Use > Incident Management > Incident Management overview > Incident and Service Request separation

Incident and Service Request separation

Service Requests can be handled within the Service Desk module, supported by the Service Catalog module. Service Requests are tracked as Service Desk Interactions and can be fulfilled using Incident Management, Change Management, Request Management, or another fulfillment engine specified by in the Service Catalog configuration. Service Requests that do not originate from the Service Catalog and instead come directly to the Service Desk can be routed to the appropriate fulfillment mechanism by the Service Desk Analyst or they can be completed and closed at the Service Desk.

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