Tapahtumapyynnön

Tapahtumapyynnön, often translated as event request or incident request, is a term used in IT service management and customer support to describe a user's formal notification of an unplanned interruption to an IT service or a reduction in the quality of an IT service. Unlike a service request, which is a request for something new, an event request signals that something is not working as expected and requires attention to restore normal operation.

The primary purpose of an event request is to initiate the incident management process. This process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. When a user encounters a problem, they submit an event request, which is then logged, prioritized, and assigned to the appropriate support team. This ensures that issues are tracked, resolved efficiently, and that the organization can learn from them to prevent future occurrences.

Effective handling of event requests involves clear communication, timely resolution, and accurate documentation. By treating every event request seriously and following a structured process, organizations can maintain high levels of service availability and customer satisfaction. The information captured in an event request, such as the affected service, the nature of the problem, and the impact on the user, is crucial for diagnosing and resolving the issue.