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Remedy Service Desk Application
BMC Remedy Service Desk Application
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
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".
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.
Used for integrations with system management tools; typically automated events - such as SIM BIRSD integration.