What is incident management? The ITIL body of service management best practice guidance offers a clear purpose statement for incident management: “…to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. ITIL Incident management process consists of a set of best practices to actively handle and resolve incidents. The Incident Management works best when it has best possible inputs from Release and Deployment Management when the actual service or the package was pushed into operations – More accurate the. Once the Incident has been resolved and analyst can quickly move on to the next customer and so on. A service request can a request made for the IT team to fulfill a need from the end user. A change as a result of an ongoing maintenanceA failure of a CI is something else. Octopus can derive automatically an incident priority by selecting the impact and urgency of an incident. Information technology infrastructure library (ITIL) is a series of practices in IT Service Management (ITSM) for aligning operations and services. ITIL change management is part of the service transition stage of the ITSM lifecycle, which is responsible for any incident reports or admin requests at an IT service desk. Ticket Backlogs are ITSM records (Incidents, Problems, Changes, Service Requests, and Catalog Tasks) that the Service Desk has not been able to resolve at first touch and as a result has. Consider critical practices such as: • Service Request Management. A “Service Request” should have a high if not a 100% first call resolution rate because a “Service Request” is a request from an end user for information, for comments or perhaps to fulfill a “Standard Service”. Some customers may prefer text over voice, for example. As part of that discussion I realised that my own list of Request classes had missed one, "Fault". The average resolution time to respond to an incident is often referred to as Mean Time To Resolve (MTTR). Incident vs problem vs change vs service request Probably one of the challenging aspects of embracing ITSM best practices is differentiating key terminologies. ITSM, or IT service management, is how IT teams manage the end-to-end delivery of IT services to customers. Find answers to questions you have when implementing ITIL to improve your IT Service Management. Every event that could potentially impair an IT service in the future is also an Incident (e. effectively handles service-related requests (service request management) provides the communication channels for the above and all other service-related. It is the process of granting authorized users the right to use a service while preventing access to non-authorized users. An incident,. disciple8959 • 4 yr. 2 Incident Management. The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service. " ScopeIncident Management Definition. Service request management, a crucial element of the ITIL framework, aims to highlight critical service request data, create customer expectations, and efficiently handle employee-initiated service requests. A major incident team, or MIT for short, consists of technicians, service-level management heads, and other key stakeholders; sometimes highly skilled external personnel are brought in to tackle a major incident. The purpose and definitions in the ITIL 4 Incident Management practice are pretty much the same as they were in ITIL v3. This stage, known as ITIL service operation, comprises five main processes and four functions that handle day-to-day tasks, user requests, problem. In this guide, you will learn about the basics of incident management, its components, the roles and responsibilities involved, and how incident management works with other components of the service desk. Recently this blog came up with a list of all the different kinds of request of which Incident is one (not in ITIL V3 it isn't, just in my taxonomy. Hi KOS thanks for commenting. The incident can be resolved with a workaround. Each with the key word “Service” in the name or the following list: • Availability Management. Incident and Request Management. You raise an important point: ITIL's categorization of Events (Information, Warning, Exception) suggests to those of us who have worked with messaging consoles in the past that an event is any detected system change of state, and an alert is a filtered message requiring human attention or human or system action. An incident is an unplanned interruption or reduction in quality of an IT service. Request: a need for something, like a new laptop or onboarding an employee. The ITIL definitions of problem vs. An unplanned interruption to a service or reduction in the quality of a service. ”. ITIL V4 provides an updated definition of service as a cooperative effort to co-create value by facilitating the outcomes a customer desires without putting anything at. An introduction to ITIL V3 Foundation Certification and ITIL® Problems workaround as demonstrated in this video. (ITIL also identifies an Incident as “ Failure of a Configuration Item that has not yet affected. Reducing impacts or risks of having malfunctioning or inadequate services and processes. • Service Continuity Management. A Service, a Category, and a Subcategory. So, if you want to go by definitions, it has to be an incident. User experience-related incidents are likely to be detected by a user, who will file a complaint. Service request workflows are typically less complex and are either approved or denied based on the budget, need, or urgency. This process is focused on returning the performance of your organization’s services to normal as quickly as possible. Of course it is, there it is in the ITIL definition of a Service Request: A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. " A change is "the addition, modification, or removal of anything that could have a direct or indirect effect on services. These include: project management. This stage arms the request fulfillment process with the requisite tools. The content within this general overview is based on the best practices of the ITIL® framework[1]. A service request in ITIL framework is a formal request issued by the customer (user) to acquire one of the department's services. Service Requests do not specifically result in the same degradation or failure. ITIL provides the what. Tier 1 service desk. The term ‘service’ is sometimes used as a synonym for core service, IT service or service package. The goal of ITSCM is to reduce the. IT service management is performed by IT service providers through an appropriate mix of people, processes, and information technology. Service requests are a normal procedure as part of service delivery and should not be mistaken as an incident such as a failure to a service such as a server going off-line or an important report failing to execute. Major Incident – An event which significantly. An incident is resolved when the affected service resumes functioning in its usual way. It shows the relationships between all the elements defined by ITIL 4: the service value stream,. So change management is often governed by a CAB, a change advisory board,. Should an incident arise, security metrics such as the number of unclosed vulnerabilities, anti-virus updates, and the application of other relevant security measures are essential to proving. What is an Incident?*****. call/contact centre An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions. It is used to demonstrate compliance and to measure improvements. Change management (ITSM) Change management is an IT service management discipline. This is the first point of contact for the requesters when they want to raise a request or incident ticket. It involves several key components that work together to provide a smooth and user-centric experience. ITIL helps you determine a baseline for your IT services so that you can plan, implement, and measure improvements. Octopus can derive automatically an incident priority by selecting the impact and urgency of an incident. Access management: Access management is the process of granting authorised users access to services. Problem management is a practice focused on preventing incidents or reducing their impact. Associate the incident with a Service Level Agreement (SLA ) Identify the priority based upon the business impact. Definition: The major difference between incident and service request can be understood by their definitions. A request for change is sent from the change management process. call/contact centre An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions. The process contains interfaces. More importantly, since customers appreciate quick resolutions to their problems, it’s a great way to stay focused on the customer experience. ITIL changes the scope of Incident Management to include issues with all services. The ITIL framework standardizes planning, delivery, and maintenance across the IT. Failure of a configuration item that has not yet impacted one or more services is also an incident. ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service. For example, the failure of one disk from a mirror set. Definition: An Incident's priority is usually determined by assessing its impact and urgency: 'Urgency' is a measure how quickly a resolution of the Incident is required. [1] The goal of each individual service request is the same: to provide. Assigned: An incident that has been received in the IT help desk and assigned to a. Problem management is better suited for help desk support teams who can act quickly to provide either a quick fix or a workaround, while Incident management requires a more in-depth analysis of the problem so as to prevent it from causing more incidents in the future. However, ITIL allows for raising an incident (or for that matter, a problem) even before an. After the customer confirmation, an incident. SEV 3. ” The ITIL approach to Change Management, as well as different types of changes, is explained in the article ITIL V3 Change Management – at the heart of Service Management. A service request is often used in some organizations for someone to "request a change" be made, which if the request is accepted, the team that would make the change has to. Objectives. Ideally, in a way that has little to no negative impact on your core business. The current iteration of the ITIL framework, ITIL 4, defines three types of changes: A solid change management process keeps all stakeholders in the loop, and includes standard, normal and emergency changes. “Response time” is defined as the amount of time between when the client first creates an incident report (which includes leaving a phone message, sending an email, or using an online ticketing system) and when the provider actually responds (automated responses don’t count) and lets the client know they’ve currently working on it. Because service requests can come from so many different places, addressing them efficiently requires a well-planned strategy for receiving and acting on them. According to ITIL 4, an incident is an unplanned interruption to a service, or reduction in the quality of a service. Major incident with significant impact. ITIL Classification Definitions. Change Management seeks to minimize the risk associated with Changes, where ITIL defines a Change as "the addition, modification of removal of anything that could have an effect on IT services". IT service continuity management (ITSCM) is a key component of ITIL service delivery. The impact refers to the extent of the effect that the request has on the user, the. Defined in the IT infrastructure library, the IT service catalog is an organized repository of an organization’s active IT servicesend users can request and use efficiently. e. All while ensuring that nothing is lost, ignored, or forgotten about. a telephone call) with the service desk. ITIL definitions: Incident: An unplanned interruption to an IT Service or reduction in the quality of an IT service. call An interaction (e. Incident. Incident Definition. A service request is used to order items (provide me a replacement mouse for my computer (which would not be considered an "incident"), request a service or support, etc. " A problem is "a cause, or potential cause, of one or more incidents. Now my argument is: An "Account lockout" should logged as a. Stage 1: Fortifying request fulfillment support. If it feels rigid, that was a choice made somewhere along the way. We don’t want to create even more havoc and more incidents by trying to fix it than we’ve got already. However, ITIL version 3 taught us that there are, in fact, distinct and important differences between these two types of Service Desk records. The request requires approval from another department before proceeding. Critical – A core business IT service is unavailable, causing a direct financial, brand, or security impact. ITIL now defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service. In simple terms incident vs service request are discussed below: The service request is a request raised by the user or client & he needs to provide some. The average of all incident response times then gives the mean time to respond. ITIL SMS (Service Management System) Manager. One of the best ways to improve your ITIL incident management processes is to provide several options for customers to submit requests for help. Incident Management: (Service Operations) The process responsible for managing the lifecycle of all incidents. UCISA ITIL: SAMPLE INCIDENT TICKET TEMPLATE 1 ITIL – Sample incident ticket template 1. SLAs define specific SLA targets for response and resolution times for incidents and service requests. In a comment, Aale Roos reminded us that ITIL V3 defines an Incident as. The first step in the incident management lifecycle is to identify the incident. But in ITIL 4 this has changed in a subtle (yet very important) way: An unplanned interruption to a service or reduction in the quality of a service. g. Incident - Any event that is not part of the standard operation of a service and that causes an interruption to, or a reduction in, the quality of that service. So there is a cause and effect relationship between an incident and a problem. the ITIL definition. providing a report, replacing a toner cartridge) Request for information (e. Formal service requests are subject to the Information Technology Infrastructure Library 4 (ITIL 4) framework, which sets best practices for the delivery of managed IT services . The framework of best practices has been derived through the following guiding principles: Focus on value and customer experience. This is the stakeholder who usually experiences a disruption in service and raises an incident ticket to initiate the process of incident management. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized. Change and problem management, in contrast, are proactive. In incident management, a service request is a request from a user for information or advice or for a standard change or for. call/contact centre An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions. Examples of Service Request Prioritization: Priority 1: High priority person(s) service request or activity with a strict deadline. The cause of one or more incidents D. To begin this process, a customer or internal employee sends a service request via email or a help portal on the IT team's website. Definition. What often determines the classification of something as an incident is whether or not the service level agreement (SLA) was breached. ITIL Problem Management. An auto-provisioning request where smaller requests are automatically handled. . ” What has gone away in the ITIL 4. Pending status reason definitions. Some key reasons why effective service request management is business-critical include: Maintaining business productivity and efficiency at all times. These dimensions are applicable to the service value system in general and to specific services. There’s no need to “create a ticket. It is usually expressed as the availability ratio, i. It supports traditional service management activities, for example incident management and continual improvement, but can also be aligned to transformative technologies, such as Cloud, Automation, and AI. 2. What is ITIL. Each service request may include one or more of the following: Request for a service delivery action (e. The service request is a request raised by the user or client & he needs to provide some information whereas an incident is a more risky or serious matter compared to the service request. Service Request is another ITIL term, which is used for requests for. ITIL is a rather detailed collection of best practices, while ISO 20000 is an international standard that sets out Service Management requirements for IT organizations. Reducing impacts or risks of having malfunctioning or inadequate services and processes. It is also a focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services). Receive a service request. The IT Infrastructure Library (ITIL) is sometimes referred to as the ITIL foundation or the ITIL framework. Incident management. ITIL Classification Definitions. Incident: Der er et nedbrud på udstyret i et auditorie og undervisning skal til at starte. g. ITIL Classification Definitions. ITIL roles are used to define responsibilities. The Incident Manager is responsible for maintaining the incident management system, producing management information and KPIs, and ensuring that. Service - A definition according to ITIL®: "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. with Incident Management - if a Service Request turns out to be an Incident and. Incident: Der er konstateret mistænkelig trafik/adfærd på en. This makes the Service Desk Manager an ideal candidate for the Incident Manager role as well, in small- and. [ 1] Related contents in this ITIL Wiki, like ITIL process definitions and role descriptions, can be reached via links. with Incident Management - if a Service Request turns out to be an Incident and. Finds answers to ITIL frequently asked questions (ITIL FAQ). ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service. An incident is an event that interrupts or degrades a service. The decision to abandon the term change management reflects the extent of ITIL scope having been expanded with the introduction of ITIL 4. Service Management leader with 20 +years’ experience across travel, media, and financial services. Service Catalogue Management Service catalog management (SCM) is responsible for creating, updating, and maintaining the ITSM service catalog. It supports traditional service management activities, for example incident management and continual improvement, but can also be aligned to transformative technologies, such as Cloud, Automation, and AI. We continually update and add to our Guides. Major Incident – An event which significantly. For example, the failure of one disk from a mirror set. ITIL’s systematic approach to ITSM can help. Incident status. Service. For example, the failure of one disk from a mirror set. An incident has been raised, and the service desk staff has notified the technicians in New Delhi. A deeper dive into IT Service Management (ITSM), a way of ensuring that what Information Technology Services does matches what you need, means using the right terminology. A standard procedure would have already been pre-defined and formalized for a service request and approved by management. It can also be marked by. The contents of each release are managed, tested, and deployed as a single entity. This article will provide an insight into some of the problem management techniques, how problem management. A service request is a request made to the IT team to fulfill a need from the end user. In incident management, an incident is an unplanned interruption to an IT Service or reduction in the quality of an IT Service. ’ It defines a service request as “a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. For example to reset a password, or to provide standard IT Services for a new User. ITIL is a set of best practice processes for delivering IT services to your organization’s customers. A major incident demands a response beyond the routine incident management process. A bug is creating an inconvenience to customers. g. Event management verifies that configuration items (CI) and services are consistently monitored and that any issues are reported and escalated to the appropriate parties. out-of-the-box compliance with the most commonly used ITIL processes. Zylker's proactive problem management team decides to run trend analysis on incidents occurring over the past six months. 1. Request types are the types of requests that can be raised in your service project, such as “Get IT help” or “Request a new account”. Here are just a few ITIL operations KPIs to keep in mind: Incident response time: This is how long it takes between when the incident report comes in and when it is resolved. Service Request: A formal request from an end-user for something to be provided – for. Ideally, the request is chosen from a service request catalog, which is a repository of all IT services offered to end users. Although incidents are a common part of. the proportion of time that the service is actually available for use by the Customers within the agreed service hours. Ensuring every IT service request gets from initiation to resolution with precision and efficiency involves distinct stages, each with its specific focus and objective. 2. This article applies to: IT Service Management Program. Incident overview This document is intended to provide an understanding of the attributes/fields that need to be captured in an incident ticket (a. 4. ITIL service operation definition. 1 Incident and service request management. The Tier 1 service desk usually consists of technicians who have a. Learn what a service request is and how to manage it effectively from the ServiceTonic help desk software user portal. IT Service Management Glossary. A service level agreement (SLA) is a contract between a service provider and a customer, defining the types and standards of services to be offered. 1. your ticket is on Hold - when they are experiencing a 4 hour outage. " -- Source: [ 1]. Impact is generally based on how your quality of. It is described as a Standard Change since the approval and pre-authorization is at the discretion of the organization or the service provider. See moreAn incident can be defined as an unanticipated or unplanned interruption in the delivery of IT service or a significant reduction in the quality of an IT service. Incident: Brugers pc er gået i stykker og bruger kan ikke arbejde (workaround låne-pc så bliver det prio. Technical Incident - something happened that may not be a fault YET. IT teams often rely on ITIL to help demonstrate compliance and evaluate IT service enhancements. Als alles precies werkt zoals het bedoeld is, werkt de betreffende service probleemloos. Availability Management Release – A collection of hardware or software documentation, processes or other components required to implement one or more approved changes to IT services. How Incident Management in ITIL 4 Differs from ITIL v3. If a user attempts to create a knowledge article with the same title as a previous knowledge article, the system will prevent the new article from being. Incident Management is usually the first IT Infrastructure Library (ITIL) process targeted for implementation or improvement among organizations seeking to adopt ITIL best practices. The ITIL priority matrix can be valuable in assigning and directing work in an IT service administration (ITSM) environment. While the service desk staff would normally report problems based on a surge of incidents, a proactive approach to problem management identifies problems by: Analyzing incident trends, leveraging network monitoring systems, and utilizing other diagnostic software. Get Demo. Highly impacted Service Value System(SVS) Activities:. → ITIL Checklist Incident Record; → ITIL processes, ITIL Service Operation > Incident Management; Incident Report. An incident that the service desk does not know how to fix B. Its objective is to diagnose and escalate methods to restore normal operations. The IT Infrastructure Library (ITIL) is a framework of distinguished practices to deliver superior IT services. Percentage of Incidents Resolved by First Level Support Support costs can be dramatically reduced when first line support resolves basic issues. In particular, they are used to assign owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions . ) One of those was a "Complaint". Failure of a configuration item that has not yet impacted service is also an incident, for example failure of one disk from a mirror set. Its purpose is to carry out and coordinate the activities and processes required to manage and deliver services at agreed levels to business users, customers, and stakeholders. Incident – An unplanned interruption to an IT service or a reduction in the quality of an IT service. The ITIL started in the 1980s when the United Kingdom's Central Computer. The new framework includes many of the same components as ITIL V3 while incorporating updated knowledge and concepts that reflect a more value-oriented focus to IT service delivery. This is the ITIL definition. But when something doesn’t, it causes ‘unplanned interruptions’ to the service and creates an incident. You can also use the worksheet IM - Priorities - Standard. The Service Value System of ITIL v4 describes the interaction of all components and activities of IT service management in an organization involved in value creation. Unfortunately, not every service request is. Stage 2: Containment Assembling the major incident team. Request Fulfilment now consists of five sub-processes, to provide a detailed description of all activities and decision points. Here is the difference between an Incident and Service request as per ITIL v3 definitions: Incident: An unexpected interruption to an IT Service or reduction in the quality of an IT service – for example, server is down, fixing a printer, network slowness. In this video I explain what ITIL Incident Management is, and how it can benefit you and your organization. ITIL 4 acknowledges the application of. The process of resolving a user's service request and managing the entire life cycle of a service request is called request. Step 7 : Incident resolution. . Part 1. User experience-related incidents are likely to be detected by a user, who will file a complaint. Service request management is a key component of the ITIL® framework, and it relates to other ITSM processes such as incident, problem, and change management. The words incident and problem are often used. ITIL definitions: Incident: An unplanned interruption to an IT Service or reduction in the quality of an IT service. June 29, 2021. Service request workflows are typically less complex and are either approved or denied based on the budget, need, or urgency. An IT service can only succeed if it is aligned with the business strategy of the organization. This practice guide describes the service desk practice. 3 Best Practices for ITIL SLAs. ITIL specifies that along with the service desk, service requests are managed by the request fulfilment process. However, ITIL allows for raising an incident (or for that matter, a problem) even before an. Ensure Staff and Customers Understand the Definitions. SubmittingThe Incident Manager is responsible for maintaining the incident management system, producing management information and KPIs, and ensuring that all IT Teams follow the incident management process for all incidents. effectively handles service-related requests (service request management) provides the communication channels for the above and all other service-related communications (service desk). The IT service management (ITSM) process incident management is the process, or set of activities, that ensures all IT issues (termed “incidents” by ITIL, the ITSM best practice framework) are logged and progressed effectively and consistently through to resolution. The ITIL incident record template guides you through the data most commonly collected when an IT incident occurs, including SLA breach, IT service impacted, and major incident indicator. In the English dictionary the two words are technically synonyms, however in the IT world the confusion between the two concepts goes beyond mere semantics. When other teams, software tools, or other processes are discussed, it is clearly indicated. The Priority is derived from the Impact and the Urgency, based on the context of an organization. A request for a pre-approved. The current version of ITIL defines an incident as an unplanned interruption to an IT service or a reduction in the quality of an IT service. ITIL Change Request Process. Following are the four main steps involved in ITIL change request process: 1. Steps To Service Request Managing Process. 1. Many find service request management and incident management quite. The Information Technology Infrastructure Library (ITIL) is a set of industry-standard best practices and procedures for IT service management. Most ITSM tools have a priority matrix embedded in their process workflows, so assigning a priority is included in the incident or request logging process. ITIL stands for the IT Infrastructure Library, an internationally accepted IT service delivery framework. Service. It encompasses the end-to-end process of managing service requests, from. They can be scheduled, whereas incidents and problems need immediate resolution. Continual Improvement includes the following ITIL processes: Service Review; Definition of CSI Initiatives; Service Evaluation; Monitoring of CSI Initiatives;. The Change Management process is a sequence of activities that are followed by a change management team to use change management on a project to ensure that it meets the intended. An example. ’ When everything works exactly the way it’s meant to, the service in question operates without a hitch. Incident status. This section provides few examples to help you in defining your priority level. A service request is a request made to the IT team to fulfill a need from the end user. Incident: An unplanned interruption to a service, or reduction in the quality of a service. ”. We will talk about what is an incident, why you should know the difference between an incident and service request. By making them separate and equally important practices. SEV 2. It also involves restoring the services to their normal state without affecting SLAs. ITIL defines the incident as “An unplanned interruption to a service,. In ITIL V3, a Service Request is by definition a not-Incident, a catch-all bucket for anything the Service Desk is asked to deal with that is not a service deviation. It consists of a highly detailed library of ITIL processes that cover functional areas such as service strategy, service design, service transition, service operation and continual service improvement. There are way too many instances of ITIL being misappropriated as “the rules,” rather than guidance, open for interpretation. Access Management is one of the main processes under Service Operation module of ITIL Framework . Service requests are usually handled by a Service Desk, and do not require an RFC. ” In this article,. Typically the "User Service Request" Incident type is for a company who does not own SRM or who wants to manage all tickets from the Incident Mgt module (even if you have SRM deployed there's not a quick and easy way for a Service Desk agent to receive a call from a user, realize it's a request, and create a Work Order from the. Most ITSM tools have a take matrix rooted in their process workflows, so allocate a priority is included includes the incident or. portfolio management. Ideally, the request is chosen from a service request catalog, which is a repository of all IT services offered to end users. Our Guides combine multiple Blogs by theme, with a right-hand navigation menu, so you can easily browse for related information on technical topics, IT strategies, and tech recommendations. If the printer is running out of toner -> unplanned and/or influencing the business process = Incident. It has gained wide popularity in the IT market. The ITIL service lifecycle begins at this stage. What is request fulfillment? Request fulfillment is the process of resolving a customer’s service request and refers to managing the entire lifecycle of all service requests. how to create a document, what the office hours are) Request for provision of a resource or service (e. Unexpected disruptions occur due to incidents like loss or degradation of network connectivity, a scheduled task (like a backup task) not being performed, or a nonresponsive API. Maar als iets dat niet doet, veroorzaakt dit ‘ongeplande onderbrekingen’ in de service en ontstaat er een incident. Part 1. Done well, an ITIL preference mold can decrease. " Why InvGate Service Desk is the best helpdesk and. The levels can go beyond SEV 3. It is the physical (err… digital) vehicle through which your service desk is alerted of an incident and responds to it. Step 8 : Incident closure. Some key reasons why effective service request management is business-critical include: Maintaining business productivity and efficiency at all times. The ITIL 4 Service Catalog emphasizes considering external customer-facing and internal services supporting the organization's operations. KPI - The mean elapsed time for handling each type of. What is the definition of change? Options are : To ensure that accurate and reliable information about the configuration of services is available. Services can include requesting assistance in resetting a password or getting additional memory for a desktop computer.