What is the difference between a service request, an incident, and a change request?
What is a What is the difference between a service request, an incident, and a change request??
A service request is a routine employee task, an incident is an unexpected IT problem, and a change request is a significant infrastructure update. Service requests and incidents are covered by your deeploi plan; change requests are not.
The distinction matters because service requests and incidents are included in your deeploi plan. Change requests fall outside standard support and require a separate agreement.
What are the three request types?
| Type | What it is | Typical examples | Covered by deeploi? |
|---|---|---|---|
| Service request | A routine task submitted by one of your employees | Password reset, software installation, access permissions, account creation | Yes |
| Incident | An unexpected problem that interrupts or degrades an IT service | Application crash, service outage, hardware failure, data breach | Yes |
| Change request | A significant update to IT systems or infrastructure | Major software upgrade, new server deployment, new IT service rollout, network infrastructure changes | No |
Change requests are outside the standard deeploi plan. Contact hello@deeploi.io to discuss scoping a change project.