In Service Desk, what is the difference between Infrastructure Restoration and Infrastructure Event? What about User Service Restoration and User Service Request?

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    PRODUCT:

    Remedy Service Desk Application


    APPLIES TO:

    BMC Remedy Service Desk Application



    QUESTION:

     
       In Service Desk, what is the difference between Infrastructure Restoration and Infrastructure Event? What about User Service Restoration and User Service Request?  
    BMC Remedy Service Desk Application & AR System (version 7.0.01)   
       All  


    ANSWER:

     

    Legacy ID:KA292997

      
      This was asked to development and the reply back was as follows: 
      
     
    User Service Restoration   
    Typical ITIL definition of Incident  
       
    User Service Request  
    Many customers use Incident to field questions, simple requests for info or even push the limits of Incident in doing Service Request Management.  This type is used to classify incidents that are not related to ITIL definition of "Restoring Service".  
       
    Infrastructure Restoration   
    Also ITIL definition but more focused on "CI" restoration rather than a user;  typically IT Operations teams used these where system management tools report issues and they would use this Incident Service Type to classify.  
       
    Infrastructure Event   
    Used for integrations with system management tools; typically automated events - such as SIM BIRSD integration. 

     


    Article Number:

    000024485


    Article Type:

    FAQ/Procedural



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