What is the main difference between incidents and service requests?

The distinction between incidents and service requests is foundational in ITIL practice. Incidents refer to unplanned disruptions in service or a decrease in the quality of service. They can arise unexpectedly and require prompt attention to restore normal operations. On the other hand, service requests are formal requests from users for something to be provided, which could include access to a software application, hardware provisioning, or information-related queries. These requests are typically for standard services that are pre-defined and do not involve immediate disruptions to the service.

Therefore, recognizing that incidents disrupt normal service and require urgent resolution, whereas service requests are planned activities to provide additional services or fulfill needs, is crucial for effective IT service management. This understanding helps clarify the roles and priorities within service management processes ensuring that both types of activities are handled efficiently, with the right resources appropriately allocated to each.