What distinguishes a service request from an incident?

A service request is distinguished from an incident primarily by its planned nature. Service requests typically involve the user's request for a standard service that is routine and expected, such as setting up a new workstation or requesting access to a software application. These requests follow a predefined process and often have an established approval path, making them planned events in the IT service management context.

In contrast, incidents are unplanned interruptions or reductions in the quality of an IT service. They arise unexpectedly when something goes wrong, such as a system outage or a software bug, requiring immediate attention to restore service functionality.

This planned versus unplanned distinction is essential in understanding how to appropriately manage and respond to different types of demands placed on IT services. It emphasizes the proactive nature of service requests compared to the reactive nature of incidents.