What is the difference between an Incident and a Request for Change?

The distinction between an Incident and a Request for Change is fundamental in IT service management, particularly within the ITIL framework. An Incident refers to an unplanned interruption or reduction in the quality of an IT service. It can arise unexpectedly, disrupting normal operations and requiring immediate attention to restore service functionality. Effectively managing Incidents is essential for maintaining service quality and minimizing downtime.

On the other hand, a Request for Change (RFC) is a formal proposal to alter IT services or infrastructure. RFCs are typically initiated to enhance or upgrade existing services or implement new ones. The change process involves evaluating, approving, and planning the proposed changes, which may include modifications to systems, processes, or documentation.

By understanding that an Incident is characterized by its unplanned nature and immediate need for resolution, while a Request for Change entails a structured approach to proposing alterations to the IT environment, it becomes clear why this answer accurately reflects the definitions within ITIL. This distinction is crucial for effective IT service management, supporting both operational stability and continuous improvement.