Incidents are typically unplanned outages or problems. Examples of incidents include:

• Your monitor is not powering on
• Your email won’t send
• Your computer won’t boot
• Your account is locked out
• A program, such as Avantis, is not working properly

Service requests are typically planned and foreseeable events. Examples of service requests include:

• You need equipment for a new hire (PC, desk phone, monitors)
• You need to move your PC to a new desk
• You need to install the Pro version of Acrobat on your PC
• You need to access to something in Avantis
• You need to add or remove someone from your team’s email