Earlier this year, ICIT implemented some of the most significant support and service process changes this organization has seen in quite a while. To help facilitate this transition, we will be running a series of blog posts with tips and reminders related to the new HPSM release and associated process changes.
Service Vs. Support Tickets: What’s the difference?
| Service Request: “Request for a new or existing readily available item or action that adds value.” Something a user currently does not have.Example Service Request: A user needs access to a shared folder on the T: drive to share documents with team members in other departments. |
| Support Request: “Request due to unplanned service degradation or interruption.” Something you have is not working properly or at all.Example Support Request: The battery in a user’s campus laptop won’t charge. |