Hi! I need to get a solution for general questions of IT services. Is issue management the way to register them? Or through requests?
Typically any type of question, concern or need coming from a user would be a "request" ticket. Issues would really be used more for something being wrong with a service or application in a non-itil world, however, these days most folks use either request or incident for that.
Hope this helps a bit.
Thanks, so Issue Management is non itil?
Technically yes - if you look at the ITIL guidelines, they dont mention "issue" - they only mention Incident, Request, and Change I believe.
You can find more info here: http://www.itlibrary.org/index.php?page=Service_Desk
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