ITIL Practices in 2000 words: Incident management, service desk and service request management

July 2021

ITIL 4® includes 34 management practices, each with a 30 to 40 page practice guide, which are available online. This paper will explore the following practice guides: incident management, service desk, and service request management.

This paper will provide a brief overview of the three practices. A practice is a set of organizational resources designed for performing work or accomplishing an objective.

Read our related paper ITIL Practices in 2000 words: Workforce and talent management, relationship management, knowledge management, and organizational change management.

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