Incident and Request

presentation according to itil, " service management 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 orchestrating some processes item description 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/or criticisms