IT Service Transformation – Incident and Service Requests

IT Service Transformation Program

Incident Requests and Service Requests

One of the key changes we’re making now in preparation for CG8 is to separate our tickets into the two types: Incident Requests and Service Requests. Currently, most tickets are classified as incidents.

Incident Requests: Unplanned interruptions or errors, e.g., something’s broken or isn’t working properly, can’t log into an application.

Service Requests: Planned maintenance or changes, e.g., printer needs toner, requesting enhancements to existing applications. 


  • Contact the the IT Help Desk by clicking here or calling 832.667.5600.

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