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Service Manager allows service and support issues to be routed between teams working in Request Fulfillment, Incident, Problem and Change Management.
In the system Incidents can optionally be associated with Problems and/or Change Requests ( RFCs). Similarly, Problems can be linked with Incidents and/or RFCs. RFCs can also be associated with Incidents or Problems. Service Requests can be associated with Incidents, Problems and Change Requests. Irrespective of how the tasks are associated, the application provides full visibility within the ‘Related’ tab of the process editor screen.
Once an Incident is created, it can be escalated to another ITIL process team, if deemed appropriate. This action can be initiated within the Analysis tab of the Incident.
Following are activities supported within the Incident Analysis tab:
Link Incident: Allows the current Incident to be associated with other similar Incidents. Incidents linked in this way form Incident Groups. Incident Groups are managed via the Incident > Incident Group editor.
New Problem: Non-trivial Incidents can be brought to the attention of a Problem Management Team by selecting the ‘New Problem’ option in the Analysis tab. Using the profile of the Incident, a new Problem is created and assigned to an appropriate Problem Team. A bidirectional link is then established between the Incident to the Problem, allowing bi-directional navigation.
Link Problem: In situations where a new Incident relates to a Problem that has already been identified, selecting the ‘Link Problem’ option in the Analysis tab will link the Incident to an existing Problem.
New Change Request The Service Desk can raise a new request for change (RFC) using the information contained in the Incident. The new RFC will be linked to the Incident to allow the Service Desk to monitor progress.
Link Change Request The Service Desk can link an Incident to an existing RFC in situations where the RFC contains Solutions or Workarounds for the Incident. The ‘Link RFC’ option links the Incident to the RFC.
Once a Problem is recorded in the system, the profile of the Problem can be used to generate a new RFC. The new RFC is linked to the Problem to allow the Service Desk to monitor progress.
Using the Problem Analysis tab, Problem Management staff can create Workarounds or Solutions to Problems. Assigning a Solution or Workaround to a Problem creates a Known Error. Known Errors are managed from the Problem > Known Error screen.
Once a Change Request is created in the system, the RFC can optionally be routed to another ITIL process team if the Service Desk deems it appropriate. The following activities are supported within the Change Analysis tab:
Link Incident: Allows the current RFC to be linked to relevant Incidents. The system will maintain a bi-directional link between the RFC and the Incident(s) to allow the Service Desk to monitor progress.
Link Problem: In situations where a RFC relates to an existing Problem, the ‘Link Problem’ option in the Analysis tab will link the RFC to an existing Problem.
Link Change Request Allows the current RFC to be linked with other similar RFCs. RFCs linked together in this way form Change Groups. Change Groups can be managed via Change > Change Group tab.
Once a Service Request is generated, it can be escalated to another ITIL process team, if deemed appropriate. This action can be initiated within the Analysis tab of the Service Request.
New Incident: Service Requests that require fixes that are to be managed by an incident management team, can use the New Incident option within the Service Request Analysis tab. Using the profile of the Service Request, a new Incident is created with a bi-directional link between the two tasks. Service Desk staff can easily update Customers regarding the progress of their Request, with full visibility into the related Incident.
Link Incident: Allows the current Service Request to be associated with Incidents. Service Requests linked using this option, form Incident Groups. Incident Groups are managed via the Incident > Incident Group editor.
New Problem: Non-trivial Service Requests can be brought to the attention of a Problem Management Team by selecting the ‘New Problem’ option in the Analysis tab. Using the profile of the Service Request, a new Problem is created and assigned to an appropriate Problem Team. A bidirectional link is then established between the Request to the Problem, allowing two-way navigation.
Link Problem: In situations where a new Service Requests relates to a Problem that has already been identified, selecting the ‘Link Problem’ option in the Analysis tab will link the Service Request to an existing Problem.
New Change Request The Service Desk can raise a new request for change (RFC) using the information contained in the Incident. The new RFC will be linked to the Service Request to allow the Service Desk to monitor progress.
Link Change Request The Service Desk can link a Service Request to an existing RFC in situations where the RFC contains Solution or Workarounds for the Service Request. The 'Link Change Request' option links the Service Request to the RFC.