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hello and welcome everyone this is alex from value insights again and iamp;#39;m here today with the second video in our small series of five with 10 more mock exam questions preparing you for the etl4 foundation exam in a flashcard format so letamp;#39;s jump right into it what is the difference between an incident and a service request i would say you pause the video and weamp;#39;ll be back in a minute with the correct answer the correct answer for this question is b it says incidents are requests for solutions while service requests are requests for information or other standard services well incidents are things that have been working before but are not working right now so we need to make sure that we put back the operation into you know the usual way of working as soon as possible and that is what incidents are for providing solutions and service requests there are requests for everything else like information when a user calls a service desk and asks how something can be don