Password Resets. Incident or Service Request?

by Freelance Ivanti Neurons Consultant & Developer with 100+ Service Desk / ITSM / ITAM Implementations since 1996, worldwide, posted in Best Practices

Can Password Resets even be logged by a user? Of course!

  1. There are many passwords besides your Single Sign-On (SSO) password.
  2. Self Service can be configured to allow anonymous Incidents and Service Requests.
  3. You could always ask a colleague to log a ticket for you.
  4. You could just pick up the phone and use the Interactive Voice Response (IVR) System, Ivanti Voice to submit a password reset.
  5. You could just pick up the phone and call the Service Desk who then logs the Ticket.

Of course there are those famous hostage and drive-by situations (my favorite Source codes), but I won’t count those. And here you were about to laugh out loud proclaiming you can’t log a ticket without a password. Not mentioning any names. You know who you are. Shout out to my friend in Australia 😉

Now that we have that out of the way….

Incidents (Break/Fix) and Service Requests (New/Change to Service) are often long debated by companies new to ITSM (IT Service Management).Password Reset Requests do not make the differentiation any easier.  Are they a break/fix or service request?

The subject actually goes much deeper as Incidents are viewed negatively.  More incidents, more issues, higher IT instability.  While Service Requests are positively viewed as a demand for IT services.