Service Requests
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 cha...
What is a ticket
A ticket can be logged by authorized users to: Log an Incident on a productive system; Request for a service; Request for a change in the software (behavior). After you logged a ticket, B-Synergy support will be informed and it will be processed as agreed in the SLA (Service Level Agreement).
What is an SLA (Service Level Agreement)?
An SLA is an agreement, usually in writing, between a supplier and a customer of certain services. In addition to describing the provided services, an SLA also sets out the rights and obligations of both the supplier and the customer with regard to the agreed service level target to be provided. ...