Hi there I questions I need to get answered.

  • 15 October 2021
  • 1 reply

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM. 


1 reply

Userlevel 7
Badge +10

Hi @katyanick, at a high level, an incident is related to an issue that needs fixing. For example, a PC has a boot issue. Whereas a service request is where an end user needs something above and beyond what they currently have. For example, new software installing on their laptop.

ITIL best practice has the following definitions if you like formal stuff :)

Incident = An unplanned interruption to a service or reduction in the quality of a service.

Service request = A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.