. A service request is a request made to the IT team to fulfill a need from the end user. An efficient process achieves its objectives with the minimum amount of time, money, people or other resource. Request for Service. information security management. On the other hand, ITIL refers to the framework that offers recommendations and guidance for ITSM practices for organizations to adopt and follow. Most ITSM tools have a priority matrix embedded in their process workflows, so assigning a priority is included in the incident or request logging process. ago. Service request workflows are typically less complex and are either approved or denied based on the budget, need, or urgency. Incident management. Incident Definition. The decision to abandon the term change management reflects the extent of ITIL scope having been expanded with the introduction of ITIL 4. Service Request - a request for a service provided by external party. The framework of best practices has been derived through the following guiding principles: Focus on value and customer experience. Problem. FCR is one of many key IT metrics that help you track the effectiveness of your team and processes. The current iteration of the ITIL framework, ITIL 4, defines three types of changes: A solid change management process keeps all stakeholders in the loop, and includes standard, normal and emergency changes. Information and technology. This is the first point of contact for the requesters when they want to raise a request or incident ticket. Its purpose is to carry out and coordinate the activities and processes required to manage and deliver services at agreed levels to business users, customers, and stakeholders. This stage, known as ITIL service operation, comprises five main processes and four functions that handle day-to-day tasks, user requests, problem. Service level agreements (SLA) sit at the heart of ITIL practices. The benefit of the ITIL approach is that it prioritizes the core goals of both problem management and incident management. There is a significant difference between a service request and an incident - an incident is an unplanned event, whereas a service request is usually something that. ITIL change management follows a process flow to evaluate, plan, and deploy change requests. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. The process of resolving a user's service request and managing the entire life cycle of a service request is called request. 4. Ensure Staff and Customers Understand the Definitions. Service desks often also include multiple ITSM activities. Change requests occur from one of the following sources: An incident that causes a change. daze. Along with the above changes to the change enablement, release management, and service validation and testing practices, ITIL 4’s deployment management practice is aimed at making your organization’s IT-related changes “better, faster, and cheaper” (plus safer). An incident. Service requests are not tickets. We expect the customer to confirm the resolution of the incident. The major benefits of incident management. ITIL 4 Sample Exams [2021] Set 3. Assigned: An incident that has been received in the IT help desk and assigned to a. There is a team of Major Incident Owners from across UFIT that rotate duties for evaluating nominated Incidents and managing those situations. . The introduction of ITIL 4 has brought about a renewed focus on Service Request Management's role in achieving superior IT service delivery. ” And an incident is a single. This article will provide an insight into some of the problem management techniques, how problem management. Reducing impacts or risks of having malfunctioning or inadequate services and processes. Request fulfillment: Service requests should be acknowledged and resolved as soon as possible. 次のプロセスは、itil 推奨に基づくシンプルなリクエスト フルフィルメント プロセスを示しています。このプロセス、既存の itil プロセスを適応させたり、新しいプロセスを定義したりするための出発点として使用できます。As the ITIL service desk definition states, this help may take the form of incident resolution or service request fulfillment, but regardless of what type of help is being provided, the goal of a service desk is to deliver high-quality service to customers in a timely manner. An IT service desk features a range of tools, as well as integrating with other business processes, such as:Service request management is a key component of the ITIL® framework, and it relates to other ITSM processes such as incident, problem, and change management. Problem; Incident; Wikipedia on ITIL; Glossary. This includes. It is described as a Standard Change since the approval and pre-authorization is at the discretion of the organization or the service provider. Partners and suppliers. ITIL Incident management process consists of a set of best practices to actively handle and resolve incidents. Here is the difference between an Incident and Service request as per ITIL v3 definitions: Incident: An unexpected interruption to an IT Service or reduction in the quality of an IT service – for example, server is down, fixing a printer, network slowness. These dimensions are applicable to the service value system in general and to specific services. ITIL® is the most popular ITSM framework in the world. The goal of incident management is to restore normal services as quickly as possible when an IT service has been disrupted, and to make sure that business operations function. • 34 ITIL practices. This is the ITIL definition. The ITIL 4 Practice Guide does a nice job of explaining the need for Problem Management: “No product or service is perfect. ISO/IEC 20000 (The International Standard for Service Management) 1 recommends that one person, the SMS manager, owns ITIL. It is the duty of access management to verify the identity of the user making the request and the legitimacy of. Service Catalog Definition. A service request, simply put, is when a user is asking for something to be provided, such as advice or equipment. ITSM: IT Incidents vs. ITIL processes provide structure and best practices so that you can execute, plan and prioritize for: Incidents: requests to the service desk about things that went wrong or are broken. ITIL also creates a distinction between incident management and problem management. The service provider must understand and manage the many risks that are relevant to each service and to each customer. Records are identified in ServiceNow and emails generated by ServiceNow with a record specific identifier. ITIL V4 is no longer prescriptive about processes but shifts the focus on 34 'practices', giving organizations more freedom to define tailor-made processes. Maar als iets dat niet doet, veroorzaakt dit. A service request in ITIL framework is a formal request issued by the customer (user) to acquire one of the department's services. Done well, an ITIL preference mold can decrease. Information technology infrastructure library (ITIL) is a series of practices in IT Service Management (ITSM) for aligning operations and services. Value streams and processes. a telephone call) with the service desk. It involves several key components that work together to provide a smooth and user-centric experience. But when something doesn’t, it causes ‘unplanned. ITIL/ITSM is always documentation-heavy with onerous processes that slow teams down . An incident affecting the entire service resulting in the inability to perform/provide the functions of the service: 2 – High: An incident affecting the ability for a user to do work: 3 – Medium: An incident that moderately affects the ability for a user to do work and/or a workaround exists: 4 – Low: An incident that does not impede the. with Incident Management - if a Service Request turns out to be an Incident and. The ITIL priority matrix can be valuable in assigning and directing work in an IT service administration (ITSM) environment. g. ISO/IEC 20000 agrees with that in 8. Verschil: Incident vs Service Request: Incident: ITIL v3 definieert een incident als ‘een ongeplande onderbreking van een IT-service of vermindering van de kwaliteit van een IT-service’. For service requests, the user can also take the assistance of knowledge base and frequently asked questions and it can be solved by the user itself also. Most practitioners use a scale of 1 to 5, whereby 1 is a critical or major incident, and 5 is a minor request or a "nice to have. Difference: Incident vs Service Request Incident. Both ITIL and ISO 20000 require the root cause to be found and resolved. Although incidents are a common part of. In this stage, the ITIL process is followed to make the next stages possible and also provides direction for the following stages. Request (Service Request) A request from a user for information, advice, a standard change, or access to a service. Its purpose is to facilitate clear communication between IT and business stakeholders, align services with organizational objectives, and enable value. ITIL changes the scope of Incident Management to include issues with all services. You raise an important point: ITIL's categorization of Events (Information, Warning, Exception) suggests to those of us who have worked with messaging consoles in the past that an event is any detected system change of state, and an alert is a filtered message requiring human attention or human or system action. It is the process of granting authorized users the right to use a service while preventing access to non-authorized users. an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service (for example failure of one disk from a mirror set). Unexpected disruptions occur due to incidents like loss or degradation of network connectivity, a scheduled task (like a backup task) not being performed, or a nonresponsive API. By understanding the shifts. Failure of a configuration item that has not yet affected service is also an incident — for example, a reduction in disk capacity. Service Request Management. The Benefits of changing your name. Major incidents have a separate. They can be scheduled, whereas incidents and problems need immediate resolution. The definition of an incident is something that happens, possibly as a result of something else. Here are all of our Guides. ITIL’s disciplined approach to IT service management facilitates organizations to manage and alleviate risk, mend customer relationships, create economical practices, and stabilize the IT setting for better growth,. (ITIL also identifies an Incident as “ Failure of a Configuration Item that has not yet affected. Process Description. Service request management is a key component of the ITIL® framework, and it relates to other ITSM processes such as incident, problem, and change management. A call could result in an incident or a service request being logged. Critical incident with high impact. Most ITSM tools have a priority matrix embedded in their process workflows, so assigning a priority is included in the incident or request logging process. In order to formalize this request, an organization should have a standardized change request form that people can fill out. Incident Management in IT Operations 101 – The Basics. This site answers the how. capability The ability of an organization, person, process, application,The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service. Definition: An Incident's priority is usually determined by assessing its impact and urgency: 'Urgency' is a measure how quickly a resolution of the Incident is required. ITIL defines an incident as an unplanned interruption to a service, a reduction in the quality of a service, or an event that has not yet impacted the service to the customer or user. The role definitions suggested here are intentionally kept short, capturing the main characteristics of the key ITIL roles. The impact is categorized into four levels. For. Ideally, in a way that has little to no negative impact on your core business. For example, incident management, service request management, problem management, relationship management, etc. Service definition is foundational to service management and support. This section provides few examples to help you in defining your priority level. The identification of the need for a change is the first step in the ITIL change request process. Obtaining a Managing Professional designation gives you the essential skills to run successful IT-enabled products and services. ITIL is a rather detailed collection of best practices, while ISO 20000 is an international standard that sets out Service Management requirements for IT organizations. On creation, it is based on (filled with) the information provided. Step 1: Incident Identification. Definition: The major difference between incident and service request can be understood by their definitions. It also involves restoring the services to their normal state without affecting SLAs. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized. Request Fulfilment now consists of five sub-processes, to provide a detailed description of all activities and decision points. “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks . Incident: An unplanned interruption to a service, or reduction in the quality of a service. The problem is that On Hold may mean some thing. Problem management process term 1: Problem. ITIL stands for Information Technology Infrastructure Library. Building robust work flows to help manage an incident throughout its lifecycle. ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service. The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service. Ideally, the request is chosen from a service request catalog, which is a repository of all IT services offered to end users. Until industry discussion provoked a reconsideration, the change enablement technique was referred to as change control. On Hold means NO ONE is working on the incident. In ITIL terminology, problems and incidents have unique definitions for IT‐related events. Create separate SLAs for each IT service you need to measure. ITIL V3 though will tell you that any pwd resets are SR's. Incident Management Goals, Objectives, CSFs and KPIs. For example, the failure of one disk from a mirror set. An incident is defined by ITIL as any break in the standard operation of a service that causes or might cause an interruption or reduction in the quality of that service. ITIL Problem Management. capability The ability of an organization, person, process, application, The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service. ITIL is structured as five core books to cover the full-service life cycle: service strategy, service design, service transition, service operation and. Service Request Management. Business always targets uninterrupted services to accomplish greater proficiency and productivity. They can also group together, control, and document several incidents as a single problem. The point of the change management process is to reduce risk. Incident management is the process responsible for managing the lifecycle of all incidents. Major incident with significant impact. An auto-provisioning request where smaller requests are automatically handled. Failure of a configuration item that has not yet impacted one or more services is also an incident. The story of ITIL. Service requests are usually handled by a Service Desk, and do not require an RFC. It has gained wide popularity in the IT market. out-of-the-box compliance with the most commonly used ITIL processes. It is used to demonstrate compliance and to measure improvements. Major Incident – An event which significantly. The ITIL incident management workflow aims to reduce downtime and minimize impact on employee productivity from incidents. Service Operation Phase is the one that clearly “Stands Out” out of 5 phases ITIL lifecycle, purely on the basis of “Value Generation” and “Return on Investment” for the organizations. • Service Continuity Management. If we park this ITIL 4 service desk definition for a moment and think about. Regardless of the language used to describe it, ITIL. Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. The average of all incident response times then gives the mean time to respond. Define what questions should be asked or information checked. The process responsible for managing the life cycle of all. The ITIL 4 Service Catalog emphasizes considering external customer-facing and internal services supporting the organization's operations. The Tier 1 service desk usually consists of technicians who have a. As part of that discussion I realised that my own list of Request classes had missed one, "Fault". An unplanned interruption to an IT service or a reduction in the quality of an IT service. ITIL Incident Management: Roles & Responsibilities Explained. Access management: Access management is the process of granting authorised users access to services. ITIL Change Management. These SLA targets also define diagnosis and resolution times for problems. It is customary that Priority has four to five levels, and is marked with the numbers 1-4 or 1-5, where “1” is the highest and “5” is the lowest priority. The ITIL incident record template guides you through the data most commonly collected when an IT incident occurs, including SLA breach, IT service impacted, and major incident indicator. Ticket Backlogs are ITSM records (Incidents, Problems, Changes, Service Requests, and Catalog Tasks) that the Service Desk has not been able to resolve at first touch and as a result has. Ensure Staff and Customers Understand the Definitions. Part 1. All while ensuring that nothing is lost, ignored, or forgotten about. Manages the service desk function, including staffing management activities. • Service Validation and Testing. Failure of a service, service degradation, failure of a server etc. Ensuring every IT service request gets from initiation to resolution with precision and efficiency involves distinct stages, each with its specific focus and objective. In particular, they are used to assign owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions . The reasons for this are simple: Improved Consumerization and Service Value Realization. A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Understanding the difference between incident and problem management is merely the first step. Service Request: A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ”. ITIL service operations processes Event management. For the uninitiated, SLAs define expectations for both the service provider and the “customer” when engaging in a service. Problem management is better suited for help desk support teams who can act quickly to provide either a quick fix or a workaround, while Incident management requires a more in-depth analysis of the problem so as to prevent it from causing more incidents in the future. In the problem management process, a problem is defined as the cause of one or more incidents. Incident Management: An incident is an unplanned interruption or reduction in the quality of an IT service. A bug is creating an inconvenience to customers. Octopus can derive automatically an incident priority by selecting the impact and urgency of an incident. Problems have a different definition from incidents when discussing the service desk. Incident: En studerende kan ikke aflevere en opgave til digital eksamen. Problem Management is an IT service management process tasked with managing the life cycle of underlying "Problems. votes. A service request can a request made for the IT team to fulfill a need from the end user. When other teams, software tools, or other processes are discussed, it is clearly indicated. Although incidents are a common part of modern service delivery, they must be avoided for smooth business operations. ITIL, the IT service management (ITSM) best-practice framework formally known as the IT Infrastructure Library, uses the term “incident management” to describe the handling of such IT issues from identification through to resolution. There’s no need to “create a ticket. A service request is a request made to the IT team to fulfill a need from the end user. These best practices help identify the difference between classifying incidents, problems, and service requests. Problem management is a crucial part of providing a good service. We begin the definition and understanding of the key terms with events, alerts, and incidents. effectively handles service-related requests (service request management) provides the communication channels for the above and all other service-related communications (service desk). A service request is a request made to the IT team to fulfill a need from the end user. an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service (for example failure of one disk from a mirror set). Request Fulfilment is an ITIL® process that is part of the Service Operation Phase: Definitions. For example, the failure of one disk from a mirror set. BMC Blogs covers a wide variety of tech-related topics. FCR is one of many key IT metrics that help you track the effectiveness of your team and processes. Most practitioners use a scale of 1 to 5, whereby 1 is a critical or major incident, and 5 is a minor request or a "nice to have. Service request workflows are typically less complex and are either approved or denied based on the budget, need, or urgency. a stakeholder or service user will submit a change request. The main difference is that the practice guide expands on existing concepts in the following areas: Major incidents. Any Service Request or Standard Change that presents a higher risk may require. " A change is "the addition, modification, or removal of anything that could have a direct or indirect effect on services. Defined in the IT infrastructure library, the IT service catalog is an organized repository of an organization’s active IT servicesend users can request and use efficiently. Zylker's proactive problem management team decides to run trend analysis on incidents occurring over the past six months. Request Management Practice works in tandem with several other ITIL 4 Practices, including: Incident Management: While distinct, Incident Management and Service Request Management often interact. An ITIL 4 Service Catalog is a strategic tool that comprehensively overviews an organization's services, detailing Service Offerings, relationships, definitions, and performance commitments. Common statuses include: New: An incident that has been logged but not yet worked on. Recently this blog came up with a list of all the different kinds of request of which Incident is one (not in ITIL V3 it isn't, just in my taxonomy.