What is a ticket? Is it the same as a Service Request?

A formal request by a user for any service they require such as the installation of new software, change of hardware or replacement of a component is called a service request.

The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service.”

The ITIL service requests fulfilment are usually for small changes or additions which have low-risk, low-cost and occur quite frequently. Because of this, it would not be wise to club these requests along with high-risk ones, which is why it has been made into a separate process being handled by a dedicated team. The process of fulfilling the requests made is called as request fulfillment.