CA Service Management

  • 1.  Is Issue Mangement for general questions?

    Posted Aug 30, 2017 04:57 PM

    Hi! I need to get a solution for general questions of IT services. Is issue management the way to register them? Or through requests?



  • 2.  Re: Is Issue Mangement for general questions?
    Best Answer

    Posted Aug 30, 2017 06:54 PM

    Hi Sebastian,

    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.

    Jon I.



  • 3.  Re: Is Issue Mangement for general questions?

    Posted Sep 01, 2017 08:34 AM

    Thanks, so Issue Management is non itil?



  • 4.  Re: Is Issue Mangement for general questions?

    Posted Sep 01, 2017 08:51 AM

    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 

    Thanks,
    Jon I.