I have noticed that this SDP feature uses an Incident template and creates PM tasks as Incidents. These are not really Incidents (in the ITIL sense of the word) so I would have thought that it would be more appropriate to create them as Service Requests.

If they are created as Incidents then I will have to filter them out of KPIs and reports which we use to monitor the effectiveness of our Incident Management process. 

Is there a reason why PM works this way? It just seems to deviate somewhat from the true concept of an "Incident". 

Thanks,

Roy