Cherwell will allow us to advertise the services we provide while also allowing you to report issues with those services. This system also provides ways for us to ensure that we are using best practices in our recording, handling, and communication of incidents to provide the best services.
This new system will be up and running before you know it, so we’d like to take this time to discuss some of the new terminology that we will be using.
Incident: An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. An "incident" is what you currently call a "work order."
Service Request: A request from a user for information, advice, for a standard change or for access to an IT Service.
Problem: A cause of one or more incidents. Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available.