Separation of incident and call
From time to time, a consultant is in the position of explaining and justifying fundamentals. Recently I was describing how incidents are not the same thing as calls, that every call is not a new incident if the same user has already called about the same incident previously, that it is more effective to record the call history on the same incident. I went to three sources of "best practice" for support - there isn't any.
ITIL V3, ISO20000-1 and ISO20000-2, COBIT 4.1 ... nada.
The nearest I could find was COBIT DS 8.2: "Establish a function and system to allow logging and tracking of calls, incidents, service requests and information needs." with the implication that these are different entities.
Why is that? Is this not a fundamental good, best or generally-accepted practice?