Service Desk

New Saddleback Service Desk

The District and colleges are changing over to a new help desk / service desk software that will replace KACE.  Please read the information below and watch the included videos to familiarize yourself with the new system.


Incidents and Service Requests: How are they different?

ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’ When everything works exactly the way it’s meant to, the service in question operates without a hitch. But when something doesn’t, it causes ‘unplanned interruptions’ to the service and creates an incident. So the main goal of Incident Management is to provide a quick fix that resolves the interruption and restores the service to its full capacity. These interruptions can be anything from your computer not booting up to the WiFi not working.

Service Requests, however, are defined as ‘a formal request from a user for something to be provided – for example, a request for information or advice’. In other words, a service request is raised when you want to procure something that you don’t have in the first place. Be it access to the printer or upgrading to a higher version of a software.

Another thing that distinguishes service requests from incidents is that service requests, more than incidents, have a higher possibility of including pre-approved or standard changes. These are the changes which are relatively low risk and don’t require a long process of perusal and approval. For instance, let’s say that it is company policy at an organization to provide every employee with additional memory space when they run out. If this is the case and an employee wants to request for extra memory, this is a service request and also a pre-approved, standard change that doesn’t require any further study to be granted.