---
title: Incident and Request
slug: citsmart-8-en/incident-and-request
description: Learn about the significance of service management and the various processes involved in delivering exceptional services. The document sheds light on incident management, which oversees the entire lifespan of incidents reported by technical experts, user-
docTags:
createdAt: 2022-01-19T22:57:23.000Z
---
## Presentation
According to ITIL "Service Management is a set of specialized organizational
skills to provide value to clients in the form of services"
To deliver the service, it is necessary to orchestrate some processes:
- ******Incident Management** is the process responsible for managing all incident
lifecycle. The incidents can be entered by the technical team, event
detection tools (monitoring system and alarm) by the users and/or by
providers;
- ******Request Fulfillment** is responsible for managing the lifecycle of all
service requests made by users, through a communication channel, in order to
maintain satisfaction in the attendance of service requests. These requests
may include requests for service components, information, suggestions, and
criticisms.