Definition. This is the second important step in our two-step incident closure. Introduction to ITIL Processes. Request for Change. This can be done by a phone call with the Service Desk, a reply to an automatic notification from the ticketing application or via a web- based application. IT Service Management Glossary. An incident has been raised, and the service desk staff has notified the technicians in New Delhi. with Incident Management - if a Service Request turns out to be an Incident and. An incident, on the. ITIL definitions: Incident: An unplanned interruption to an IT Service or reduction in the quality of an IT service. 1. In ITIL V3, a Service Request is by definition a not-Incident, a catch-all bucket for anything the Service Desk is asked to deal with that is not a service deviation. What is request fulfillment? Request fulfillment is the process of resolving a customer’s service request and refers to managing the entire lifecycle of all service requests. Change management in ITIL is a process designed to understand the risks involved and minimize them while making changes in the IT infrastructure. In this incident management guide, we will discuss the following: Incident definition; ITIL® incident management life. ITIL Processes and Disciplines. 2. Service Catalog Definition. An incident is defined by ITIL as any break in the standard operation of a service that causes or might cause an interruption or reduction in the quality of that service. Ability of a component or service to perform its required function at a stated instant or over a stated period of time. Each with the key word “Service” in the name or the following list: • Availability Management. The current version of ITIL defines an incident as an unplanned interruption to an IT service or a reduction in the quality of an IT service. Acceptance is usually preceded by Evaluation or Testing and is often required before proceeding to the next stage of a Project or Process. Home ITIL Index The ITIL Disciplines The ITIL Service Desk Search Ad blocker detected: Our website is made possible by displaying online advertisements to our visitors. ITIL 4 acknowledges the application of. An end user requesting for a new change. Zylker's proactive problem management team decides to run trend analysis on incidents occurring over the past six months. Major incidents have a separate. g. The service catalog will contain all the IT services delivered to internal customers, together. This includes all the processes and activities to design, create,. The ITIL incident management workflow aims to reduce downtime and minimize impact on employee productivity from incidents. Incident: Brugers pc er gået i stykker og bruger kan ikke arbejde (workaround låne-pc så bliver det prio. Request fulfillment: Service requests should be acknowledged and resolved as soon as possible. Obviously, the connection between the two is strong; ITIL was created with ITSM in mind. The severity of these issues is what differentiates an incident from a service request. In order to formalize this request, an organization should have a standardized change request form that people can fill out. The ITIL incident management lifecycle. Critical incident with high impact. Service requests are a normal procedure as part of service delivery and should not be mistaken as an incident such as a failure to a service such as a server going off-line or an important report failing to execute. What is incident management? The ITIL body of service management best practice guidance offers a clear purpose statement for incident management: “…to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Service request management is a key component of the ITIL® framework, and it relates to other ITSM processes such as incident, problem, and change management. Octopus can derive automatically an incident priority by selecting the impact and urgency of an incident. Most ITSM tools have a priority matrix embedded in their process workflows, so assigning a priority is included in the incident or request logging process. For example, the failure of one disk from a mirror set. Examples of Service Request Prioritization: Priority 1: High priority person(s) service request or activity with a strict deadline. providing a report, replacing a toner cartridge) Request for information (e. Some key reasons why effective service request management is business-critical include: Maintaining business productivity and efficiency at all times. System Event (Event) : Any change of state that has significance for the management. ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service. In short, the definition of Incident Management is a process of IT Service Management (ITSM). They can be scheduled, whereas incidents and problems need immediate resolution. Using templates designed to manage incidents, you can create a repeatable incident management workflow, which ensures teams log, diagnose, and resolve incidents—and have a record of their activities. capability The ability of an organization, person, process, application,The official definition of service request given by ITIL is “a request from a user for information, advice, a standard change, or access to a service. SEV 3. These SLA targets also define diagnosis and resolution times for problems. Most ITSM tools have a take matrix rooted in their process workflows, so allocate a priority is included includes the incident or. However, ITIL version 3 taught us that there are, in fact, distinct and important differences between these two types of Service Desk records. a telephone call) with the service desk. Once the Incident has been resolved and analyst can quickly move on to the next customer and so on. Ideally, this request is chosen from one service catalog, which is one repository a all IT services offered into end users. When a consumer submits a service request, the IT department gets it in the. Both ITIL and ISO 20000 require the root cause to be found and resolved. The Tier 1 service desk usually consists of technicians who have a. " -- Source: [ 1]. As IT service desk professionals, we want to deliver and. ITIL now defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service. ITIL (Information Technology Infrastructure Library) ITIL is the most widely adopted framework for implementing and documenting ITSM. Business always targets uninterrupted services to accomplish greater proficiency and productivity. Ideally, the request is chosen from a service request catalog, which is a repository of all IT services offered to end users. This is when the service desk first becomes aware of an issue. The procedure involved in change implementation is well-documented. The Service Value System of ITIL v4 describes the interaction of all components and activities of IT service management in an organization involved in value creation. Many find service request management and incident management quite. 3. The process of resolving a user's service request and managing the entire life cycle of a service request is called request. There is a team of Major Incident Owners from across UFIT that rotate duties for evaluating nominated Incidents and managing those situations. Process Description. Alleviating day-to-day workload on IT teams. Incident Management - ITIL® Process; Basic Configuration - Incidents; General. Failure of a configuration item that has not yet impacted one or more services is also an incident. The formal definition for incident in the ITIL framework reads:. Incident Management: (Service Operations) The process responsible for managing the lifecycle of all incidents. The introduction of ITIL 4 has brought about a renewed focus on Service Request Management's role in achieving superior IT service delivery. Incident: Der er et nedbrud på udstyret i et auditorie og undervisning skal til at starte. This is the stakeholder who usually experiences a disruption in service and raises an incident ticket to initiate the process of incident management. ITIL Change Request Process. The cause is the problem and the effect is the incident. SLAs are a collection of promises the service provider makes to the customer. ITIL change management follows a process flow to evaluate, plan, and deploy change requests. Request Management Practice works in tandem with several other ITIL 4 Practices, including: Incident Management: While distinct, Incident Management and Service Request Management often interact. The point of the change management process is to reduce risk. Incident and Request Management. Incident: An unplanned interruption to an IT Service, reduction in the quality of an IT Service, Failure of a configuration that has not yet impacted a service. Though the process might change depending on the company's management and the type of service requests, this practice typically occurs in this order: 1. Incident management is the initial step embraced by most enterprises for achieving a speedy recovery. Abiding by ITIL isn’t easy, but it becomes more manageable when you utilize best practices like: Utilizing the service desk. IT service management (ITSM) refers to designing, operating, controlling, and delivering value in the form of IT services to the customers. Event management verifies that configuration items (CI) and services are consistently monitored and that any issues are reported and escalated to the appropriate parties. Set up multiple request and communication options. Problem; Incident; Wikipedia on ITIL; Glossary. Here is the difference between an Incident and Service request as per ITIL v3 definitions: Incident: An unexpected interruption to an IT Service or reduction in the quality of an IT service – for example, server is down, fixing a printer, network slowness. This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order. In its ITIL glossary, Axelos defines an incident as: “An unplanned interruption to an IT service or reduction in the quality of an IT service. ”Incident Management is an IT service management (ITSM) process that aims to restore normal service operation as fast as possible, minimizing the impact on the. In ITIL terminology, problems and incidents have unique definitions for IT‐related events. A service request is a request made to the IT team to fulfill a need from the end user. ’ When everything works exactly the way it’s meant to, the service in question operates without a hitch. KPIs to Track for ITSM. Errors may originate in any of the four dimensions of service management. An incident is an unplanned interruption or reduction in quality of an IT service. While the service desk staff would normally report problems based on a surge of incidents, a proactive approach to problem management identifies problems by: Analyzing incident trends, leveraging network monitoring systems, and utilizing other diagnostic software. Incident – An unplanned interruption to an IT service or a reduction in the quality of an IT service. ” However, according to ITIL, the correct terminology would be “Houston, we have an incident. Identification of the need for a change. Executive overview Describe the purpose, scope and organisation of the document. [3] The ITIL incident management process ensures that normal service operation is restored as quickly as possible. Service requests are not tickets. Major Incident – An event which significantly. The process of resolving a user's service request and managing the entire life cycle of a service request is called request. A number of examples illustrate this definition. Incident Management Goals, Objectives, CSFs and KPIs. Incident - Any event that is not part of the standard operation of a service and that causes an interruption to, or a reduction in, the quality of that service. Verification. Common statuses include: New: An incident that has been logged but not yet worked on. The process of resolving a user's service request and managing the entire life cycle of a service request is called request. ITIL, or the Information Technology Infrastructure Library, is a set of practices and standards for IT service management (ITSM), which focuses on aligning IT services with the needs and goals of. ITIL is a framework for effectively managing IT services throughout the entire service lifecycle. A “Service Request” should have a high if not a 100% first call resolution rate because a “Service Request” is a request from an end user for information, for comments or perhaps to fulfill a “Standard Service”. Sometimes, this process is also termed as the ITIL Request Management. A major incident demands a response beyond the routine incident management process. This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order. Impact, urgency and priority are defined below. Incident Problem Change; Definition: An incident is "an unplanned interruption to a service or reduction in the quality of a service. ITIL v3 defines an incident as ‘an unplanned interruption to an IT service or reduction in the quality of an IT service. An incident can be defined as an unanticipated or unplanned interruption in the delivery of IT service or a significant reduction in the quality of an IT service. Failure of a service, service degradation, failure of a server etc. Ideally, the request is chosen from a service request catalog, which is a repository of all. Step 8 : Incident closure. The workaround or correction that fixes the incident and restores service to its best quality. Any Service Request or Standard Change that presents a higher risk may require. Stage 2: Containment Assembling the major incident team. Step 6 : SLA managerial and escalation. A service request was raised from the service desk. The focus of Problem Management is to resolve the root cause of errors and. The framework of best practices has been derived through the following guiding principles: Focus on value and customer experience. Problem management process term 1: Problem. Work done on an incident focuses on getting users up and running after disruptions. Select a single method for all improvements that the organization handles. votes. Record A row in the ServiceNow database that represents an incident, request, task, or problem. Service requests are usually handled by a Service Desk, and do not require an. The impact refers to the extent of the effect that the request has on the user, the. So change management is often governed by a CAB, a change advisory board,. To prioritize service requests, you need to consider two factors: the impact and the urgency of the request. For example, a mistake in a third-party contract is as likely to cause an. An IT service can only succeed if it is aligned with the business strategy of the organization. ITIL. The Incident Management process described here follows the specifications of ITIL V3, where Incident Management is a process in the service lifecycle stage of Service Operation. Stages of the ITIL request fulfillment process. Service - A definition according to ITIL®: "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. As part of that discussion I realised that my own list of Request classes had missed one, "Fault". The goal of ITSCM is to reduce the. The contents of each release are managed, tested, and deployed as a single entity. For. The service provider must understand and manage the many risks that are relevant to each service and to each customer. ITIL Service Transition Templates; IT Request for Change Template;. Definition: The major difference between incident and service request can be understood by their definitions. Build the capability to use as many improvement methods as possible. KPI - The mean elapsed time for handling each type of. Request Fulfilment now consists of five sub-processes, to provide a detailed description of all activities and decision points. Failure of a configuration item that has not yet impacted one or more services is also an incident. Incidents can lead to requests, and Incident Management may rely on Service Request Management to resolve user needs. These two definitions are very important to know and are quite frequently asked on the ITIL exam. Learn what a service request is and how to manage it effectively from the ServiceTonic help desk software user portal. Steps To Service Request Managing Process. The Priority is derived from the Impact and the Urgency, based on the context of an organization. Receive a service request. Users or customers of the IT organization can submit requests for goods. Firstly, incident is certainly more familiar issue than problem and easy to understand. It may be tempting to think that a homegrown help desk can meet your needs, but large-scale, repetitive and complex incidents require. The four Managing Professional modules are: Create, Deliver and Support; Drive Stakeholder Value; High-velocity IT and Direct, Plan and Improve. A call could result in an incident or a service request being logged. Recently we discussed how I think ITIL V3 muddies the definition of Incident, and of Incident Management. Tier 1 service desk. If it feels rigid, that was a choice made somewhere along the way. Impact measures the effect of an incident on a business' processes. This makes the Service Desk Manager an ideal candidate for the Incident Manager role as well, in small- and. ITIL® is the most popular ITSM framework in the world. The IT service management (ITSM) process incident management is the process, or set of activities, that ensures all IT issues (termed “incidents” by ITIL, the ITSM best practice framework) are logged and progressed effectively and consistently through to resolution. Incident Management: An incident is an unplanned interruption or reduction in the quality of an IT service. Incident Response Time - The number of minutes/hours/days between the initial incident report and its successful resolution. Pending status reason definitions. Thus, it is not a proactive action. Stuff like a password reset, creating a user account etc. The average resolution time to respond to an incident is often referred to as Mean Time To Resolve (MTTR). The major benefits of incident management. Als alles precies werkt zoals het bedoeld is, werkt de betreffende service probleemloos. a stakeholder or service user will submit a change request. ITIL går ind i organisationsstrukturen og de faglige færdigheder for en IT-organisation ved at præsentere et udførligt. What is the difference between incident and request in ITIL? Service request tickets aren’t as urgent as incidents and problems. ITSM: IT Incidents vs. An IT service desk features a range of tools, as well as integrating with other business processes, such as:Service request management is a key component of the ITIL® framework, and it relates to other ITSM processes such as incident, problem, and change management. Some key reasons why effective service request management is business-critical include: Maintaining business productivity and efficiency at all times. Repair, Resolution, Recovery and Restoration are the 4 R’s mostly used during the Incident Management process. Incident – An unplanned interruption to an IT service or a reduction in the quality of an IT service. An unplanned interruption to an IT service or reduction in the quality of an IT service. 25560. ’ It defines a service request as “a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. The process starts when the end user reports an issue and ends when it gets resolved via quick IT service response or action. If the printer is running out of toner -> unplanned and/or influencing the business process = Incident. call/contact centre An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions. ITIL change management is part of the service transition stage of the ITSM lifecycle, which is responsible for any incident reports or admin requests at an IT service desk. It focuses on planning for incident prevention, prediction, and management with the goal of maintaining service availability and performance at the highest possible levels before, during, and after a disaster-level incident. Definition. While ITSM (or Agile) is a methodology, ITIL (or Scrum) is a framework for implementing that methodology. From submission and routing, to service request. The ITIL incident management workflow aims to reduce downtime and minimize impact on employee productivity from incidents. You can also use the worksheet IM - Priorities - Standard. Service desks often also include multiple ITSM activities. A major incident team, or MIT for short, consists of technicians, service-level management heads, and other key stakeholders; sometimes highly skilled external personnel are brought in to tackle a major incident. Should an incident arise, security metrics such as the number of unclosed vulnerabilities, anti-virus updates, and the application of other relevant security measures are essential to proving. User experience-related incidents are likely to be detected by a user, who will file a complaint. Major Incident – An event which significantly. Closure. ITIL Incident Management: Roles & Responsibilities Explained. Consider critical practices such as: • Service Request Management. This process includes the way incidents are monitored, discovered, and reported, who handles the incident, and through what steps the incident is resolved. Service Request. According to ITIL 4, an incident is an unplanned interruption to a service, or reduction in the quality of a service. The ITIL Practitioner Guidance publication (to which Paul contributed his knowledge and experience, btw) offers up the following definition: “A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks. But when something doesn’t, it causes ‘unplanned. Failure of a configuration item that has not yet impacted one or more services is also an incident. Service Catalog Management: The primary objective of service catalog management is to bring transparency to the costs involved in delivering a service and the ensuing returns. ITIL contains procedures, tasks, processes, and checklists that are not necessarily specific to any specific company or technology, but are still widely applicable to organizational strategies, delivering value and maintaining competency in IT-relevant tasks. Imagine a “frozen” PC. We begin the definition and understanding of the key terms with events, alerts, and incidents. See moreAn incident can be defined as an unanticipated or unplanned interruption in the delivery of IT service or a significant reduction in the quality of an IT service. An incident, by definition, is an occurrence that can disrupt or cause a loss of operations, services, or functions. Problem management deals with why the incident (or multiple similar incidents) occurred. All while ensuring that nothing is lost, ignored, or forgotten about. the proportion of time that the service is actually available for use by the Customers within the agreed service hours. The cause of one or more incidents D. The IT Infrastructure Library (ITIL) is a framework of distinguished practices to deliver superior IT services. K. With the objective of incident management being:Let’s first explore the definition of a change according to ITIL v4 principles. Service Request = IT is providing services in a Service Catalog where you can request different types of services. Services can include requesting assistance in resetting a password or getting additional memory for a desktop computer. The Incident Manager is responsible for maintaining the incident management system, producing management information and KPIs, and ensuring that. They direct your customers to the right place to submit their requests, and allow your agents to more effectively assist your customers by automatically sorting requests into the correct queue and IT service management work. Request for Service. 3 Best Practices for ITIL SLAs. Service Request: A formal request from an end-user for something to be provided – for. In summary, the main differences between ITSM and ITIL are: Scope: ITSM is a broader term that encompasses various methodologies, frameworks, and best practices for managing IT. Why it's a good ITSM KPI metric to track: Low MTTR and reopen rates are key indicators of. Formal service requests are subject to the Information Technology Infrastructure Library 4 (ITIL 4) framework, which sets best practices for the delivery of managed IT services . One of the main goals of ITIL is to ensure that IT services align with business objectives, even as business objectives change. An ITSM service catalog template contains accurate information on all operational services in the IT infrastructure, which will act as a medium for users and customers to know about its. Stages of the ITIL request fulfillment process. These best practices help identify the difference between classifying incidents, problems, and service requests. Access Keys: Skip to. The ITIL framework standardizes planning, delivery, and maintenance across the IT. where he has a Service Request life cycle as a way to request something from the service provider organization that may result. Create separate SLAs for each IT service you need to measure. The incident whose resolution. What is an incident? We define an incident as an event that causes disruption to or a reduction in the quality of a service which requires an emergency response. In my opinion: Incident -> Unplanned event influencing the business. The core processes are Incident Management and Request Fulfilment. 2 Incident Management. Reducing impacts or risks of having malfunctioning or inadequate services and processes. Change requests occur from one of the following sources: An incident that causes a change. “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks . ITIL’s systematic approach to ITSM can help. A purchase that requires approval is needed to move the incident request to the next status. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. a telephone call) with the service desk. The ITIL framework standardizes planning, delivery, and maintenance across the IT. That usually doesn’t include finding a root cause – that’s the job of Problem Management. Source: AXELOS, Incident Management ITIL 4 Practice Guide (2020)This guidance paper will explore: how service ownership relates to product ownership. Recently this blog came up with a list of all the different kinds of request of which Incident is one (not in ITIL V3 it isn't, just in my taxonomy. Incident management is the process responsible for managing the lifecycle of all incidents. Associate the incident with a Service Level Agreement (SLA ) Identify the priority based upon the business impact. Ensuring minimum downtime and business interruption. UCISA ITIL: SAMPLE INCIDENT TICKET TEMPLATE 1 ITIL – Sample incident ticket template 1. Fault - technical failure. Service Request Management refers to the tools and processes that allow people to submit service requests, assign responsibility for requests, and track the status of those requests between the time they are opened and the time they are closed. Why it's a good ITSM KPI metric to track: Low MTTR and reopen rates. the failure of one hard-drive of a set of mirrored drives). According to ITIL 4, the latest version of the ITIL best practices guidelines, an incident “is an unplanned interruption to a service, or reduction in the quality of service. IT Service Requests. Change Management: managing a system change,. The answer is B (A request to provide a laptop). call An interaction (e. That list came from my book Introduction to Real ITSM which is a satirical version. g. Regardless of the language used to describe it, ITIL. It was designed to allow organizations to establish a baseline. (Think: a Wi-Fi connection that has gone down or an Android device that has gone on the blink). This article describes incident management process. + Follow. A call could result in an incident or a service request being logged. Services can include requesting assistance in resetting a password or getting additional memory for a desktop computer. A service is down for a sub-set of customers. Critical – A core business IT service is unavailable, causing a direct financial, brand, or security impact. Step 1: Incident Identification. A Service Request is a request for a move add or change (MAC) to an existing service offered by a service provider. Please consult "Request Fulfilment" section of the ITIL® Glossary. Service desk features. ITIL stands for IT infrastructure library. A standard procedure would have already been pre-defined and formalized for a service request and approved by management. A service request is a request made to the IT team to fulfill a need from the end user. Maar als iets dat niet doet, veroorzaakt dit ‘ongeplande onderbrekingen’ in de service en ontstaat er een incident. If a user attempts to create a knowledge article with the same title as a previous knowledge article, the system will prevent the new article from being. ITIL ist im Prozessmanagement einzuordnen und steht für „Information Technology Infrastructure Library“ – doch was bedeutet das genau?. The term ‘service’ is sometimes used as a synonym for core service, IT service or service package. Information technology infrastructure library (ITIL) is a series of practices in IT Service Management (ITSM) for aligning operations and services. What is the definition of change? Options are : To ensure that accurate and reliable information about the configuration of services is available. It is the duty of access management to verify the identity of the user making the request and the legitimacy of. The process of incident management involves identifying an incident, logging it with all the relevant information, diagnosing. Information technology infrastructure library (ITIL) is a series of practices in IT Service Management (ITSM) for aligning operations and services. • Service Level Management. These may include service desk, incident management, service request management, problem management, service configuration management, relationship management practices, and others. A Standard Service has a Standard Operating Procedure/model that is followed to fulfill the request. An incident is an unplanned interruption or reduction in quality of an IT service. A request is a cust who does not have service, but is requesting service. It is the physical (err… digital) vehicle through which your service desk is alerted of an incident and responds to it. The ITIL Request Fulfillment process is responsible for managing the lifecycle of all service requests received from the users. When other teams, software tools, or other processes are discussed, it is clearly indicated. It supports traditional service management activities, for example incident management and continual improvement, but can also be aligned to transformative technologies, such as Cloud, Automation, and AI. Service Request - a request for a service provided by external party. Service operation is the stage of the ITIL lifecycle that looks at everyday support. Knowledge articles can be created by clicking New within the table view or by service desk personnel converting a resolved incident, service request, problem, or change request into an article. Teams who follow ITIL or ITSM practices may use the term major incident for this instead. It is described as a Standard Change since the approval and pre-authorization is at the discretion of the organization or the service provider. Read more: Top Cyber Security Threats to Organizations. For the uninitiated, SLAs define expectations for both the service provider and the “customer” when engaging in a service. Obtaining a Managing Professional designation gives you the essential skills to run successful IT-enabled products and services. The following are ITIL 2011 CSFs and KPIs for Request Fulfillment: CSF - Requests must be fulfilled in an efficient and timely manner that is aligned to agreed service level targets for each type of request. The Incident Management works best when it has best possible inputs from Release and Deployment Management when the actual service or the package was pushed into operations – More accurate the. • Service Financial Management. ITIL® contains procedures, tasks, processes, and checklists that are not necessarily specific to an organization or technology, but are still applicable toward organizational strategies by. g. " A change is "the addition, modification, or removal of anything that could have a direct or indirect effect on services. A service request is a request made to the IT team to fulfill a need from the end user. An IT service desk features a range of tools, as well as integrating with other business processes, such as:Incident. e. Service Request - Request from a user for support, delivery, information, advice or documentation, not being aAlthough processes 1, 3 and 5 may be carried out by different teams, they still come under the remit of the service desk. Get Started. The current version of ITIL defines an incident as an unplanned interruption to an IT service or a reduction in the quality of an IT service. . So, if you want to go by definitions, it has to be an incident. ”This ITIL Service Operation module is in control of service monitoring, incident resolution, request fulfilment, and operational activities. Service Request: A request from a user or a user’s authorised representative that initiates a service action which has been agreed as a normal part of service delivery. ITIL roles are used to define responsibilities. Failure of a configuration item that has not yet affected service is also an incident — for example, a reduction in disk capacity. Hi KOS thanks for commenting.