---
title: Incident and Request
slug: en/incident-and-request
description: Learn about service management as a valuable skill set that generates client satisfaction through effective service delivery. Explore the significance of orchestrating essential processes like incident management and request fulfillment to ensure seamless
docTags: 
createdAt: 2021-10-27T20:21:23.000Z
---

## Presentation

According to ITIL, "<font color="#3b9f0f">**Service Management**</font> is a **set of specialized organizational
&#x20;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&#xD; lifecycle. The incidents can be entered by the technical team, event&#xD; detection tools (monitoring system and alarm) by the users and/or by&#xD; providers;                                                                                                |
| **Request Fulfillment** | is responsible for managing the lifecycle of all&#xD; service requests made by users, through a communication channel, in order to&#xD; maintain satisfaction in the attendance of service requests. These requests&#xD; may include requests for service components, information, suggestions, and/or&#xD; criticisms. |