A list of Request Classes to help out ITIL
Recently we discussed how I think ITIL V3 muddies the definition of Incident, and of Incident Management. As part of that discussion I realised that my own list of Request classes had missed one, "Fault". That list came from my book Introduction to Real ITSM which is a satirical version. A more serious one was originally published by me in the article The Evolution of the ITIL Request on ITSMWatch.
So I thought I'd update my list.
First I went to check what else I missed.
The IT Skeptic couldn't find a good list. I did extensive research ...in the analyst's sense of "research". That is, I quickly thumbed through ITIL V3 Service Operation of course, and Foundations of IT Service Management Based on ITIL® V3 and an amazing new book The Guide to the Universal Service Management Body of Knowledge (find it here - more on that book another time).
No doubt there are plenty of lists out there (some of which I'll turn out to be in possession of), and I expect to see a few references in the comments section please.
This list is constructed based on the concept that each class will have a variant of the core Request Fulfilment process, e.g. Complaints will be dealt with differently to Proposals. Different people and groups, different procedure, different reporting, different responsiveness service levels.
More discussion of this topic over here.
On reflection, I don't even think "Request" is the right word for the parent entity of which they are all categories. i think "Ticket" or "Service Response" or somesuch is a better word. Request comes from a user; Faults don't, Incidents might not, Work might not.
We use "Request" for historical reasons to mean "generic bucket for everything Service Support respond to". We shouldn't.
the IT Skeptic's Taxonomy of Request Classes
[Updated: a hierarchy introduced to the taxonomy]
Action: I'd like to say Service but man is that an exhausted word!
Support: not everything will be/needs to be fixed so not Repair
Input: the user is contributing
- Provisioning: User requires access to a service or part of a service, e.g. a security permission, a menu option, a token, a digital certificate, a client install, a desktop device, a phone, etc.
- Booking: Scheduled attendance at training, seminar, meeting, reservation of a resource, annual leave.
- Ordering: Books, desks, catering, stationery, travel.
- Change: as defined by change management, typically means change to a CI. Some organisations allow users to open RFCs directly, others have some form of prior request entity.
- Work: tasks that falls outside change management. Run a report. Move a PC. Install a projector.
- Incident: an unplanned interruption to an IT service or reduction in the quality of an IT service. (Question: if an interruption or degradation of service is within the terms of the SLA, is it an Incident? )
- Fault: Failure or detected imminent failure of a CI, no service impact (yet). Only users within IT would be expected to report these, or an automated tool. If confirmed, it will spawn a Problem. (This was much debated recently. If you follow ITIL then an incident and a fault are the same thing.)
- Help: Correcting data arising from user error (NOT from a Problem). Restoring a deleted file, untangling a mess...
- Advice: How do I … ? Should I … ? Which is the best way to … ?
- Proposal: The service desk can be a front-end to the demand component of project portfolio management. Think of it as a Request For Project.
- Suggestion: idea, requirement, request. Something less formal or evolved than a proposal but might lead to one.
- Feedback: praise, reported experience, remarks.
- Complaint: poor experience.
Of course Complaint had to be #13. So have at it folks: what do you think?
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