Incident & Request Handling Process Management

Atılım University's Incident & Request Handling Process is managed by the Directorate of ICT, in accordance with the ITIL© (Information Technology Infrastructure Library) principles, in order to handle all of the incidents, such as failures, faults or reported bugs on the infrastructure, as well as to receive various requests which are submitted by end-users.

 

An Incident is any unplanned interruption to an ICT service or reduction in the quality of an ICT service.

 

Incidents are either automatically detected by the monitoring tools, or reported by the end-users via IT Help Desk trouble tickets.

 

A Service Request is the formal application to Directorate of ICT, to gain access to a service.

 

Servis requests are submitted to the Directorate of ICT by teh end-users, by opening IT Help Desk trouble tickets.