![What are your Priority Levels and Definitions?]({"bg": "//theme.zdassets.com/theme_assets/10192139/2c1c039d83106291fcdb143946858e502cf1fc3a.jpg"})
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- Service Requests are defined as ‘a request from a user for information, advice, a standard pre-approved change, or access to a service.'
- Incident is ‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’
**NOTE** It is the responsibility of the CTS Support Analyst & Engineer to determine an appropriate priority and action based on business impact.
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