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Views management

2018-01-25T08:04:51Z

Andreas.munteanu: /* Overview */

=== Overview ===
Views are preconfigured selection of attributes and associated preferences including a ''filter ''to list records for an itmSUITE® managed entity.

The following table show the modules where the View can be created:

{| class="wikitable"
! Module !! Description

|-
| Ticket || is used to define user searching record set or to create a ''[[Glossary|Dashboard]]'' KPI

|-
| Ticket activity || is used to define user searching record set or to create a ''[[Glossary|Dashboard]]'' KPI

|-
| Related Ticket || is used to define the column shown in ''[[Glossary|Ticket]]'' Related Ticket Tab

|-
| Related ticket preview || is used to define the preview shown in ''[[Glossary|Ticket]]'' Related Ticket Tab

|-
| Ticket activity multiple edit || is used to define the ''[[Glossary|Ticket Activity]]'' column shown to the user when the Multiple Edit mode is activated on Ticket activity tab.

|-
| Ticket Custom View ||

|-
| Timesheet || is used to define the ''[[Glossary|Timesheet]]'' column view

|-
| Timesheet Expenses || is used to define the ''[[Glossary|Timesheet]]'' detail expenses column view

|-
| TODO List: Milestone || is used to define the Todo list columns based on '[[Glossary|Project Milestone]]'' information

|-
| TODO List: Project Activity || is used to define the Todo list columns based on ''[[Glossary|Project Activity]]'' information

|-
| TODO List: Ticket Activity || is used to define the Todo list columns based on ''[[Glossary|Ticket Activity]]'' information

|}

Views can be categorized also as:
* ''[[Glossary|Forced views]]''
* ''[[Glossary|Personal views]]''

Forced views is defined by the ''[[Glossary|Administrator]]'' and used by the itmSUITE® to enable users to:
* Open / search / export ticket
* Create a record set for ''[[Glossary|Dashboard]]''

Personal views are created by the ''[[Glossary|Resource]]'' and are visible only by the creator.

=== Forced Views ===
This function is revered to the ''[[Glossary|Administrator]].'' This function is accessible from Menu at link '''General/Company/Forced Views'''

The local steps to create a forced view are:
* Define a forced view general data
* Define the forced view columns
* Define sorting and operation on data
* Define the assignment authorization
* Define a default filter

===== Forced View General Data =====
This step enable the Administrator to define main characteristic of the View. The information are present in the General Tab of session

The table below contains all the view attribute to set.

{| class="wikitable"
! Field !! Description

|-
| Name || Forced View name. This will be the name shown to the user if no language name is configured. This field is mandatory
|-
| English || English language specific Forced View name. This will be the name shown to the user if his profile is configured with the English language. For more information about use of Languages in itmSUITE(r) see [[Language Management]]
|-
| FR, IT || Language specific Forced View name. This will be the name shown to the user if his profile is configured with the selected Language. For more information about use of Languages in itmSUITE(r) see [[Language Management]]
|-
| Module || This field define the scope module of the Forced Views. The choose of Model determine the list of fields that will be available in the Fields Tab. This field is mandatory
|-
| Status || This field define the Forced view status: Available values are: Inactive, Published as View, Published as Link and Published as View and Link. This field is mandatory
|-
| Mode || This field define the available look at field of the view. Available values are: List, Agenda
|-
| Default Mode || This field define the start up look at field of the view.
|-
| Description || View description
|}

===== Forced View columns =====
This step enable the ''[[Glossary|Administrator]]'' to define Forced View columns. The information are present in the ''Fields'' Tab of session

The table below contains the view attribute and the commands:

{| class="wikitable"
! Field !! Description

|-
| "Add New Column" || this Dropdown enable the Adminstrator to select the field to include into the view
|-
| '''''ADD''''' || Command button, activate the column selection
|-
| '''''SORT ORDER''''' || Command button to save the selected column
|}

'''''Note:'''''
# Drug&Drop funciton is enabled to change the fields order
# A special field called ''Custom field'' has to be choosen if a ''workflow'' ''custom field'' has to be added to the ''forced view''.
# A special field called ''Escalation Objective'' has to be choosen if an ''Objective'' has to be added to the ''forced view''.

===== Sorting & Operations =====
This step enable the ''[[Glossary|Administrator]]'' to define the data view sorting. The information are present in the ''Sorting & Operation'' Tab of session

The table below contains the view attribute and the commands:

{| class="wikitable"
! Field !! Description

|-
| "Add New Column" || this Dropdown enable the Adminstrator to select the ordering field
|-
| '''''ADD''''' || Command button, activate the column selection
|-
| '''''SORT ORDER''''' || Command button to save the selected column
|}

Note:
Once the ''Field'' has been added to the view is it possible to set the order version between Descending and Ascending.

===== Assignment =====
This step enable the ''[[Glossary|Administrator]]'' to define who will be authorized to access the view. The settings parameter are present in the ''Assignements'' Tab of session

The table below contains all the view attribute to set.
{| class="wikitable"
! Field !! Description

|-
| ''Authorized Roles'' || this List Box enable to select the Roles whom the view will be granted
|-
| ''Authorized Resources'' || this List Box, is populated after a the ''Role'' selection, enable to select a specific Resource whom the view will be granted
|-
| ''Solution Groups''|| this List Box, enable to select the ''Solution Group'' whom the view will be granted
|}

'''''Note:'''''
Is it not necessary to select each fields. If no field is selected the ''Force View'' will be accessible to all ''[[Glossary|Resources]]''

===== Default Filter =====
This step enable the ''[[Glossary|Administrator]] ''to define the default ''filter'' for the ''Forced View''. The settings parameter are present in the ''Filter'' Tab of session. For futher detail see the [[Filter Management]] section.

=== Personal Data views ===
The logical step to define a Personal views are:
* Configuration enablment
* Personal view creation

===== Configuration enablement =====
The local steps to create a forced view are:
* ''[[Glossary|Administrator]]'' enable the ''[[Glossary|Resoruce]]'' to manage Personal Views setting the properties ''Pers.View Right'' attribute.

* ''[[Glossary|Administrator]]'' or ''[[Glossary|Manager]]'' has to configure the column set per ''[[Glossary|Module]]'' / ''[[Glossary|Role]]'' that will be chosen in views. This function is available at '''''/General/Company/Personal Option Views'''''

===== Personal View Creation =====
Once enabled the Resource can:
# Create hisown ''Personal Views'' at link '''''/Personal/Personal Views'''''
# Access the ''Personal Views''.

The logical steps to create a ''Personal Views'' are exactly the same of the ''Forced View'' but there are only three Tabs to fill:
# General
# Fields
# Sorting & Ordering

''Personal Views'' are delivery under a default location on the ''Resource'' ''Menu'' ''''/Ticket Management'''''

Change Management

2016-05-10T14:43:55Z

Andreas.munteanu:

''[[Glossary|Change Management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|change management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the effective and efficient execution of ''[[Glossary|changes]]''. At the core of the process configuration is the following operational model.
[[File:Change Management Operational Model v1.0.JPG|centre|thumb|800x800px|Change Management operational model]]
The requester, an authorized ''[[Glossary|client]]'', service manager, member of the ''[[Glossary|service desk]]'' or technical team or n related process (such as [[Glossary|''Incident Management'']] or ''[[Glossary|Problem Management]]'') requires to open a ''[[Glossary|Request for Change]]'' (RfC). The service manager takes in charge it and assigns an owner who coordinates all the tasks needed to fulfil the ''[[Glossary|change]]''. The owner requests the ''[[Glossary|change]]'' authorization to the ''[[Glossary|change authority]]'', if needed. As appropriate, technical team members may directly implement and deploy the ''[[Glossary|change]]'' or make it through the ''[[Glossary|Release Management]]'' process and later the ''[[Glossary|Depolyment Change]]''.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|requests for change]]'' on behalf of himself/herself or for a third party
|| This role is mapped on:
* a system ''[[Glossary#R|resource]] ''with ''[[Glossary#U|user]] ''of ''[[Glossary|user type]] ''"Requester". The login identifier of this ''[[Glossary|user]] ''is "FinalUser";
* service manager (see after);
* service desk members (system ''[[Glossary|resources]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource"; the login identifier of this ''[[Glossary|user]] ''is "SDSpecialist";
* technical team members (see after).

|-
| Change owner ||
* Requires ''[[Glossary|change]]'' approval to the change authority after its assessment is completed
* Assign tasks to be performed to complete the ''[[Glossary|change]]''
* Watches over and monitors the ''[[Glossary|change]] ''along all its life cycle ensuring target service levels are achieved
* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Checks the implementation and sets the ''[[Glossary|change]] ''to to completed
* Closes the ''[[Glossary|change]] ''after completing the final checks
|| Role assigned by the service manager to himself/herself or to a technical team member.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|change]] ''(e.g. conducting the assessment or designing/implementing it)

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification about the assignment of the ''[[Glossary|change]] ''to his/her team in order to implement it
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his/her team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! ''[[Glossary|Group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Takes in charge and assigns the change owner
* Monitors how the ''[[Get started with itmSUITE®|changes]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Change Management#Services|Services]] section in this page for further information.

|-
| Change authority ||
* Approves the ''[[Glossary|change]]'' implementation
* Approves the ''[[Glossary|change]]'' deployment
|| This role is mapped based on the required authorization and ''[[Glossary|change]]'' classification.

For ''[[Glossary|change]]'' implementation authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Service manager

|-
|"Normal" || "Significant" || CAB

|-
|"Standard" || || Change owner

|}
The CAB is mapped on a ''[[Glossary|group]]'': "CAB".

For ''[[Glossary|change]]'' deployment authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Change owner

|-
|"Normal" || "Significant" || Service manager

|-
|"Standard" || || Change owner

|}

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|changes]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|change management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Personal Computers" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Peripherals" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Telephony" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Network" || "Networking Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Technical Services" || "Server Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|}

A ''[[Glossary|change]]'' may also be automatically opened during the execution of other processes by the ''[[Glossary|resources]]'' dealing with them.

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (2 of 3).]]
[[File:Change management Operational Model 3 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when a ''[[Glossary|change]]'' is created.

|-
| "Opened" || The ''[[Glossary|change]]'' has been recorded.

|-
| "Requested" || The ''[[Glossary|change]]'' is confirmed and has been requested (it is a ''[[Glossary|request for change]]'').

|-
| "In Analysis" || The ''[[Glossary|change]]'' assessment and planning is ongoing.

|-
| "Implementation Approval Requested" || The ''[[Glossary|change]]'' approval request for implementation is submitted to the change authority.

|-
| "Approved" || The ''[[Glossary|change]]'' is approved for implementation.

|-
| "Not Approved" || The ''[[Glossary|change]]'' is not approved for implementation.

|-
| "In Progress" || The ''[[Glossary|change]]'' implementation is ongoing.

|-
| "Ready for Test" || The ''[[Glossary|change]]'' is ready for testing.

|-
| "In Test" || The ''[[Glossary|change]]'' testing is ongoing.

|-
| "Deployment Approval Requested" || The ''[[Glossary|change]]'' approval request for deployment is submitted to the change authority.

|-
| "Deployment Approved" || The ''[[Glossary|change]]'' is approved for deployment.

|-
| "Completed" || The ''[[Glossary|change]]'' is completed.

|-
| "Change Review" || The ''[[Glossary|change]]'' review is ongoing.

|-
| "Cancelled" || The ''[[Glossary|change]] ''is not confirmed and, therefore, cancelled.

|-
| "Suspended" || The ''[[Glossary|change]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.

|-
| "Aborted" || The ''[[Glossary|change]]'' execution is aborted.

|-
| "Closed" || The ''[[Glossary|change]] ''closure has been confirmed.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "Requested" || Requester, service manager. ||

|-
| "Opened" || "Cancelled" || Requester, service manager. ||

|-
| "Requested" || "Opened" || Requester, service manager.. ||

|-
| "Requested" || "Cancelled" || Requester, service manager, chabge owner. ||

|-
| "Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Aborted" || Service manager, change owner. ||

|-
| "In Analysis" || "Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Approval Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Cancelled" || Service manager, change owner. ||

|-
| "Approval Requested" || "Approved" || Change authority. ||Depending on ''[[Glossary|change]]'' classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "Not Approved" || Change authority. ||Depending on ''[[Glossary|change]] ''classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Not Approved" || "Cancelled" || Service manager, change owner. ||

|-
| "Approved" || "In Progress" || Service manager, change owner, technical team member. ||

|-
| "Approved" || "Suspended" || Service manager, change owner. ||

|-
| "Approved" || "Aborted" || Service manager, change owner. ||

|-
| "Suspended" || "In Progress" || Service manager, change owner. ||

|-
| "In progress" || "Suspended" || Service manager, change owner. ||

|-
| "In progress" || "Aborted" || Service manager, change owner. ||

|-
| "In progress" || "Ready for Test" || Service manager, change owner, technical team member ||

|-
| "In progress" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "In progress" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In progress" || "Completed" || Service manager, change owner. ||Only for ''[[Glossary|changes]]'' with Change Type "Standard" or with Change Type "Normal" and Change Category "Minor".

|-
| "Ready for Test" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "Ready for Test" || "Suspended" || Service manager, change owner. ||

|-
| "Ready for Test" || "Aborted" || Service manager, change owner. ||

|-
| "In Test" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In Test" || "Suspended" || Service manager, change owner. ||

|-
| "In Test" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Deployment Approved" || Change authority. ||

|-
| "Deployment Approval Requested" || "Suspended" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Completed" || Service manager, change owner. ||

|-
| "Completed" || "Change Review" || Service manager, change owner. ||

|-
| "Completed" || "Closed" || Service manager, change owner. ||Not allowed for ''[[Glossary|changes]]'' with Change Type "Emergency" and Change Type "Normal" and Change Category "Significant"

|-
| "Change review" || "Closed" || Service manager, change owner. ||

|-
| "Not Approved" || "In Analysis" || Service manager, change owner. ||

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|change management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the ''[[Glossary|change]]'' and, in particular, the sub tab ''Tickets'' of it allows to view all the existing relationships between the ''[[Glossary|change]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Incident management ====
It is possible to create a ''[[Glossary|change]]'' from the ''[[Incident Management#Problem management|incident management]]'' process or to relate an existing ''[[Glossary|change]]'' to an ''[[Glossary|incident]]'' and vice versa.The ''[[Glossary|change]]'' usually implements the resolution of an ''[[Glossary|incident]]''.

==== Problem management ====
It is possible to create a ''[[Glossary|change]] ''from the ''[[Incident Management#Problem management|problem management]] ''process or to relate an existing ''[[Glossary|change]] ''to a ''[[Glossary|problem]] ''and vice versa.The ''[[Glossary|change]] ''usually implements the resolution of a ''[[Glossary|problem]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|change]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include one or more ''[[Glossary|changes]].'' The relationship between a ''[[Glossary|release]]'' and and [[Glossary|change]] can be created from the ''[[Glossary|change]]'' but is is more frequently created working from the ''[[Glossary|release]]''. In any case, the relation from the ''[[Glossary|change]]'' can be created from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|change]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! ''[[Glossary|Change]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|change]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|change]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || To show the ''[[Glossary|SRCS]]''[[Glossary| ''request'']] invoked
||

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|change]]''. ||Always visible.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has requested the ''[[Glossary|change]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|change]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|change]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|change]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|change]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|change]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Chage Area Change Objective Change Type Change Category
|| To set the ''[[Glossary|change]]'' key classification information.This is used for statistic reasons but the Change Category may also be configured to drive the ''[[Glossary|change]]'' authorization. ||Change Area, Change Objective and Change Type are independent fields. Change Category is available only if Change Type is set to "Normal": In such a case, its value is influenced by the ''[[Glossary|change]]'' assessment fields (see below). The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Change Scope
|| To set the ''[[Glossary|change]]'' scope.This is typically used for statistic reasons. ||The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Service impact Capacity impact Security impact Cost estimation Performance impact
|| These fields are the ''[[Glossary|change]]'' assessment elements. The values given will influence the Change Category value. ||The classification information initially provided (number and content of fields) as well as the rules to influence the Change Category can be changed.

|-
| ''Prioritisation & Planning'' || Required Solution Date || To provide the date of ''[[Glossary|change]]'' implementation required by the Requester. ||

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|change]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To provide the date of ''[[Glossary|change]] ''implementation forecasted. ||

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To set the forecasted resolution date and time for the ''[[Glossary|change]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising team. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis".

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|change]]'' is assigned for analysis and/or implementation. ||This is set by the service manager and mandatory from the Ticket Op Status "Approval Requested".

|-
| ''Ownership and Groups'' || Owner || To define who is the ''[[Glossary|change]]'' owner who should monitor the lifecycle of the ''[[Glossary|change]]''. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis". He/she can be changed by the service manager and the Owner him/herseilf.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Analysis || To provide a detailed analysis of the assessment of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Solution || To describe the required implementation for the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide helpful comments. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|}

Fields can be mandatory to save the ''[[Glossary|change]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Change owner !! Technical team !! Service manager !! Change authority

|-
| Changes completed || ''[[Glossary|Changes]]'' in statuses "Completed", "In Review". || X || || || ||

|-
| Changes requested || ''[[Glossary|Changes]]'' in status "Requested". || ||
|| ||X ||

|-
| Changes owned || ''[[Glossary|Changes]] ''in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Owner is the logged ''[[Glossary|resource]].'' || || X || || ||

|-
| Changes routed to my team || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || || || X || ||

|-
| Changes assigned to me || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || ||
|| X || ||

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended". || || X
|| ||X ||

|-
| Changes to review || ''[[Glossary|Changes]]'' in status "Completed" where Change Type is "Emergency" or where Change Type is "Normal" and Change Category" Significant". || || X
|| ||X ||

|-
| Changes to authorize for implementation || ''[[Glossary|Changes]]'' in status "Implementation Approval Requested". || || || || ||X

|-
| Changes to authorize for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approval Requested". || ||
|| || ||X

|-
| Changes evaluated by Change Authority || ''[[Glossary|Changes]]'' in status "Approved" or "Not Approved". || || X
|| || X
||

|-
| Changes approved for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approved". || || X
|| || X
||

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Change''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Changes active || ''[[Glossary|Changes]] ''in all the statuses but "Cancelled", "Aborted", "Suspended", "Closed"

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended

|-
| Changes closed || ''[[Glossary|Changes]]'' in status "Closed"

|-
| Changes cancelled || ''[[Glossary|Changes]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|change]] ''is requested || Service manager || Alert that there is a ''[[Glossary|change]]'' to manage.

|-
|A ''[[Glossary|change]] ''is assigned a owner || Change owner || Alert that the ''[[Glossary|change]]'' was assigned to him/her.

|-
|A ''[[Glossary|solution group]] ''is assigned or changed for the ''[[Glossary|change]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there are resource(s) to allocate to manage the ''[[Glossary|change]]''.

|-
|A ''[[Glossary|change]] ''review shall be executed (the ''[[Glossary|change]]'' is in ''[[Glossary|workflow status]]'' "Change Review") || Change owner, service manager || Alert that a ''[[Glossary|change]]'' review is to be done.

|-
|A ''[[Glossary|change]] ''is completed || The ''[[Glossary|change]] ''creator, the requester || Alert that the ''[[Glossary|change]] ''is implemented.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|A ''[[Glossary|change]] ''is suspended || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]] ''is suspended.

|-
|An ''[[Glossary|change ]]''is closed || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been closed.

|-
|A ''[[Glossary|change]] ''is cancelled || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been cancelled.

|-
|A ''[[Glossary|change]] ''implementation approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' implementation request has to be examined.

|-
|A ''[[Glossary|change]] ''implementation approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' implementation request.

|-
|A ''[[Glossary|change]] ''deployment approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' deployment request has to be examined.

|-
|A ''[[Glossary|change]] ''deployment approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' deployment request.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|change management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Change/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Change per category - trend || An histogram showing the ''[[Glossary|change]]'' volumes per category monthly trend. || Service managers and technical team members.

|-
|Change per category - volume || A pie containing the split of ''[[Glossary|changes]]'' per category. || Service managers and technical team members.

|-
|Change per service - trend || An histogram showing the ''[[Glossary|change]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service managers and technical team members.

|-
|Change per service - volume || A pie containing the split of ''[[Glossary|changes]] ''per ''[[Glossary|service]]''. || Service managers and technical team members.

|-
|Change per service/category - volume || An histogram showing the ''[[Glossary|changes]]'' volume per ''[[Glossary|service]]'' and category. || Service managers and technical team members.

|-
|Change - analysis time || A pie showing the percentage of ''[[Glossary|changes]] ''respecting the target defined for the "Analysis time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "In Analysis" ''[[Glossary|workflow status]]''. || Service managers and technical team members.

|}
<nowiki>*</nowiki> "Analysis time" is defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|changes]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|change management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|change]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create and request a new ''[[Glossary|change]] ''as a final user ===
# Login as "finaluser" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Change" as ''[[Glossary|self service request]] ''(this determines the creation of a new ''[[Glossary|change]]'')
# Fill the ''[[Glossary|change]]'' form, at least with mandatory fields, and save with the '''SAVE''' command (the ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "Opened")
# Set the ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" with the '''SAVE & NEXT''' command
You have now saved the ''[[Glossary|change]]'', take note of the ''[[Glossary|ticket]]'' number for further reference and use.

=== Assign a ''[[Glossary|change]]'' for analysis as a service manager ===
#Login as "servicemanager"
# Open the the desired ''[[Glossary|change]]''; you can do it quickly either by
#* Access the "Changes Requested" ''[[Glossary|view]]'' in the ''Tickets'' area of the home page and pick a ''[[Glossary|change]] ''
#* Access the '''''Change/Changes active '''''menu and pick a ''[[Glossary|chanve]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
#* Insert the reference number of a ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Assign the key roles
#* Fill the ''[[Glossary|change]] ''form with Owner, Solution Group and, may be, Master Solution Group, Ticket Worker,
#* Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
The ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "In Analysis".[[Incident Management|<nowiki/>]]<nowiki/>

Request Fulfilment

2016-05-10T10:54:24Z

Andreas.munteanu: Corrections WF incident references

''[[Glossary|Request Fulfilment]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|request fulfilment]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the fulfilment of ''[[Glossary|service requests]]''. At the core of the process configuration is the following operational model.

[[File:Request Fulfilment Operational Model v1.0.JPG|centre|thumb|500x500px|Request Fulfilment operational model]]

The requester requires to open a ''[[Glossary|service request]]'' by contacting the ''[[Glossary|service desk]]''. One of the members of the [[Glossary|''service desk'']] takes the request in charge, becoming the owner of it, and starts to manage it. The owner may find able to fulfil the request and, therefore, may execute it and close it. Alternatively, the owner may not be able to fulfil it and may need to involve technical staff. In such a case, he/she will route to the technical staff the ''[[Glossary|service request]]'', still remaining accountable for it. In other words, the [[Glossary|service desk]] always acts as a single point of contact (SPOC) for the requester.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|service requests]]'' on behalf of himself/herself or for a third party

* Monitors the resolution of the ''[[Glossary|service requests]] ''
* Confirms that the ''[[Glossary|service request]]'' is closed
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]]'' "Requester". The login identifier of this ''[[Glossary|user]]'' is "FinalUser".

|-
| Service desk member ||
* Also known as First Line Support, it is the Single Point of Contact (SPOC) for the requester
* This group receives the notifications of all the ''[[glossary|service requests]]'' opened

* One of the members decides to deal with the ''[[glossary|service request]]'' and takes the request owner role

|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource". The login identifier of this ''[[Glossary|user]] ''is "SDSpecialist". The ''[[glossary|resource]]'' is also member of the "Service Desk" ''[[glossary|solution group]] ''which is set as ''[[Glossary|master solution group]]''.

|-
| Service desk manager ||
* Overviews and coordinates the [[Glossary|service desk]]
|| The role is assigned to the service desk member, ''[[Glossary|user]] ''"SDSpecialist", who is also member of the "Service Desk"''[[Glossary|solution group]] ''and is set as ''[[Glossary|solution group manager]]'' for it.

|-
| Request owner ||
* Role taken on by someone who is part of the ''[[glossary|service desk]]'' team
* Verifies if he/she can deal with the ''[[Glossary|service request]]''

* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Watches over and monitors the ''[[Glossary|service request]] ''along all its life cycle ensuring target service levels are achieved
* Checks the fulfilment and sets the ''[[Glossary|service request]] ''to resolved
* If needed, closes the ''[[Glossary|service request]]''
|| The role is set to the service desk member who takes in charge the iervice requncident.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|service request]] ''

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification on the assignment of the ''[[Glossary|service request]] ''to his/her team
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! ''[[Glossary|Solution group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Monitors how the ''[[Get started with itmSUITE®|service requests]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|service requests]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|request fulfilment]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Personal Computers" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Peripherals" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Telephony" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Network" || "Networking Management" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Technical Services" || "Server Management" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service manager.

|}

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|request fulfilment]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.

[[File:Incident Management Workflow v1.0.JPG|centre|thumb|800x800px|Request Fulfilment process.]]

The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when an ''[[Glossary|service request]]'' is created.

|-
| "Opened" || The ''[[Glossary|service request]]'' has been recorded and activities to fulfil it started.

|-
| "In Charge" || The ''[[Glossary|service desk]]'' has taken the [[Glossary|service request]] in charge and started to work on it directly or by routing to other teams.

|-
| "Resolved" || A ''[[Glossary|service request]]'' has been fulfilled.

|-
| "Suspended" || The activities to fulfil the ''[[Glossary|service request]]'' are suspended.

|-
| "Cancelled" || The ''[[Glossary|service request]]'' has been rejected or has not been confirmed.

|-
| "Closed" || The ''[[Glossary|service request]] ''closure has been confirmed. No other changes are possible.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters, service desk members, technical team members, service managers. ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "In Charge" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Opened" || "Cancelled" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Resolved" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Suspended" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Cancelled" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Resolved" || "Closed" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Resolved" || "In Charge" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Suspended" || "In Charge" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|request fulfilment]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the request and, in particular, the sub tab ''Tickets'' of it allows to view all the existing between the ''[[Glossary|service request]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Change management ====
It is possible to create a new ''[[Glossary|change]]'', managed via the ''[[Glossary|change management]]'' process. The '''GENERATE CHANGE''' command allows to instantiate a new ''[[Glossary|change]]'' by copying some ''[[Glossary|service request]]'' information and by creating a relationship between the ''[[Glossary|service request]]'' and the generated ''[[Glossary|change]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|service request]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include the solution of one or more ''[[Glossary|service requests]].'' The relationship between a ''[[Glossary|release]]'' and a [[Glossary|service request]] is more frequently created working on the ''[[Glossary|release]]''. In any case, this can be also done from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|service requests]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! ''[[Glossary|Service requests]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|service request]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|service request]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|service request]]''. ||Always visible, can be managed according to ''[[Glossary|workflow status]]'' and organizational roles.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has experienced the ''[[Glossary|service request]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|service request]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|service request]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|service request]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|service request]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|service request]]'' is related. ||This is automatically set at open time.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Ticket Area Ticket Category Ticket Topic
|| To set the ''[[Glossary|service request]]'' key classification information..This is used for statistic reasons but also to drive the best possible routing of the ''[[Glossary|service request]]'' to the suitable technical team in order to analyze and/or solve it. ||The classification information is managed through these three related fields.''.''The selection of a value of the Ticket Area will influence the values of the Ticket Category which finally is influencing the values of Ticket Topic.The values defined influence the Solution Group field. The available values and the corresponding driven team configuration can be changed.

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|service request]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Priority || To assign the priority to the ''[[Glossary|service request]]''. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Forecast Solution Date || To define the expected fulfilment date and time for the ''[[Glossary|service request]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising and first line support team. ||The "Service Desk" is automatically set as ''[[Glossary|master solution group]] ''at open time'' ''and cannot be changed.

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|service request]]'' is assigned for analysis and/or fulfilment. ||The team may change during the'' [[Glossary|service request]]'' life cycle.

|-
| ''Ownership and Groups'' || Owner || To define who is the request owner who should monitor the life cycle of the ''[[Glossary|service request]]''. ||The request owner is automatically set to the ''[[Glossary|resource]]'' who takes in charge the ''[[Glossary|service request]]''. He/she can be changed by the service desk members to another member of the service desk.

|-
| ''Ownership and Groups'' || Ticket Worker || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or fulfil the ''[[Glossary|service request]]''. ||If the analysis is performed by the request owner, the Ticket Worker is normally not set. He/she is a member of the team defined in the Solution Group field. However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the ''Ticket Activities'' tab.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|service request]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Fulfilment || To provide any information about the what and how for the fulfilment of the ''[[Glossary|service request]]''. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide comments helpful for the fulfilment of the ''[[Glossary|service requet]]'' or for future memory (es. continual improvement).. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments for Requester || To provide comments to the requester of the ''[[Glossary|service request]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

This field is not the only way to interact with the requester. To this aim messages, manage via the ''Messages'' tab, can be very useful

|}

Fields can be mandatory to save the ''[[Glossary|service request]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Service desk !! Technical team

|-
| Requests fulfilled || ''[[Glossary|Service requests]]'' in status "Resolved". || X || ||

|-
| Requests opened || ''[[Glossary|Service requests]]'' in status "Opened". || || X
||

|-
| Requests owned || ''[[Glossary|Service requests]] ''in status "Opened", "In Charge" and "Resolved" where Owner is the logged ''[[Glossary|resource]].'' || || X
||

|-
| Requests routed to my team || ''[[Glossary|Service requests]]'' in status "In Charge" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || || X
|| X

|-
| Requests assigned to me || ''[[Glossary|Service requests]]'' in status "In Charge" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || || X
|| X

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Service Request''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Requests active || ''[[Glossary|Service requests]]'' in status "Opened", "In Charge", "Resolved"

|-
| Requests suspended || ''[[Glossary|Service requests]]'' in status "Suspended

|-
| Requests closed || ''[[Glossary|Service requests]]'' in status "Closed"

|-
| Requests cancelled || ''[[Glossary|Service requests]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|service request]] ''is opened || ''[[Glossary|Solution group ]]''members'' ''of "Service Desk" || Alert that there is a ''[[Glossary|service request]]'' to manage.

|-
|A ''[[Glossary|service request]] ''is taken in charge || The ''[[Glossary|service request]]'' creator || Alert that someone has started to work on the ''[[Glossary|service request]]''.

|-
|A ''[[Glossary|service request]] ''is resolved || The ''[[Glossary|service request]] ''creator || Alert that the ''[[Glossary|service request]] ''is resolved.

|-
|A ''[[Glossary|solution group]]'' is assigned or changed for the ''[[Glossary|service request]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there is a resource to allocate to manage the ''[[Glossary|service request]]''.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|A ''[[Glossary|service requestt]] ''is suspended || The ''[[Glossary|service request]] ''creator || Alert that the ''[[Glossary|service request]] ''is suspended.

|-
|A ''[[Glossary|service request]] ''is closed || ''[[Glossary|Solution group]] ''members of "Service Desk" || Alert that the ''[[Glossary|service request]]'' has been closed.

|-
|A ''[[Glossary|service request]] ''is cancelled || The ''[[Glossary|service request]] ''creator || Alert that the ''[[Glossary|service request]]'' has been cancelled.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|request fulfilment]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Service Request/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Servicve Requests per priority - trend || An histogram showing the ''[[Glossary|service request]]'' volumes per priority monthly trend. || Service desk and technical team members.

|-
|Service Requests per priority - volume || A pie containing the split of ''[[Glossary|service requests]]'' per priority. || Service desk and technical team members.

|-
|Service Requests per service - trend || An histogram showing the ''[[Glossary|service request]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service desk and technical team members.

|-
|Service Requests per service - volume || A pie containing the split of ''[[Glossary|service requests]] ''per ''[[Glossary|service]]''. || Service desk and technical team members.

|-
|Service Requests per service/priority - volume || An histogram showing the ''[[Glossary|service requests]]'' volume per ''[[Glossary|service]]'' and priority. || Service desk and technical team members.

|-
|Service Requests - in charge time || A pie showing the percentage of ''[[Glossary|service requests]] ''respecting the target defined for the take "In charge time"* ''[[Glossary|objective]]'' (the time elapsed from the "Opened" to the "In Charge" ''[[Glossary|workflow status]]''. || Service desk and technical team members.

|-
|Service Requests per priority - resolution time || An histogram showing, per priority, the percentage of ''[[Glossary|service requests]]'' respecting the target defined for the "Resolution time"* ''[[Glossary|objective]]'' (the time elapsed from the "In Charge" to the "Resolved" ''[[Glossary|workflow status]]''. || Service desk and technical team members.

|}
<nowiki>*</nowiki> "In charge time" and "Resolution time" [[Glossary|objectives]] are defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|service requests]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|request fulfilment]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|service request]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including Request Fulfilment, please refer to the [[workflow execution guide]].

=== Create a new ''[[Glossary|service request]] ''as a final user ===
# Login as "finaluser" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Service Request" as ''self service request ''(this determines the creation of a new ''[[Glossary|service request]]'')
#Fill the ''[[Glossary|service request]]'' form, at least with mandatory form and save with the '''SAVE''' command
You have now saved the ''[[Glossary|service request]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.

=== Take in charge a ''[[Glossary|service request]]'' as service desk member ===
#Login as "sdspecialist" (therefore a service desk member)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]]'' in the ''Tickets'' window of the home page and pick a ''[[Glossary|service request]]'' among those listed in ''[[Glossary|workflow status]]'' "Opened"
#* Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''in'' [[Glossary|workflow status]] ''"Opened"'' ''among those listed
#* Insert the reference number of a ''[[Glossary|service request]]'' in ''[[Glossary|workflow status]]'' "Opened" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Take in charge the ''[[Glossary|service request]]'' by
#* Pressing the '''SAVE & NEXT''' command
#* Choose the "1. Take In Charge" ''[[Glossary|workflow transition]] ''
#* Fill the ''[[Glossary|service request]]'' form and save with the '''SAVE''' command
The ''service request'' is now in ''[[Glossary|workflow status]]'' "In Charge".

=== Resolve a [[Glossary|service request]] as service desk member ===
# Login as "sdspecialist" (therefore a service desk member)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]] ''"In Charge" among those listed
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]]''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update ''[[Glossary|service request]] ''information (at least fill mandatory fields for resolution, Analysis and Solution)
# Set the service request in "Resolved" ''[[Glossary|workflow status]]''
#* Press the '''SAVE & NEXT '''command
#* Choose the "1. Resolve" ''[[Glossary|workflow transition]]'' and press the '''APPLY & SAVE''' command
The ''service request'' is now in ''[[Glossary|workflow status]]''"Resolved".

=== Route a ''[[Glossary|service request]]'' to a technical team ===
# Login as "sdspecialist" (therefore as a service desk member)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]]''"In Charge"
#* Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]] ''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update Solution Group'' ''field with the technical team you want to assign
# Save with the '''SAVE''' command
At step 3, you might also want to set a specific member among those of the select technical team by defining the Ticket Worker.

=== Take in charge a ''[[Glossary|service request]]'' as a technical team member ===
# Login as a technical team member (for available logins, refer to the [[Incident Management|Role]] section of this page)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Access the '''''Service Request/Requests active '''''menu and pick an ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]] ''"In charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Press '''SET ME AS TICKET WORKER''' command
# Press '''SAVE''' command

=== Close a ''[[Glossary|service request]]'' as a final user ===
# Login as "finaluser"
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the "Requests resolved" ''[[Glossary|view]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]]''"Resolved" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Close the ''[[Glossary|service request]] ''by
#* Pressing the '''SAVE & NEXT '''command
#* Choose the "1. Close" ''[[Glossary|workflow transition]]''
The ''service request'' is now in ''[[Glossary|workflow status]] ''"Closed".

Known Error Management

2016-05-09T14:03:09Z

Andreas.munteanu: /* Services */

The ''[[Glossary|known error management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|known error management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the management of [[Glossary|known errors]] which provides a ''workaround'' to solve one or more ''[[Glossary|incidents]]''. At the core of the process configuration is the following operational model.

[[File:Known Error Management Operational Model v1.0.JPG|centre|thumb|500x500px|Known Error Management operational model]]

The technical teams member generate the ''[[Glossary|known error]]'' proposals which are examined by the KE authority who decides if thy are valuable solutions to be published to the ''[[Glossary|users]]''. The criteria usually to be met to accept and publish a ''[[Glossary|known error]]'' are usually the following:
* it is the best suitable applicable workaround;
* it is well written, according to the standard format and easy to understand;
* all side effects are identified and described.
However, each organization may define its own criteria.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Generally a member of a technical team, he/she opens ''[[Glossary|known errors]]'', usually starting from ''[[Glossary|incidents]]'' or ''[[Glossary|problems]]'', eventually including a proposal of ''[[Glossary|workaround]]''
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team and, therefore, requesters.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}
Additionally, the members of the ''[[Glossary|group]]'' "Service Desk" and, specifically, the ''[[Glossary|user]]'' "SDSpecialist" and the service managers is enabled to this role.

|-
| KE owner ||
* The KE owner follows the life cycle of the ''[[Glossary|known error]]''
* He/she completes or prepares the ''[[Glossary|workaround]]'' if not done by the requester
* He/she verifies that the ''[[Glossary|known error]]'' fulfils the acceptance criteria and submits it to the KE authority for approval
* He/she complete corrects it according to the KE authority suggestions
* Finally he/she closes the ''[[Glossary|known error]]'' if this is not automatically done (by the closure of the related ''[[Glossary|problem]]'')

|| Any requester may become KE owner. Usually, the ''[[Glossary|group manager]]'' assigns him/her.

|-
| KE authority ||
* Approves or rejects the proposals of ''[[Glossary|known errors]]''
|| The ''[[Glossary|group managers]]'' of the following ''[[Glossary|groups]]'', "Application Management", "Personal Management", "Network Management", "Server Management" are made part of "KE authority" ''[[Glossary|group]]''.

|-
| User
|| Searches for a published ''[[Glossary|known error]]'' and uses the associated ''[[Glossary|workaround]]''.
||All ''[[Glossary|users]]'' may play this role.

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|knonw errors]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|known error management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Known Error" (open a ''[[Glossary|known error]]'') ||Requesters.

|-
| "Personal Devices" || "Personal Computers" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Personal Devices" || "Peripherals" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Personal Devices" || "Telephony" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Network" || "Networking Management" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Technical Services" || "Server Management" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|}

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|known error management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.
[[File:Known Error Management Workflow v1.0.JPG|centre|thumb|800x800px|Known errors management process.]]
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when a ''[[Glossary|known error]]'' is created.

|-
| "Known Error Opened" || The ''[[Glossary|known error]]'' has been recorded and activities to deal with it started (e.g. defining a ''[[Glossary|workaround]]'').

|-
| "Known Error Requested" || The [[Glossary|known error]] is ready for KE authority to approve its publication.

|-
| "Cancelled" || The ''[[Glossary|known error]]'' has been cancelled. No more activities are possible.

|-
| "Known Error Published" || The ''[[Glossary|known error]]'' has been published and may be searched by ''[[Glossary|users]]''. This is the only status where it is searchable.

|-
| "Known Error Rejected" || The KE authority has rejected the publication of the ''[[Glossary|known error]]''.

|-
| "Known Error Unpublished" || The ''[[Glossary|known error]] ''is no longer published and can't be searched by ''[[Glossary|users]]''.

|-
| "Known Error Closed" || The ''[[Glossary|known error]] ''is closed.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Known Error Opened" || Requesters ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Known Error Opened" || "Known Error Requested" || KE owner ||The requester shall notify the KE owner.

|-
| "Known Error Opened" || "Cancelled" || Requesters or KE owner ||''[[Glossary|Problem management]]'' may cause this transition too (see [[#Related processes|related processes]]).

|-
| "Known Error Requested" || "Cancelled" || KE owner ||

|-
| "Known Error Requested" || "Known Error Published" || KE authority ||

|-
| "Known Error Requested" || "Known Error Rejected" || KE authority ||

|-
| "Known Error Rejected" || "Known Error Requested" || KE owner ||

|-
| "Known Error Published" || "Known Error Unpublished" || KE owner or ''[[Glossary|problem management]]'' ||

|-
| "Known Error Unpublished" || "Known Error Closed" || KE owner ||''[[Glossary|Problem management]] ''may cause this transition too (see [[#Related processes|related processes]]).

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|known error management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the request and, in particular, the sub tab ''Tickets'' of it allows to view all the existing between the ''[[Glossary|known error]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Incident management ====
It is possible to create a new ''[[Glossary|known error]]'' starting from an ''[[Glossary|incident]]''. The '''GENERATE KE''' command in the ''[[Glossary|incident]]'' allows to instantiate a ''[[Glossary|known error]]'' by copying some ''[[Glossary|incident]]'' information and by creating a relationship between the ''[[Glossary|known error]]'' and the generated ''[[Glossary|incident]]''.

==== Problem management ====
It is possible to create a new ''[[Glossary|known error]] ''starting from a ''[[Glossary|problem]]''. The '''GENERATE KE'''command in the ''[[Glossary|problem]] ''allows to instantiate a ''[[Glossary|known error]] ''by copying some ''[[Glossary|problem]] ''information and by creating a relationship between the ''[[Glossary|known error]] ''and the generated ''[[Glossary|problem]]''. However, the closure of the problem also determines some automatic transitions of the ''[[Glossary|known error]]'':
* if initial status is "Cancelled" no transition will be performed;
* if initial status is "Known Error Opened" the final status will be "Cancelled";
* for all other initial statuses, the final transition shall be "Known Error Closed".

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|known error]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').<nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|service requests]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! [[Glossary|Known Error]] domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|service request]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|known error]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || To show the ''[[Glossary|SRCS]]'' ''[[Glossary|request]]'' invoked.
||

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|known error]]''. ||Always visible, it can be managed according to ''[[Glossary|workflow status]]'' and organizational roles. This field is made visible to all the ''[[Glossary|users]]''.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has requested the ''[[Glossary|known error]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|known error]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|known error]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|service request]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|known error]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|known error]]'' is related. ||This is automatically set at open time.

|-
| ''General Information'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''. ''This field is made visible to all the ''[[Glossary|users]]''.

|-
| ''General Information'' || Root Cause || A flag, showing if the ''[[Glossary|known error]]'' contains the root cause. ||This is automatically set if the Root Cause field is filled.

|-
| ''General Information'' || Workaround || A flag, showing if the ''[[Glossary|known error]] ''contains a ''[[Glossary|workaround]]''. ||This is automatically set if the Workaround field is filled.

|-
| ''Ownership and Groups'' || Master SG || To define the supervising and first line support team. ||The "Service Desk" is automatically set as ''[[Glossary|master solution group]] ''at open time'' ''and cannot be changed.

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|known error]]'' is assigned for analysis and/or fulfilment. ||The four predefined ''groups'' ("Application Management", "Personal Management", "Network Management" and "Server Management") are set to be visible. The ''[[Glossary|group]]'' is defined by the KE owner and may change during the'' [[Glossary|known error]]'' life cycle.

|-
| ''Ownership and Groups'' || Owner || To define the KE owner. ||The KE owner is usually set by the KE authority.

|-
| ''Ownership and Groups'' || Ticket Worker || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or find a ''[[Glossary|workaround]]''. ||The Ticket Worker may not be set. He/she is generally a member of the team defined in the Solution Group field. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the ''Ticket Activities'' tab.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Symptoms || To provide a description of the symptoms of the actual or potential ''[[Glossary|incident(s)]]'' or ''[[Glossary|problem(s)]]'' related to the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated. If generated from an ''[[Glossary|incident]]'' or a ''[[Glossary|problem]]'', their description is automatically copied here.

|-
| ''Ticket Details'' || Root Cause || To provide a description of the root cause of the actual or potential ''[[Glossary|incident(s)]]'' or ''[[Glossary|problem(s)]]'' of the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details''
|| Workaround || To provide a description of the applicable ''[[Glossary|workaround]]'' for the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details''
|| Published Workaround || To provide a description of the applicable ''[[Glossary|workaround]]'' aimed to be used by the ''[[Glossary|users]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated. This field is mandatory to transition to the "Known Error Requested" status. This field is made visible to all the ''[[Glossary|users]]''.
|}

Fields can be mandatory to save the ''[[Glossary|known errors]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk in the management form.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! KE owner !! KE authority !! ''[[Glossary|User]]''

|-
| Known Errors Opened || ''[[Glossary|Known errors]]'' in status "Known Error Opened". || X || X
|| ||

|-
| Known Errors Requested || ''[[Glossary|Known errors]] ''in status "Known Error Requested". || ||
|| X
||

|-
| Known Errors Rejected || ''[[Glossary|Known errors]] ''in status "Known Error Rejected". || || X
|| ||

|-
| Known Errors Unpublished || ''[[Glossary|Known errors]] ''in status "Known Error Unpublished". || || X
|| ||

|-
| Known Errors Published || ''[[Glossary|Known errors]] ''in status "Known Error Published". || ||
|| ||X

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Known Error''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Known errors active || ''[[Glossary|Known errors]]'' in all the statuses but "Cancelled" and "Known Error Closed".

|-
| Known errors published || ''[[Glossary|Known errors]]'' in status "Known Error Published"

|-
| Known errors closed || ''[[Glossary|Known errors]]'' in status "Known Error Closed"

|-
| Known errors cancelled || ''[[Glossary|Known errors]]'' in status "Known Error Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|known error]] ''is opened || KE authority || Alert that there is a new k''[[Glossary|nown error]]'' to manage and a KE owner to set.

|-
|A ''[[Glossary|known error]] ''is ready to be published (in status "Known Error Requested") || KE authority || Alert that there is a request to publish a ''[[Glossary|known error]]''.

|-
|A ''[[Glossary|known error]] ''publication request is successful || KE owner, requester || Alert that the ''[[Glossary|known error]] ''is published.

|-
|A ''[[Glossary|known error]] ''publication request is rejected || KE owner, requester || Alert that the publication request was rejected.

|-
|A ''[[Glossary|known error]]'' is cancelled || Requester || Alert that the ''[[Glossary|known error ]]''was cancelled.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|knowledge management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Service Request/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Known errors per service - volume || A pie containing the split of ''[[Glossary|knonw errors]]'' per service. || Service desk, KE authority.

|-
|Known errors per service - trend || An histogram showing the ''[[Glossary|known errors]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service desk, KE authority.

|-
|Known errors per service/status - volume || An histogram showing the ''[[Glossary|known errors]]'' volume per ''[[Glossary|service]]'' and status. || Service desk and technical team members.

|}

A basic form of reporting is also provided by ''[[Glossary|views]]. [[Glossary|Views]]'' basically allow to list ''[[Glossary|known errors]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|known error management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|known errort]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create a new ''[[Glossary|known error]] ''as a service desk member ===
# Login as "SDSSpecialist" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Known Error" as ''self service request ''(this determines the creation of a new ''[[Glossary|known error]]'')
#Fill the ''[[Glossary|known error]]'' form, at least with mandatory fields and save with the '''SAVE''' command
You have now saved the ''[[Glossary|known error]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.

=== Assign ''[[Glossary|known error]]'' owner ===
#Based on the service where you have created ''[[Glossary|known error]]'', login as ''[[Glossary|group]]''[[Glossary| ''manager'']] of the team in charge of it (see previous [[#services|services]] section), for example login as "AppManager" if you chose the service "itmCLOUD"
# Assign the KE owner by filling the Owner field (choose "AppSpecialist") and the team to which the ''[[Glossary|known error]]'' is assigned by filling the Solution Group (choose "Application Management")
# Save with the '''SAVE '''command
The ''[[Glossary|known error]]'' is now assigned an owner.

=== Define a ''[[Glossary|workaround]]'' and ask for publication ===
# Login as KE owner ("AppSpecialist" if you followed the steps before)
# Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and choose the "Known Errors Opened" ''view''
#* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
#* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update the ''[[Glossary|known error]]'' and fill the workaround and Published Workaround field
# Set the ''[[Glossary|known error]]'' to "Known Error Requested" status by
#* Pressing the '''SAVE & NEXT '''command
#* Choose the "Request Known Error Publication" ''[[Glossary|workflow transition]]''
#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE '''command
The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Requested".

=== Publish a [[Glossary|known error]] ===
# Login as a member of the KE authority (for example "AppManager")
# Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the''Tickets ''window of the home page and choose the "Known Errors Requested"''view''
#* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
#* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Set the ''[[Glossary|known error]] ''to "Known Error Published" status by
#* Pressing the '''SAVE & NEXT'''command
#* Choose the "Publish Known Error" ''[[Glossary|workflow transition]]''
#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE'''command
The ''[[Glossary|known error]] ''is now in ''[[Glossary|workflow status]] ''"Known Error Published".

=== Search a ''[[Glossary|known error]]'' as ''[[Glossary|user]]'' ===
# Login as "finaluser"
# Search a ''[[Glossary|known error]]''; you can do it quickly either by
#* Insert a search text in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Known Errors"
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page, choose "Known Errors Published" and browse/filter
#* Access the '''''Known Error/Known Errors published '''''menu and browse/filter
=== Close a ''[[Glossary|known error]]'' ===
# Login as KE owner ("AppSpecialist" if you followed the steps before)
# Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and choose the "Known Errors Opened" ''view''
#* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
#* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Set the ''[[Glossary|known error]]'' to "Known Error Closed" status by
#* Pressing the '''SAVE & NEXT '''command
#* Choose the "Close Known Error" ''[[Glossary|workflow transition]]''
#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE '''command
The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Closed".

Problem Management

2016-05-09T13:40:30Z

Andreas.munteanu: /* Services */

''[[Glossary|Problem Management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|problem management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the resolution of ''problems'' or the provision of ''workarounds''. At the core of the process configuration is the following operational model.
[[File:Problem Management Operational Model v1.0.JPG|centre|thumb|500x500px|Problem Management operational model]]
The requester, typically a member of the ''service desk'' or a technical team requires to open a ''[[Glossary|problem]]''. This may happen reactively (as a consequence of dealing with an ''[[Glossary|incident]]'') or proactively (in order to avoid future ''[[Glossary|incidents]]''). The ''[[Glossary|problem]]'' is opened on a ''[[Glossary|service]]'' and the ''[[Glossary|service manager]]'' takes in charge it in order to coordinate the initial classification, prioritization and analysis. In this phase a problem owner is assigned who will coordinate the following steps of the process where ''[[Glossary|workarounds]]'' and solutions for the ''[[Glossary|problem]]''.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|problems]]'' on behalf of himself/herself or for a third party
|| This role is assigned to members of ''service desk'' (''[[Glossary|users]]'' belonging to ''[[Glossary|group]]'' "Service Desk") and to members of the technical teams (see Technical team member role).

|-
| Problem owner ||
* Assigns the ''[[Glossary|problem]] ''for analysis and resolution
* Watches over and monitors the ''[[Glossary|problem]] ''along all its life cycle ensuring target service levels are achieved
* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Checks the implemented resolution and sets the ''[[Glossary|problem]] ''to resolved
* Closes the ''[[Glossary|problem]]''
|| Role assigned by the service manager to himself/herself or to a technical team member.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|problem]] ''(e.g. conducting the analysis and finding a resolution or ''[[Glossary|workaround]] ''for it)

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification about the assignment of the ''[[Glossary|problem]] ''to his/her team in order to find a resolution or ''[[Glossary|workaround]] ''for it
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his/her team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! ''[[Glossary|Solution group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Takes in charge and assigns the problem owner
* Monitors how the ''[[Get started with itmSUITE®|problems]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.

|}
In some organizational contexts, the role of the service manager may be played by the manager of a dedicated problem management team, mapped on a specific ''[[Glossary|group]] ''and the role of problem owner by a member of this team.

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|problems]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|problem management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.

|-
| "Personal Devices" || "Personal Computers" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.

|-
| "Personal Devices" || "Peripherals" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.

|-
| "Personal Devices" || "Telephony" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.

|-
| "Network" || "Networking Management" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.

|-
| "Technical Services" || "Server Management" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.

|}

A ''[[Glossary|problem]]'' may also be automatically opened during the execution of an [[Incident Management|incident management]] process by the ''[[Glossary|resources]]'' dealing with it.

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|problem management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.

[[File:Problem Management Workflow v1.0.JPG|centre|thumb|800x800px|Problem management process.]]

The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when a ''[[Glossary|problem]]'' is created.

|-
| "Opened" || The ''[[Glossary|problem]]'' has been recorded and activities to resolve it started.

|-
| "Requested" || The ''[[Glossary|problem]]'' is confirmed and the service manager may start to analyse it and assigns the problem owner.

|-
| "Problem Assigned" || The ''[[Glossary|problem]]'' is assigned a problem owner and the analysis activities plan is defined.

|-
| "Problem in Analysis" || The problem owner coordinates the analysis. The root cause is investigated and found. ''[[Glossary|Workarounds]]'' may be found too. Finally a plan to implement the resolution is prepared.

|-
| "Problem in Resolution" || The plan to implement the ''[[Glossary|problem]]'' resolution is executed. A ''[[Glossary|change]]'' may be opened at this stage.

|-
| "Cancelled" || The ''[[Glossary|problem]] ''is not confirmed and, therefore, cancelled.

|-
| "Resolved" || The ''[[Glossary|problem]] ''is resolved, meaning that the plan to implement a resolution is positively concluded.

|-
| "Suspended" || The ''[[Glossary|problem]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.

|-
| "Major Problem Review" || In case of major ''[[Glossary|problem]], ''in this status a review is performed.

|-
| "Closed" || The ''[[Glossary|problem]] ''closure has been confirmed. No other changes are possible.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters, technical team members, service managers. ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "Requested" || Requester, service manager. ||

|-
| "Opened" || "Cancelled" || Requester, service manager. ||

|-
| "Requested" || "Opened" || Requester, service manager.. ||

|-
| "Requested" || "Cancelled" || Requester, service manager. ||

|-
| "Requested" || "Suspended" || Service manager. ||

|-
| "Suspended" || "Requested" || Service manager. ||

|-
| "Problem Assigned" || "Problem in Analysis" || Problem owner, service manager. ||

|-
| "Problem Assigned" || "Suspended" || Problem owner, service manager. ||

|-
| "Suspended" || "Problem Assigned" || Problem owner, service manager. ||

|-
| "Problem Assigned" || "Cancelled" || Problem owner, service manager. ||

|-
| "Problem in Analysis" || "Suspended" || Problem owner, service manager. ||

|-
| "Suspended" || "Problem in Analysis" || Problem owner, service manager. ||

|-
| "Problem in Analysis" || "Problem in Resolution" || Problem owner, service manager. ||

|-
| "Problem in Resolution" || "Problem in Analysis" || Problem owner, service manager. ||

|-
| "Problem in Analysis" || "Cancelled" || Problem owner, service manager. ||

|-
| "Problem in Resolution" || "Cancelled" || Problem owner, service manager. ||

|-
| "Problem in Resolution" || "Resolved" ||Problem owner, service manager. ||

|-
| "Problem in Resolution" || "Suspended" || Problem owner, service manager. ||

|-
| "Resolved" || "Major Problem Review" || Automatic ||The ''[[Glossary|workflow transition]]'' is automatically performed when the field Major Problem is set to "Yes".

|-
| "Requested" || "Problem Assigned" || Service manager. ||

|-
| "Major Problem Review" || "Closed" || Problem owner, service manager. ||Any related ''[[Glossary|incident]]'' is set to closed (''[[Glossary|workflow status]]'' "Resolved" in ''[[Incident Management#Process|incident management]]'') and any related ''[[Glossary|known error]]'' is unpublished (''[[Glossary|workflow status]]'' "Known Error Unpublished" in ''[[Known Error Management#Process|known error management]]'').

|-
| "Suspended" || "Problem in Resolution" || Problem owner, service manager. ||

|-
| "Resolved" || "Closed" || Requester, problem owner, service manager. ||Any related ''[[Glossary|incident]] ''is set to closed (''[[Glossary|workflow status]] ''"Resolved" in ''[[Incident Management#Process|incident management]]'') and any related ''[[Glossary|known error]] ''is unpublished (''[[Glossary|workflow status]]''"Known Error Unpublished" in ''[[Known Error Management#Process|known error management]]'').

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|problem management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the ''[[Glossary|problem]]'' and, in particular, the sub tab ''Tickets'' of it allows to view all the existing between the ''[[Glossary|problem]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Incident management ====
It is possible to create a ''[[Glossary|problem]]'' from the ''[[Incident Management#Problem management|incident management]]'' process or to relate an existing ''[[Glossary|problem]]'' to an ''[[Glossary|incident]]'' and vice versa.

==== Change management ====
It is possible to create a new ''[[Glossary|change]]'', managed via the ''[[Glossary|change management]]'' process. The '''GENERATE CHANGE''' command allows to instantiate a new ''[[Glossary|change]]'' by copying some ''[[Glossary|problem]]'' information and by creating a relationship between the ''[[Glossary|problem]]'' and the generated ''[[Glossary|change]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|problem]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Known error management ====
It is possible to create a new ''[[Glossary|known error]]'', managed via the ''[[Glossary|known error management]] ''process. The '''GENERATE KE '''command allows to instantiate a new ''[[Glossary|known error]] ''by copying some ''[[Glossary|problem]] ''information and by creating a relationship between the ''[[Glossary|problem]] ''and the generated ''[[Glossary|knonw error]]''.

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include the solution of one or more ''[[Glossary|problems]]'' even if this may happen rarely (more frequently a ''[[Glossary|release]]'' includes changes generated to resolve ''[[Glossary|problems]]'' and related to them, The relationship between a ''[[Glossary|release]]'' and and [[Glossary|problems]] is more frequently created working from the ''[[Glossary|release]]''. In any case, this can be done from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|problem]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! [[Glossary|Problem]] domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|problem]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|problem]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || To show the ''[[Glossary|SRCS]]''[[Glossary| ''request'']] invoked
||

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|problem]]''. ||Always visible.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has requested the ''[[Glossary|problem]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|problem]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|problem]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|problem]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|problem]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|problem]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Problem type || To enter the information whether the ''[[Glossary|problem]]'' is reactive (opened as a consequence of one or more ''[[Glossary|incidents]]'') or proactive (opened to avoid potential ''[[Glossary|incidents]]''). ||

|-
| ''Ticket Classification'' || Problem Classification
|| To set the ''[[Glossary|problem]]'' classification information (domain).This is used for statistic reasons. ||The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Major Problem
|| To show if the ''[[Glossary|problem]]'' has to be considered major or not. ||This impacts the need of a final review (if major) or not.

|-
| ''Prioritisation & Planning'' || Required Solution Date || To provide the date of solution requested by the Requester. ||This is normally set for reactive ''[[Glossary|problems]]'', according to the related ''[[Glossary|incidents]]'' priorities and status.

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|problem]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Urgency || To define the urgency for the resolution. ||A three level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Impact || To define the impact on the business of the ''[[Glossary|problem]]''. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Priority || To view the calculated priority of the ''[[Glossary|problem]]''. ||The priority is automatically set based on Ticket Urgency and Ticket Impact. The driving matrix can be configured.

|-
| ''Prioritisation & Planning'' || Forecast Solution Date || To set the forecasted resolution date and time for the ''[[Glossary|problem]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising team. ||This is set by the service manager and mandatory from the Ticket Op Status "Problem Assigned".
The team may change during the ''[[Glossary|problem]] ''life cycle.

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|problem]]'' is assigned for analysis and/or resolution. ||This is set by the service manager and mandatory from the Ticket Op Status "Problem Assigned".
The team may change during the'' [[Glossary|problem]]'' life cycle.

|-
| ''Ownership and Groups'' || Owner || To define who is the ''[[Glossary|problem]]'' owner who should monitor the lifecycle of the ''[[Glossary|problem]]''. ||This is set by the service manager and mandatory from the Ticket Op Status "Problem Assigned". He/she can be changed by the service manager and the Owner him/herseilf.

|-
| ''Ownership and Groups'' || Ticket Worker || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or resolve the ''[[Glossary|problem]]''. ||If the analysis is performed by the problem owner, the Ticket Worker is normally not set. He/she is a member of the team defined in the Solution Group field.However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the ''Ticket Activities'' tab.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|problem]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Analysis || To provide the analysis of the cause(s) of the ''[[Glossary|problem]]''. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Solution || To describe the solution applicable to the ''[[Glossary|problem]]''. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide comments helpful for the analysis and/or resolution of the ''[[Glossary|problem]]'' or for future memory (e.g. continual improvement).. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments for Requester || To provide comments to the requester of the ''[[Glossary|problem]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

This field is not the only way to interact with the requester. To this aim messages, manage via the ''Messages'' tab, can be very useful

|}

Fields can be mandatory to save the ''[[Glossary|incident]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Problem owner !! Technical team !! Service manager

|-
| Problems resolved || ''[[Glossary|Problems]]'' in statuses "Resolved", "Major Problem Review". || X || || ||

|-
| Problems requested || ''[[Glossary|Problems]]'' in status "Requested". || ||
|| ||X

|-
| Problems owned || ''[[Glossary|Problems]] ''in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution", "Resolved" and "Major Problem Review" where Owner is the logged ''[[Glossary|resource]].'' || || X
|| ||

|-
| Problems routed to my team || ''[[Glossary|Problems]]'' in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || ||
|| X ||

|-
| Problems assigned to me || ''[[Glossary|Problems]]'' in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || ||
|| X ||

|-
| Problems suspended || ''[[Glossary|Problems]]'' in status "Suspended". || || X
|| ||X

|-
| Major problems to review || ''[[Glossary|Problems]]'' in status "Major Problem Review". || || X
|| ||X

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Problem''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Problems active || ''[[Glossary|Problems]]'' in status "Requested", "Problem Assigned", "Problem in Analysis", "Problem in Resolution", "Resolved" and "Major Problem Review".

|-
| Problems suspended || ''[[Glossary|Problems]]'' in status "Suspended

|-
| Problems closed || ''[[Glossary|Problems]]'' in status "Closed"

|-
| Problems cancelled || ''[[Glossary|Problems]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|problem]] ''is requested || Service manager || Alert that there is an ''[[Glossary|problem]]'' to assign for resolution.

|-
|A ''[[Glossary|problem]] ''is assigned a owner || Problem owner || Alert that the ''[[Glossary|problem]]'' was assigned to him/her.

|-
|A ''[[Glossary|solution group]] ''is assigned or changed for the ''[[Glossary|problem]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there are resource(s) to allocate to manage the ''[[Glossary|problem]]''.

|-
|A ''[[Glossary|problem]] ''review shall be executed (the ''[[Glossary|problem]]'' is in ''[[Glossary|workflow status]]'' "Resolved" and the Major Problem field is set to "Yes") || Problem owner, service manager || Alert that a ''[[Glossary|problem]]'' review is to be done.

|-
|An ''[[Glossary|problem]] ''is resolved || The ''[[Glossary|problem]] ''creator, the requester || Alert that the ''[[Glossary|problem]] ''is resolved.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|A ''[[Glossary|problem]] ''is suspended || The ''[[Glossary|problem]] ''creator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]] ''is suspended.

|-
|An ''[[Glossary|problem ]]''is closed || The ''[[Glossary|problem]]''c reator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]]'' has been closed.

|-
|An ''[[Glossary|incident]] ''is cancelled || The ''[[Glossary|problem]] ''creator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]]'' has been cancelled.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|problem management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Problem/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Problem per priority - trend || An histogram showing the ''[[Glossary|problem]]'' volumes per priority monthly trend. || Service managers and technical team members.

|-
|Problem per priority - volume || A pie containing the split of ''[[Glossary|problems]]'' per priority. || Service managers and technical team members.

|-
|Problem per service - trend || An histogram showing the ''[[Glossary|problem]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service managers and technical team members.

|-
|Problem per service - volume || A pie containing the split of ''[[Glossary|problems]] ''per ''[[Glossary|service]]''. || Service managers and technical team members.

|-
|Problem per service/priority - volume || An histogram showing the ''[[Glossary|incidents]]'' volume per ''[[Glossary|service]]'' and priority. || Service managers and technical team members.

|-
|Problem - assign time || A pie showing the percentage of ''[[Glossary|problems]] ''respecting the target defined for the take "assign time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "Problem Assigned" ''[[Glossary|workflow status]]''. || Service managers and technical team members.

|-
|Problem per priority - resolution time || An histogram showing, per priority, the percentage of ''[[Glossary|problems]]'' respecting the target defined for the "Resolution time"* ''[[Glossary|objective]]'' (the time elapsed from the "Problem Assigned" to the "Resolved" ''[[Glossary|workflow status]]''. || Service managers and technical team members.

|}
<nowiki>*</nowiki> "Assign time" and "Resolution time" [[Glossary|objectives]] are defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|problems]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|problem management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|problem]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create and request a new ''[[Glossary|problem]] ''as a technical team member ===
# Login as "appspecialist" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Problem" as ''self service request ''(this determines the creation of a new ''[[Glossary|problem]]'')
#Fill the ''[[Glossary|problem]]'' form, at least with mandatory fields, and save with the '''SAVE''' command
You have now saved the ''[[Glossary|problem]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.

=== Assign a ''[[Glossary|problem]]'' for resolution as a service manager ===
#Login as "servicemanager"
# Open the the desired ''[[Glossary|problem]]''; you can do it quickly either by
#* Access the "Problems Requested" ''[[Glossary|view]]'' in the ''Tickets'' area of the home page and pick a ''[[Glossary|problem]]''
#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
#* Insert the reference number of a ''[[Glossary|problem]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Assign the key roles
#* Fill the ''[[Glossary|problem]] ''form with Owner, Solution Group and, may be, Master Solution Group, Ticket Worker,
#* Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
The ''[[Glossary|problem]]'' is now in ''[[Glossary|workflow status]]'' "Problem Assigned".

=== Monitor and control a ''[[Glossary|problem]] ''as problem owner ===
# Login as a ''[[Glossary|user]]'' owning a ''[[Glossary|problem]]'' (see assign a ''[[Glossary|problem]]'' for resolution as a service manager described previously)
# Open the desired ''[[Glossary|problem]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''area of the home page and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]]'' is owner
#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]] ''is owner
#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]] ''is owner in '''Quick Search''', after selecting the ''[[Glossary|search context]]''" Ticket"
# Update some fields (e.g. Analysis or Solution)
# Pressing the '''SAVE & NEXT '''command, choose a transition to update the ''[[Glossary|workflow status]]''
=== Analyse and resolve a [[Glossary|problem]] as a technical team member ===
# Login as a technical team member working on the ''[[Glossary|problem]]'' ([[Incident Management|<nowiki/>]]<nowiki/>see assign a ''[[Glossary|problem]]'' for resolution described previously)
# Open a ''[[Glossary|problem]] ''in status'' ''"Problem in Analysis"; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem in Analysis"
#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem in Analysis"
#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem in Analysis"
# Optionally update ''[[Glossary|problem]] ''information (for example Analysis and Solution fields)
# Save the problem by pressing '''SAVE''' command
# Send a message to the problem owner to notice the progress you made (use the tab ''Messages'' of the ''[[Glossary|ticket]]'').
=== Perform a major ''[[Glossary|problem]]'' review as a service manager ===
# Login as "servicemanager"
# Open the the desired ''[[Glossary|problem]]''; you can do it quickly either by
#* Access the ''[[Glossary|view]] ''"Major Problem to Review"in the ''Tickets ''window of the home page and pick a ''[[Glossary|problem]] ''
#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|Problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Major Problem Review"
#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Major Problem Review" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update some fields (e.g. Comments, or add a review report as attachment)
# Pressing the '''SAVE & NEXT '''command, choose the "1. Close" ''[[Glossary|workflow transition]]''
The ''[[Glossary|problem]]'' is now in workflow status "Closed".

=== Close a ''[[Glossary|problem]]'' as a problem owner ===
# Login as a ''[[Glossary|user]] ''owning a ''[[Glossary|problem]] ''(see assign a ''[[Glossary|problem]] ''for resolution as a service manager described previously) which is not major
# Open the the desired ''[[Glossary|problem]] ''(one which is not major); you can do it quickly either by
#* Access the "Problems resolved" ''[[Glossary|view]] ''in the ''Tickets ''area of the home page and pick a ''[[Glossary|problem]] ''among those listed where the ''[[Glossary|user]]'' is owner
#* Insert the reference number of an ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Resolved" where the ''[[Glossary|user]]'' is owner in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Close the ''[[Glossary|problem]] ''by
#* Pressing the '''SAVE & NEXT '''command
#* Choosing the "1. Close" ''[[Glossary|workflow transition]]''
The ''[[Glossary|problem]]'' is now in ''[[Glossary|workflow status]] ''"Closed".

Change Management

2016-05-09T13:35:55Z

Andreas.munteanu: /* Services */

''[[Glossary|Change Management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|change management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the effective and efficient execution of ''[[Glossary|changes]]''. At the core of the process configuration is the following operational model.
[[File:Change Management Operational Model v1.0.JPG|centre|thumb|800x800px|Change Management operational model]]
The requester, an authorized ''[[Glossary|client]]'', service manager, member of the ''[[Glossary|service desk]]'' or technical team or n related process (such as [[Glossary|''Incident Management'']] or ''[[Glossary|Problem Management]]'') requires to open a ''[[Glossary|Request for Change]]'' (RfC). The service manager takes in charge it and assigns an owner who coordinates all the tasks needed to fulfil the ''[[Glossary|change]]''. The owner requests the ''[[Glossary|change]]'' authorization to the ''[[Glossary|change authority]]'', if needed. As appropriate, technical team members may directly implement and deploy the ''[[Glossary|change]]'' or make it through the ''[[Glossary|Release Management]]'' process and later the ''[[Glossary|Depolyment Change]]''.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|requests for change]]'' on behalf of himself/herself or for a third party
|| This role is mapped on:
* a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Requester". The login identifier of this ''[[Glossary|user]] ''is "FinalUser";
* service manager (see after);
* service desk members (system ''[[Glossary|resources]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource"; the login identifier of this ''[[Glossary|user]] ''is "SDSpecialist";
* technical team members (see after).

|-
| Change owner ||
* Requires ''[[Glossary|change]]'' approval to the change authority after its assessment is completed
* Assign tasks to be performed to complete the ''[[Glossary|change]]''
* Watches over and monitors the ''[[Glossary|change]] ''along all its life cycle ensuring target service levels are achieved
* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Checks the implementation and sets the ''[[Glossary|change]] ''to to completed
* Closes the ''[[Glossary|change]] ''after completing the final checks
|| Role assigned by the service manager to himself/herself or to a technical team member.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|change]] ''(e.g. conducting the assessment or designing/implementing it)

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification about the assignment of the ''[[Glossary|change]] ''to his/her team in order to implement it
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his/her team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! ''[[Glossary|Group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Takes in charge and assigns the change owner
* Monitors how the ''[[Get started with itmSUITE®|changes]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.

|-
| Change authority ||
* Approves the ''[[Glossary|change]]'' implementation
* Approves the ''[[Glossary|change]]'' deployment
|| This role is mapped based on the required authorization and ''[[Glossary|change]]'' classification.

For ''[[Glossary|change]]'' implementation authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Service manager

|-
|"Normal" || "Significant" || CAB

|-
|"Standard" || || Change owner

|}
The CAB is mapped on a ''[[Glossary|group]]'': "CAB".

For ''[[Glossary|change]]'' deployment authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Change owner

|-
|"Normal" || "Significant" || Service manager

|-
|"Standard" || || Change owner

|}

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|changes]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|change management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Personal Computers" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Peripherals" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Telephony" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Network" || "Networking Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Technical Services" || "Server Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|}

A ''[[Glossary|change]]'' may also be automatically opened during the execution of other processes by the ''[[Glossary|resources]]'' dealing with them.

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (2 of 3).]]
[[File:Change management Operational Model 3 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when a ''[[Glossary|change]]'' is created.

|-
| "Opened" || The ''[[Glossary|change]]'' has been recorded.

|-
| "Requested" || The ''[[Glossary|change]]'' is confirmed and has been requested (it is a ''[[Glossary|request for change]]'').

|-
| "In Analysis" || The ''[[Glossary|change]]'' assessment and planning is ongoing.

|-
| "Implementation Approval Requested" || The ''[[Glossary|change]]'' approval request for implementation is submitted to the change authority.

|-
| "Approved" || The ''[[Glossary|change]]'' is approved for implementation.

|-
| "Not Approved" || The ''[[Glossary|change]]'' is not approved for implementation.

|-
| "In Progress" || The ''[[Glossary|change]]'' implementation is ongoing.

|-
| "Ready for Test" || The ''[[Glossary|change]]'' is ready for testing.

|-
| "In Test" || The ''[[Glossary|change]]'' testing is ongoing.

|-
| "Deployment Approval Requested" || The ''[[Glossary|change]]'' approval request for deployment is submitted to the change authority.

|-
| "Deployment Approved" || The ''[[Glossary|change]]'' is approved for deployment.

|-
| "Completed" || The ''[[Glossary|change]]'' is completed.

|-
| "Change Review" || The ''[[Glossary|change]]'' review is ongoing.

|-
| "Cancelled" || The ''[[Glossary|change]] ''is not confirmed and, therefore, cancelled.

|-
| "Suspended" || The ''[[Glossary|change]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.

|-
| "Aborted" || The ''[[Glossary|change]]'' execution is aborted.

|-
| "Closed" || The ''[[Glossary|change]] ''closure has been confirmed.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "Requested" || Requester, service manager. ||

|-
| "Opened" || "Cancelled" || Requester, service manager. ||

|-
| "Requested" || "Opened" || Requester, service manager.. ||

|-
| "Requested" || "Cancelled" || Requester, service manager, chabge owner. ||

|-
| "Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Aborted" || Service manager, change owner. ||

|-
| "In Analysis" || "Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Approval Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Cancelled" || Service manager, change owner. ||

|-
| "Approval Requested" || "Approved" || Change authority. ||Depending on ''[[Glossary|change]]'' classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "Not Approved" || Change authority. ||Depending on ''[[Glossary|change]] ''classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Not Approved" || "Cancelled" || Service manager, change owner. ||

|-
| "Approved" || "In Progress" || Service manager, change owner, technical team member. ||

|-
| "Approved" || "Suspended" || Service manager, change owner. ||

|-
| "Approved" || "Aborted" || Service manager, change owner. ||

|-
| "Suspended" || "In Progress" || Service manager, change owner. ||

|-
| "In progress" || "Suspended" || Service manager, change owner. ||

|-
| "In progress" || "Aborted" || Service manager, change owner. ||

|-
| "In progress" || "Ready for Test" || Service manager, change owner, technical team member ||

|-
| "In progress" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "In progress" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In progress" || "Completed" || Service manager, change owner. ||Only for ''[[Glossary|changes]]'' with Change Type "Standard" or with Change Type "Normal" and Change Category "Minor".

|-
| "Ready for Test" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "Ready for Test" || "Suspended" || Service manager, change owner. ||

|-
| "Ready for Test" || "Aborted" || Service manager, change owner. ||

|-
| "In Test" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In Test" || "Suspended" || Service manager, change owner. ||

|-
| "In Test" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Deployment Approved" || Change authority. ||

|-
| "Deployment Approval Requested" || "Suspended" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Completed" || Service manager, change owner. ||

|-
| "Completed" || "Change Review" || Service manager, change owner. ||

|-
| "Completed" || "Closed" || Service manager, change owner. ||Not allowed for ''[[Glossary|changes]]'' with Change Type "Emergency" and Change Type "Normal" and Change Category "Significant"

|-
| "Change review" || "Closed" || Service manager, change owner. ||

|-
| "Not Approved" || "In Analysis" || Service manager, change owner. ||

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|change management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the ''[[Glossary|change]]'' and, in particular, the sub tab ''Tickets'' of it allows to view all the existing relationships between the ''[[Glossary|change]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Incident management ====
It is possible to create a ''[[Glossary|change]]'' from the ''[[Incident Management#Problem management|incident management]]'' process or to relate an existing ''[[Glossary|change]]'' to an ''[[Glossary|incident]]'' and vice versa.The ''[[Glossary|change]]'' usually implements the resolution of an ''[[Glossary|incident]]''.

==== Problem management ====
It is possible to create a ''[[Glossary|change]] ''from the ''[[Incident Management#Problem management|problem management]] ''process or to relate an existing ''[[Glossary|change]] ''to a ''[[Glossary|problem]] ''and vice versa.The ''[[Glossary|change]] ''usually implements the resolution of a ''[[Glossary|problem]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|change]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include one or more ''[[Glossary|changes]].'' The relationship between a ''[[Glossary|release]]'' and and [[Glossary|change]] can be created from the ''[[Glossary|change]]'' but is is more frequently created working from the ''[[Glossary|release]]''. In any case, the relation from the ''[[Glossary|change]]'' can be created from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|change]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! ''[[Glossary|Change]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|change]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|change]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || To show the ''[[Glossary|SRCS]]''[[Glossary| ''request'']] invoked
||

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|change]]''. ||Always visible.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has requested the ''[[Glossary|change]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|change]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|change]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|change]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|change]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|change]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Chage Area Change Objective Change Type Change Category
|| To set the ''[[Glossary|change]]'' key classification information.This is used for statistic reasons but the Change Category may also be configured to drive the ''[[Glossary|change]]'' authorization. ||Change Area, Change Objective and Change Type are independent fields. Change Category is available only if Change Type is set to "Normal": In such a case, its value is influenced by the ''[[Glossary|change]]'' assessment fields (see below). The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Change Scope
|| To set the ''[[Glossary|change]]'' scope.This is typically used for statistic reasons. ||The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Service impact Capacity impact Security impact Cost estimation Performance impact
|| These fields are the ''[[Glossary|change]]'' assessment elements. The values given will influence the Change Category value. ||The classification information initially provided (number and content of fields) as well as the rules to influence the Change Category can be changed.

|-
| ''Prioritisation & Planning'' || Required Solution Date || To provide the date of ''[[Glossary|change]]'' implementation required by the Requester. ||

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|change]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To provide the date of ''[[Glossary|change]] ''implementation forecasted. ||

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To set the forecasted resolution date and time for the ''[[Glossary|change]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising team. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis".

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|change]]'' is assigned for analysis and/or implementation. ||This is set by the service manager and mandatory from the Ticket Op Status "Approval Requested".

|-
| ''Ownership and Groups'' || Owner || To define who is the ''[[Glossary|change]]'' owner who should monitor the lifecycle of the ''[[Glossary|change]]''. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis". He/she can be changed by the service manager and the Owner him/herseilf.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Analysis || To provide a detailed analysis of the assessment of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Solution || To describe the required implementation for the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide helpful comments. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|}

Fields can be mandatory to save the ''[[Glossary|change]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Change owner !! Technical team !! Service manager !! Change authority

|-
| Changes completed || ''[[Glossary|Changes]]'' in statuses "Completed", "In Review". || X || || || ||

|-
| Changes requested || ''[[Glossary|Changes]]'' in status "Requested". || ||
|| ||X ||

|-
| Changes owned || ''[[Glossary|Changes]] ''in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Owner is the logged ''[[Glossary|resource]].'' || || X || || ||

|-
| Changes routed to my team || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || || || X || ||

|-
| Changes assigned to me || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || ||
|| X || ||

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended". || || X
|| ||X ||

|-
| Changes to review || ''[[Glossary|Changes]]'' in status "Completed" where Change Type is "Emergency" or where Change Type is "Normal" and Change Category" Significant". || || X
|| ||X ||

|-
| Changes to authorize for implementation || ''[[Glossary|Changes]]'' in status "Implementation Approval Requested". || || || || ||X

|-
| Changes to authorize for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approval Requested". || ||
|| || ||X

|-
| Changes evaluated by Change Authority || ''[[Glossary|Changes]]'' in status "Approved" or "Not Approved". || || X
|| || X
||

|-
| Changes approved for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approved". || || X
|| || X
||

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Change''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Changes active || ''[[Glossary|Changes]] ''in all the statuses but "Cancelled", "Aborted", "Suspended", "Closed"

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended

|-
| Changes closed || ''[[Glossary|Changes]]'' in status "Closed"

|-
| Changes cancelled || ''[[Glossary|Changes]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|change]] ''is requested || Service manager || Alert that there is a ''[[Glossary|change]]'' to manage.

|-
|A ''[[Glossary|change]] ''is assigned a owner || Change owner || Alert that the ''[[Glossary|change]]'' was assigned to him/her.

|-
|A ''[[Glossary|solution group]] ''is assigned or changed for the ''[[Glossary|change]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there are resource(s) to allocate to manage the ''[[Glossary|change]]''.

|-
|A ''[[Glossary|change]] ''review shall be executed (the ''[[Glossary|change]]'' is in ''[[Glossary|workflow status]]'' "Change Review") || Change owner, service manager || Alert that a ''[[Glossary|change]]'' review is to be done.

|-
|A ''[[Glossary|change]] ''is completed || The ''[[Glossary|change]] ''creator, the requester || Alert that the ''[[Glossary|change]] ''is implemented.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|A ''[[Glossary|change]] ''is suspended || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]] ''is suspended.

|-
|An ''[[Glossary|change ]]''is closed || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been closed.

|-
|A ''[[Glossary|change]] ''is cancelled || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been cancelled.

|-
|A ''[[Glossary|change]] ''implementation approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' implementation request has to be examined.

|-
|A ''[[Glossary|change]] ''implementation approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' implementation request.

|-
|A ''[[Glossary|change]] ''deployment approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' deployment request has to be examined.

|-
|A ''[[Glossary|change]] ''deployment approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' deployment request.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|change management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Change/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Change per category - trend || An histogram showing the ''[[Glossary|change]]'' volumes per category monthly trend. || Service managers and technical team members.

|-
|Change per category - volume || A pie containing the split of ''[[Glossary|changes]]'' per category. || Service managers and technical team members.

|-
|Change per service - trend || An histogram showing the ''[[Glossary|change]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service managers and technical team members.

|-
|Change per service - volume || A pie containing the split of ''[[Glossary|changes]] ''per ''[[Glossary|service]]''. || Service managers and technical team members.

|-
|Change per service/category - volume || An histogram showing the ''[[Glossary|changes]]'' volume per ''[[Glossary|service]]'' and category. || Service managers and technical team members.

|-
|Change - analysis time || A pie showing the percentage of ''[[Glossary|changes]] ''respecting the target defined for the "Analysis time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "In Analysis" ''[[Glossary|workflow status]]''. || Service managers and technical team members.

|}
<nowiki>*</nowiki> "Analysis time" is defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|changes]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|change management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|change]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create and request a new ''[[Glossary|change]] ''as a final user ===
# Login as "finaluser" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Change" as ''[[Glossary|self service request]] ''(this determines the creation of a new ''[[Glossary|change]]'')
# Fill the ''[[Glossary|change]]'' form, at least with mandatory fields, and save with the '''SAVE''' command (the ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "Opened")
# Set the ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" with the '''SAVE & NEXT''' command
You have now saved the ''[[Glossary|change]]'', take note of the ''[[Glossary|ticket]]'' number for further reference and use.

=== Assign a ''[[Glossary|change]]'' for analysis as a service manager ===
#Login as "servicemanager"
# Open the the desired ''[[Glossary|change]]''; you can do it quickly either by
#* Access the "Changes Requested" ''[[Glossary|view]]'' in the ''Tickets'' area of the home page and pick a ''[[Glossary|change]] ''
#* Access the '''''Change/Changes active '''''menu and pick a ''[[Glossary|chanve]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
#* Insert the reference number of a ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Assign the key roles
#* Fill the ''[[Glossary|change]] ''form with Owner, Solution Group and, may be, Master Solution Group, Ticket Worker,
#* Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
The ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "In Analysis".[[Incident Management|<nowiki/>]]<nowiki/>

Change Management

2016-05-09T13:22:25Z

Andreas.munteanu: /* Services */

''[[Glossary|Change Management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|change management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the effective and efficient execution of ''[[Glossary|changes]]''. At the core of the process configuration is the following operational model.
[[File:Change Management Operational Model v1.0.JPG|centre|thumb|800x800px|Change Management operational model]]
The requester, an authorized ''[[Glossary|client]]'', service manager, member of the ''[[Glossary|service desk]]'' or technical team or n related process (such as [[Glossary|''Incident Management'']] or ''[[Glossary|Problem Management]]'') requires to open a ''[[Glossary|Request for Change]]'' (RfC). The service manager takes in charge it and assigns an owner who coordinates all the tasks needed to fulfil the ''[[Glossary|change]]''. The owner requests the ''[[Glossary|change]]'' authorization to the ''[[Glossary|change authority]]'', if needed. As appropriate, technical team members may directly implement and deploy the ''[[Glossary|change]]'' or make it through the ''[[Glossary|Release Management]]'' process and later the ''[[Glossary|Depolyment Change]]''.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|requests for change]]'' on behalf of himself/herself or for a third party
|| This role is mapped on:
* a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Requester". The login identifier of this ''[[Glossary|user]] ''is "FinalUser";
* service manager (see after);
* service desk members (system ''[[Glossary|resources]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource"; the login identifier of this ''[[Glossary|user]] ''is "SDSpecialist";
* technical team members (see after).

|-
| Change owner ||
* Requires ''[[Glossary|change]]'' approval to the change authority after its assessment is completed
* Assign tasks to be performed to complete the ''[[Glossary|change]]''
* Watches over and monitors the ''[[Glossary|change]] ''along all its life cycle ensuring target service levels are achieved
* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Checks the implementation and sets the ''[[Glossary|change]] ''to to completed
* Closes the ''[[Glossary|change]] ''after completing the final checks
|| Role assigned by the service manager to himself/herself or to a technical team member.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|change]] ''(e.g. conducting the assessment or designing/implementing it)

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification about the assignment of the ''[[Glossary|change]] ''to his/her team in order to implement it
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his/her team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! ''[[Glossary|Group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Takes in charge and assigns the change owner
* Monitors how the ''[[Get started with itmSUITE®|changes]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.

|-
| Change authority ||
* Approves the ''[[Glossary|change]]'' implementation
* Approves the ''[[Glossary|change]]'' deployment
|| This role is mapped based on the required authorization and ''[[Glossary|change]]'' classification.

For ''[[Glossary|change]]'' implementation authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Service manager

|-
|"Normal" || "Significant" || CAB

|-
|"Standard" || || Change owner

|}
The CAB is mapped on a ''[[Glossary|group]]'': "CAB".

For ''[[Glossary|change]]'' deployment authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Change owner

|-
|"Normal" || "Significant" || Service manager

|-
|"Standard" || || Change owner

|}

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|changes]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|change management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Personal Computers" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Peripherals" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Telephony" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Network" || "Networking Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Technical Services" || "Server Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|}

A ''[[Glossary|change]]'' may also be automatically opened during the execution of other processes by the ''[[Glossary|resources]]'' dealing with them.

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (2 of 3).]]
[[File:Change management Operational Model 3 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when a ''[[Glossary|change]]'' is created.

|-
| "Opened" || The ''[[Glossary|change]]'' has been recorded.

|-
| "Requested" || The ''[[Glossary|change]]'' is confirmed and has been requested (it is a ''[[Glossary|request for change]]'').

|-
| "In Analysis" || The ''[[Glossary|change]]'' assessment and planning is ongoing.

|-
| "Implementation Approval Requested" || The ''[[Glossary|change]]'' approval request for implementation is submitted to the change authority.

|-
| "Approved" || The ''[[Glossary|change]]'' is approved for implementation.

|-
| "Not Approved" || The ''[[Glossary|change]]'' is not approved for implementation.

|-
| "In Progress" || The ''[[Glossary|change]]'' implementation is ongoing.

|-
| "Ready for Test" || The ''[[Glossary|change]]'' is ready for testing.

|-
| "In Test" || The ''[[Glossary|change]]'' testing is ongoing.

|-
| "Deployment Approval Requested" || The ''[[Glossary|change]]'' approval request for deployment is submitted to the change authority.

|-
| "Deployment Approved" || The ''[[Glossary|change]]'' is approved for deployment.

|-
| "Completed" || The ''[[Glossary|change]]'' is completed.

|-
| "Change Review" || The ''[[Glossary|change]]'' review is ongoing.

|-
| "Cancelled" || The ''[[Glossary|change]] ''is not confirmed and, therefore, cancelled.

|-
| "Suspended" || The ''[[Glossary|change]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.

|-
| "Aborted" || The ''[[Glossary|change]]'' execution is aborted.

|-
| "Closed" || The ''[[Glossary|change]] ''closure has been confirmed.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "Requested" || Requester, service manager. ||

|-
| "Opened" || "Cancelled" || Requester, service manager. ||

|-
| "Requested" || "Opened" || Requester, service manager.. ||

|-
| "Requested" || "Cancelled" || Requester, service manager, chabge owner. ||

|-
| "Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Aborted" || Service manager, change owner. ||

|-
| "In Analysis" || "Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Approval Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Cancelled" || Service manager, change owner. ||

|-
| "Approval Requested" || "Approved" || Change authority. ||Depending on ''[[Glossary|change]]'' classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "Not Approved" || Change authority. ||Depending on ''[[Glossary|change]] ''classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Not Approved" || "Cancelled" || Service manager, change owner. ||

|-
| "Approved" || "In Progress" || Service manager, change owner, technical team member. ||

|-
| "Approved" || "Suspended" || Service manager, change owner. ||

|-
| "Approved" || "Aborted" || Service manager, change owner. ||

|-
| "Suspended" || "In Progress" || Service manager, change owner. ||

|-
| "In progress" || "Suspended" || Service manager, change owner. ||

|-
| "In progress" || "Aborted" || Service manager, change owner. ||

|-
| "In progress" || "Ready for Test" || Service manager, change owner, technical team member ||

|-
| "In progress" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "In progress" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In progress" || "Completed" || Service manager, change owner. ||Only for ''[[Glossary|changes]]'' with Change Type "Standard" or with Change Type "Normal" and Change Category "Minor".

|-
| "Ready for Test" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "Ready for Test" || "Suspended" || Service manager, change owner. ||

|-
| "Ready for Test" || "Aborted" || Service manager, change owner. ||

|-
| "In Test" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In Test" || "Suspended" || Service manager, change owner. ||

|-
| "In Test" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Deployment Approved" || Change authority. ||

|-
| "Deployment Approval Requested" || "Suspended" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Completed" || Service manager, change owner. ||

|-
| "Completed" || "Change Review" || Service manager, change owner. ||

|-
| "Completed" || "Closed" || Service manager, change owner. ||Not allowed for ''[[Glossary|changes]]'' with Change Type "Emergency" and Change Type "Normal" and Change Category "Significant"

|-
| "Change review" || "Closed" || Service manager, change owner. ||

|-
| "Not Approved" || "In Analysis" || Service manager, change owner. ||

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|change management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the ''[[Glossary|change]]'' and, in particular, the sub tab ''Tickets'' of it allows to view all the existing relationships between the ''[[Glossary|change]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Incident management ====
It is possible to create a ''[[Glossary|change]]'' from the ''[[Incident Management#Problem management|incident management]]'' process or to relate an existing ''[[Glossary|change]]'' to an ''[[Glossary|incident]]'' and vice versa.The ''[[Glossary|change]]'' usually implements the resolution of an ''[[Glossary|incident]]''.

==== Problem management ====
It is possible to create a ''[[Glossary|change]] ''from the ''[[Incident Management#Problem management|problem management]] ''process or to relate an existing ''[[Glossary|change]] ''to a ''[[Glossary|problem]] ''and vice versa.The ''[[Glossary|change]] ''usually implements the resolution of a ''[[Glossary|problem]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|change]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include one or more ''[[Glossary|changes]].'' The relationship between a ''[[Glossary|release]]'' and and [[Glossary|change]] can be created from the ''[[Glossary|change]]'' but is is more frequently created working from the ''[[Glossary|release]]''. In any case, the relation from the ''[[Glossary|change]]'' can be created from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|change]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! [[Change Management|Change]] domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|change]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|change]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || To show the ''[[Glossary|SRCS]]''[[Glossary| ''request'']] invoked
||

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|change]]''. ||Always visible.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has requested the ''[[Glossary|change]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|change]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|change]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|change]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|change]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|change]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Chage Area Change Objective Change Type Change Category
|| To set the ''[[Glossary|change]]'' key classification information.This is used for statistic reasons but the Change Category may also be configured to drive the ''[[Glossary|change]]'' authorization. ||Change Area, Change Objective and Change Type are independent fields. Change Category is available only if Change Type is set to "Normal": In such a case, its value is influenced by the ''[[Glossary|change]]'' assessment fields (see below). The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Change Scope
|| To set the ''[[Glossary|change]]'' scope.This is typically used for statistic reasons. ||The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Service impact Capacity impact Security impact Cost estimation Performance impact
|| These fields are the ''[[Glossary|change]]'' assessment elements. The values given will influence the Change Category value. ||The classification information initially provided (number and content of fields) as well as the rules to influence the Change Category can be changed.

|-
| ''Prioritisation & Planning'' || Required Solution Date || To provide the date of ''[[Glossary|change]]'' implementation required by the Requester. ||

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|change]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To provide the date of ''[[Glossary|change]] ''implementation forecasted. ||

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To set the forecasted resolution date and time for the ''[[Glossary|change]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising team. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis".

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|change]]'' is assigned for analysis and/or implementation. ||This is set by the service manager and mandatory from the Ticket Op Status "Approval Requested".

|-
| ''Ownership and Groups'' || Owner || To define who is the ''[[Glossary|change]]'' owner who should monitor the lifecycle of the ''[[Glossary|change]]''. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis". He/she can be changed by the service manager and the Owner him/herseilf.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Analysis || To provide a detailed analysis of the assessment of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Solution || To describe the required implementation for the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide helpful comments. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|}

Fields can be mandatory to save the ''[[Glossary|change]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Change owner !! Technical team !! Service manager !! Change authority

|-
| Changes completed || ''[[Glossary|Changes]]'' in statuses "Completed", "In Review". || X || || || ||

|-
| Changes requested || ''[[Glossary|Changes]]'' in status "Requested". || ||
|| ||X ||

|-
| Changes owned || ''[[Glossary|Changes]] ''in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Owner is the logged ''[[Glossary|resource]].'' || || X || || ||

|-
| Changes routed to my team || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || || || X || ||

|-
| Changes assigned to me || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || ||
|| X || ||

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended". || || X
|| ||X ||

|-
| Changes to review || ''[[Glossary|Changes]]'' in status "Completed" where Change Type is "Emergency" or where Change Type is "Normal" and Change Category" Significant". || || X
|| ||X ||

|-
| Changes to authorize for implementation || ''[[Glossary|Changes]]'' in status "Implementation Approval Requested". || || || || ||X

|-
| Changes to authorize for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approval Requested". || ||
|| || ||X

|-
| Changes evaluated by Change Authority || ''[[Glossary|Changes]]'' in status "Approved" or "Not Approved". || || X
|| || X
||

|-
| Changes approved for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approved". || || X
|| || X
||

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Change''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Changes active || ''[[Glossary|Changes]] ''in all the statuses but "Cancelled", "Aborted", "Suspended", "Closed"

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended

|-
| Changes closed || ''[[Glossary|Changes]]'' in status "Closed"

|-
| Changes cancelled || ''[[Glossary|Changes]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|change]] ''is requested || Service manager || Alert that there is a ''[[Glossary|change]]'' to manage.

|-
|A ''[[Glossary|change]] ''is assigned a owner || Change owner || Alert that the ''[[Glossary|change]]'' was assigned to him/her.

|-
|A ''[[Glossary|solution group]] ''is assigned or changed for the ''[[Glossary|change]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there are resource(s) to allocate to manage the ''[[Glossary|change]]''.

|-
|A ''[[Glossary|change]] ''review shall be executed (the ''[[Glossary|change]]'' is in ''[[Glossary|workflow status]]'' "Change Review") || Change owner, service manager || Alert that a ''[[Glossary|change]]'' review is to be done.

|-
|A ''[[Glossary|change]] ''is completed || The ''[[Glossary|change]] ''creator, the requester || Alert that the ''[[Glossary|change]] ''is implemented.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|A ''[[Glossary|change]] ''is suspended || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]] ''is suspended.

|-
|An ''[[Glossary|change ]]''is closed || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been closed.

|-
|A ''[[Glossary|change]] ''is cancelled || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been cancelled.

|-
|A ''[[Glossary|change]] ''implementation approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' implementation request has to be examined.

|-
|A ''[[Glossary|change]] ''implementation approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' implementation request.

|-
|A ''[[Glossary|change]] ''deployment approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' deployment request has to be examined.

|-
|A ''[[Glossary|change]] ''deployment approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' deployment request.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|change management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Change/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Change per category - trend || An histogram showing the ''[[Glossary|change]]'' volumes per category monthly trend. || Service managers and technical team members.

|-
|Change per category - volume || A pie containing the split of ''[[Glossary|changes]]'' per category. || Service managers and technical team members.

|-
|Change per service - trend || An histogram showing the ''[[Glossary|change]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service managers and technical team members.

|-
|Change per service - volume || A pie containing the split of ''[[Glossary|changes]] ''per ''[[Glossary|service]]''. || Service managers and technical team members.

|-
|Change per service/category - volume || An histogram showing the ''[[Glossary|changes]]'' volume per ''[[Glossary|service]]'' and category. || Service managers and technical team members.

|-
|Change - analysis time || A pie showing the percentage of ''[[Glossary|changes]] ''respecting the target defined for the "Analysis time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "In Analysis" ''[[Glossary|workflow status]]''. || Service managers and technical team members.

|}
<nowiki>*</nowiki> "Analysis time" is defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|changes]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|change management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|change]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create and request a new ''[[Glossary|change]] ''as a final user ===
# Login as "finaluser" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Change" as ''[[Glossary|self service request]] ''(this determines the creation of a new ''[[Glossary|change]]'')
# Fill the ''[[Glossary|change]]'' form, at least with mandatory fields, and save with the '''SAVE''' command (the ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "Opened")
# Set the ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" with the '''SAVE & NEXT''' command
You have now saved the ''[[Glossary|change]]'', take note of the ''[[Glossary|ticket]]'' number for further reference and use.

=== Assign a ''[[Glossary|change]]'' for analysis as a service manager ===
#Login as "servicemanager"
# Open the the desired ''[[Glossary|change]]''; you can do it quickly either by
#* Access the "Changes Requested" ''[[Glossary|view]]'' in the ''Tickets'' area of the home page and pick a ''[[Glossary|change]] ''
#* Access the '''''Change/Changes active '''''menu and pick a ''[[Glossary|chanve]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
#* Insert the reference number of a ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Assign the key roles
#* Fill the ''[[Glossary|change]] ''form with Owner, Solution Group and, may be, Master Solution Group, Ticket Worker,
#* Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
The ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "In Analysis".[[Incident Management|<nowiki/>]]<nowiki/>

Change Management

2016-05-09T13:20:28Z

Andreas.munteanu: /* Services */

''[[Glossary|Change Management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|change management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the effective and efficient execution of ''[[Glossary|changes]]''. At the core of the process configuration is the following operational model.
[[File:Change Management Operational Model v1.0.JPG|centre|thumb|800x800px|Change Management operational model]]
The requester, an authorized ''[[Glossary|client]]'', service manager, member of the ''[[Glossary|service desk]]'' or technical team or n related process (such as [[Glossary|''Incident Management'']] or ''[[Glossary|Problem Management]]'') requires to open a ''[[Glossary|Request for Change]]'' (RfC). The service manager takes in charge it and assigns an owner who coordinates all the tasks needed to fulfil the ''[[Glossary|change]]''. The owner requests the ''[[Glossary|change]]'' authorization to the ''[[Glossary|change authority]]'', if needed. As appropriate, technical team members may directly implement and deploy the ''[[Glossary|change]]'' or make it through the ''[[Glossary|Release Management]]'' process and later the ''[[Glossary|Depolyment Change]]''.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|requests for change]]'' on behalf of himself/herself or for a third party
|| This role is mapped on:
* a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Requester". The login identifier of this ''[[Glossary|user]] ''is "FinalUser";
* service manager (see after);
* service desk members (system ''[[Glossary|resources]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource"; the login identifier of this ''[[Glossary|user]] ''is "SDSpecialist";
* technical team members (see after).

|-
| Change owner ||
* Requires ''[[Glossary|change]]'' approval to the change authority after its assessment is completed
* Assign tasks to be performed to complete the ''[[Glossary|change]]''
* Watches over and monitors the ''[[Glossary|change]] ''along all its life cycle ensuring target service levels are achieved
* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Checks the implementation and sets the ''[[Glossary|change]] ''to to completed
* Closes the ''[[Glossary|change]] ''after completing the final checks
|| Role assigned by the service manager to himself/herself or to a technical team member.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|change]] ''(e.g. conducting the assessment or designing/implementing it)

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification about the assignment of the ''[[Glossary|change]] ''to his/her team in order to implement it
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his/her team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! ''[[Glossary|Group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Takes in charge and assigns the change owner
* Monitors how the ''[[Get started with itmSUITE®|changes]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.

|-
| Change authority ||
* Approves the ''[[Glossary|change]]'' implementation
* Approves the ''[[Glossary|change]]'' deployment
|| This role is mapped based on the required authorization and ''[[Glossary|change]]'' classification.

For ''[[Glossary|change]]'' implementation authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Service manager

|-
|"Normal" || "Significant" || CAB

|-
|"Standard" || || Change owner

|}
The CAB is mapped on a ''[[Glossary|group]]'': "CAB".

For ''[[Glossary|change]]'' deployment authorization:
{| class="wikitable"
! Change Type !! ''Change Category '' !! ''Change authority''

|-
|"Emergency" || || Service manager

|-
|"Normal" || "Minor" || Change owner

|-
|"Normal" || "Significant" || Service manager

|-
|"Standard" || || Change owner

|}

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|changes]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|change management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Personal Computers" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Peripherals" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Personal Devices" || "Telephony" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Network" || "Networking Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|-
| "Technical Services" || "Server Management" || "Change" (open a ''[[Glossary|change]]'') ||Requesters

|}

A ''[[Glossary|change]]'' may also be automatically opened during the execution of other processes by the ''[[Glossary|resources]]'' dealing with them.

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|change management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (1 of 3).]]
[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (2 of 3).]]
[[File:Change management Operational Model 3 of 3 v1.0 .jpg|centre|thumb|800x800px|Change management process (3 of 3).]]
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when a ''[[Glossary|change]]'' is created.

|-
| "Opened" || The ''[[Glossary|change]]'' has been recorded.

|-
| "Requested" || The ''[[Glossary|change]]'' is confirmed and has been requested (it is a ''[[Glossary|request for change]]'').

|-
| "In Analysis" || The ''[[Glossary|change]]'' assessment and planning is ongoing.

|-
| "Implementation Approval Requested" || The ''[[Glossary|change]]'' approval request for implementation is submitted to the change authority.

|-
| "Approved" || The ''[[Glossary|change]]'' is approved for implementation.

|-
| "Not Approved" || The ''[[Glossary|change]]'' is not approved for implementation.

|-
| "In Progress" || The ''[[Glossary|change]]'' implementation is ongoing.

|-
| "Ready for Test" || The ''[[Glossary|change]]'' is ready for testing.

|-
| "In Test" || The ''[[Glossary|change]]'' testing is ongoing.

|-
| "Deployment Approval Requested" || The ''[[Glossary|change]]'' approval request for deployment is submitted to the change authority.

|-
| "Deployment Approved" || The ''[[Glossary|change]]'' is approved for deployment.

|-
| "Completed" || The ''[[Glossary|change]]'' is completed.

|-
| "Change Review" || The ''[[Glossary|change]]'' review is ongoing.

|-
| "Cancelled" || The ''[[Glossary|change]] ''is not confirmed and, therefore, cancelled.

|-
| "Suspended" || The ''[[Glossary|change]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.

|-
| "Aborted" || The ''[[Glossary|change]]'' execution is aborted.

|-
| "Closed" || The ''[[Glossary|change]] ''closure has been confirmed.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "Requested" || Requester, service manager. ||

|-
| "Opened" || "Cancelled" || Requester, service manager. ||

|-
| "Requested" || "Opened" || Requester, service manager.. ||

|-
| "Requested" || "Cancelled" || Requester, service manager, chabge owner. ||

|-
| "Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Aborted" || Service manager, change owner. ||

|-
| "In Analysis" || "Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Approval Requested" || Service manager, change owner. ||

|-
| "In Analysis" || "Cancelled" || Service manager, change owner. ||

|-
| "Approval Requested" || "Approved" || Change authority. ||Depending on ''[[Glossary|change]]'' classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "Not Approved" || Change authority. ||Depending on ''[[Glossary|change]] ''classification (see [[DChange Management|roles]] for more details).

|-
| "Approval Requested" || "In Analysis" || Service manager, change owner. ||

|-
| "Not Approved" || "Cancelled" || Service manager, change owner. ||

|-
| "Approved" || "In Progress" || Service manager, change owner, technical team member. ||

|-
| "Approved" || "Suspended" || Service manager, change owner. ||

|-
| "Approved" || "Aborted" || Service manager, change owner. ||

|-
| "Suspended" || "In Progress" || Service manager, change owner. ||

|-
| "In progress" || "Suspended" || Service manager, change owner. ||

|-
| "In progress" || "Aborted" || Service manager, change owner. ||

|-
| "In progress" || "Ready for Test" || Service manager, change owner, technical team member ||

|-
| "In progress" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "In progress" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In progress" || "Completed" || Service manager, change owner. ||Only for ''[[Glossary|changes]]'' with Change Type "Standard" or with Change Type "Normal" and Change Category "Minor".

|-
| "Ready for Test" || "In Test" || Service manager, change owner, technical team member. ||

|-
| "Ready for Test" || "Suspended" || Service manager, change owner. ||

|-
| "Ready for Test" || "Aborted" || Service manager, change owner. ||

|-
| "In Test" || "Deployment Approval Requested" || Service manager, change owner. ||

|-
| "In Test" || "Suspended" || Service manager, change owner. ||

|-
| "In Test" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Deployment Approved" || Change authority. ||

|-
| "Deployment Approval Requested" || "Suspended" || Service manager, change owner. ||

|-
| "Deployment Approval Requested" || "Aborted" || Service manager, change owner. ||

|-
| "Deployment Approved" || "Completed" || Service manager, change owner. ||

|-
| "Completed" || "Change Review" || Service manager, change owner. ||

|-
| "Completed" || "Closed" || Service manager, change owner. ||Not allowed for ''[[Glossary|changes]]'' with Change Type "Emergency" and Change Type "Normal" and Change Category "Significant"

|-
| "Change review" || "Closed" || Service manager, change owner. ||

|-
| "Not Approved" || "In Analysis" || Service manager, change owner. ||

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|change management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the ''[[Glossary|change]]'' and, in particular, the sub tab ''Tickets'' of it allows to view all the existing relationships between the ''[[Glossary|change]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Incident management ====
It is possible to create a ''[[Glossary|change]]'' from the ''[[Incident Management#Problem management|incident management]]'' process or to relate an existing ''[[Glossary|change]]'' to an ''[[Glossary|incident]]'' and vice versa.The ''[[Glossary|change]]'' usually implements the resolution of an ''[[Glossary|incident]]''.

==== Problem management ====
It is possible to create a ''[[Glossary|change]] ''from the ''[[Incident Management#Problem management|problem management]] ''process or to relate an existing ''[[Glossary|change]] ''to a ''[[Glossary|problem]] ''and vice versa.The ''[[Glossary|change]] ''usually implements the resolution of a ''[[Glossary|problem]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|change]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include one or more ''[[Glossary|changes]].'' The relationship between a ''[[Glossary|release]]'' and and [[Glossary|change]] can be created from the ''[[Glossary|change]]'' but is is more frequently created working from the ''[[Glossary|release]]''. In any case, the relation from the ''[[Glossary|change]]'' can be created from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|change]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! [[Change]] domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|change]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|change]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || To show the ''[[Glossary|SRCS]]''[[Glossary| ''request'']] invoked
||

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|change]]''. ||Always visible.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has requested the ''[[Glossary|change]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|change]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|change]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|change]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|change]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|change]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Chage Area Change Objective Change Type Change Category
|| To set the ''[[Glossary|change]]'' key classification information.This is used for statistic reasons but the Change Category may also be configured to drive the ''[[Glossary|change]]'' authorization. ||Change Area, Change Objective and Change Type are independent fields. Change Category is available only if Change Type is set to "Normal": In such a case, its value is influenced by the ''[[Glossary|change]]'' assessment fields (see below). The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Change Scope
|| To set the ''[[Glossary|change]]'' scope.This is typically used for statistic reasons. ||The classification information initially provided can be changed.

|-
| ''Ticket Classification'' || Service impact Capacity impact Security impact Cost estimation Performance impact
|| These fields are the ''[[Glossary|change]]'' assessment elements. The values given will influence the Change Category value. ||The classification information initially provided (number and content of fields) as well as the rules to influence the Change Category can be changed.

|-
| ''Prioritisation & Planning'' || Required Solution Date || To provide the date of ''[[Glossary|change]]'' implementation required by the Requester. ||

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|change]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To provide the date of ''[[Glossary|change]] ''implementation forecasted. ||

|-
| ''Prioritisation & Planning'' || Forecasted Solution Date || To set the forecasted resolution date and time for the ''[[Glossary|change]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising team. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis".

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|change]]'' is assigned for analysis and/or implementation. ||This is set by the service manager and mandatory from the Ticket Op Status "Approval Requested".

|-
| ''Ownership and Groups'' || Owner || To define who is the ''[[Glossary|change]]'' owner who should monitor the lifecycle of the ''[[Glossary|change]]''. ||This is set by the service manager and mandatory from the Ticket Op Status "In Analysis". He/she can be changed by the service manager and the Owner him/herseilf.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Analysis || To provide a detailed analysis of the assessment of the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Solution || To describe the required implementation for the ''[[Glossary|change]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide helpful comments. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|}

Fields can be mandatory to save the ''[[Glossary|change]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Change owner !! Technical team !! Service manager !! Change authority

|-
| Changes completed || ''[[Glossary|Changes]]'' in statuses "Completed", "In Review". || X || || || ||

|-
| Changes requested || ''[[Glossary|Changes]]'' in status "Requested". || ||
|| ||X ||

|-
| Changes owned || ''[[Glossary|Changes]] ''in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Owner is the logged ''[[Glossary|resource]].'' || || X || || ||

|-
| Changes routed to my team || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || || || X || ||

|-
| Changes assigned to me || ''[[Glossary|Changes]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || ||
|| X || ||

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended". || || X
|| ||X ||

|-
| Changes to review || ''[[Glossary|Changes]]'' in status "Completed" where Change Type is "Emergency" or where Change Type is "Normal" and Change Category" Significant". || || X
|| ||X ||

|-
| Changes to authorize for implementation || ''[[Glossary|Changes]]'' in status "Implementation Approval Requested". || || || || ||X

|-
| Changes to authorize for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approval Requested". || ||
|| || ||X

|-
| Changes evaluated by Change Authority || ''[[Glossary|Changes]]'' in status "Approved" or "Not Approved". || || X
|| || X
||

|-
| Changes approved for deployment || ''[[Glossary|Changes]]'' in status "Deployment Approved". || || X
|| || X
||

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Change''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Changes active || ''[[Glossary|Changes]] ''in all the statuses but "Cancelled", "Aborted", "Suspended", "Closed"

|-
| Changes suspended || ''[[Glossary|Changes]]'' in status "Suspended

|-
| Changes closed || ''[[Glossary|Changes]]'' in status "Closed"

|-
| Changes cancelled || ''[[Glossary|Changes]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|change]] ''is requested || Service manager || Alert that there is a ''[[Glossary|change]]'' to manage.

|-
|A ''[[Glossary|change]] ''is assigned a owner || Change owner || Alert that the ''[[Glossary|change]]'' was assigned to him/her.

|-
|A ''[[Glossary|solution group]] ''is assigned or changed for the ''[[Glossary|change]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there are resource(s) to allocate to manage the ''[[Glossary|change]]''.

|-
|A ''[[Glossary|change]] ''review shall be executed (the ''[[Glossary|change]]'' is in ''[[Glossary|workflow status]]'' "Change Review") || Change owner, service manager || Alert that a ''[[Glossary|change]]'' review is to be done.

|-
|A ''[[Glossary|change]] ''is completed || The ''[[Glossary|change]] ''creator, the requester || Alert that the ''[[Glossary|change]] ''is implemented.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|A ''[[Glossary|change]] ''is suspended || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]] ''is suspended.

|-
|An ''[[Glossary|change ]]''is closed || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been closed.

|-
|A ''[[Glossary|change]] ''is cancelled || The ''[[Glossary|change]] ''creator, the requester, the service manager, the change owner || Alert that the ''[[Glossary|change]]'' has been cancelled.

|-
|A ''[[Glossary|change]] ''implementation approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' implementation request has to be examined.

|-
|A ''[[Glossary|change]] ''implementation approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' implementation request.

|-
|A ''[[Glossary|change]] ''deployment approval has been requested || Change authority || Alert that a ''[[Glossary|change]]'' deployment request has to be examined.

|-
|A ''[[Glossary|change]] ''deployment approval request has been examined || Change owner, service manager || Alert that the change authority has given a feedback on a ''[[Glossary|change]]'' deployment request.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|change management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Change/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Change per category - trend || An histogram showing the ''[[Glossary|change]]'' volumes per category monthly trend. || Service managers and technical team members.

|-
|Change per category - volume || A pie containing the split of ''[[Glossary|changes]]'' per category. || Service managers and technical team members.

|-
|Change per service - trend || An histogram showing the ''[[Glossary|change]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service managers and technical team members.

|-
|Change per service - volume || A pie containing the split of ''[[Glossary|changes]] ''per ''[[Glossary|service]]''. || Service managers and technical team members.

|-
|Change per service/category - volume || An histogram showing the ''[[Glossary|changes]]'' volume per ''[[Glossary|service]]'' and category. || Service managers and technical team members.

|-
|Change - analysis time || A pie showing the percentage of ''[[Glossary|changes]] ''respecting the target defined for the "Analysis time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "In Analysis" ''[[Glossary|workflow status]]''. || Service managers and technical team members.

|}
<nowiki>*</nowiki> "Analysis time" is defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|changes]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|change management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|change]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create and request a new ''[[Glossary|change]] ''as a final user ===
# Login as "finaluser" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Change" as ''[[Glossary|self service request]] ''(this determines the creation of a new ''[[Glossary|change]]'')
# Fill the ''[[Glossary|change]]'' form, at least with mandatory fields, and save with the '''SAVE''' command (the ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "Opened")
# Set the ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" with the '''SAVE & NEXT''' command
You have now saved the ''[[Glossary|change]]'', take note of the ''[[Glossary|ticket]]'' number for further reference and use.

=== Assign a ''[[Glossary|change]]'' for analysis as a service manager ===
#Login as "servicemanager"
# Open the the desired ''[[Glossary|change]]''; you can do it quickly either by
#* Access the "Changes Requested" ''[[Glossary|view]]'' in the ''Tickets'' area of the home page and pick a ''[[Glossary|change]] ''
#* Access the '''''Change/Changes active '''''menu and pick a ''[[Glossary|chanve]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
#* Insert the reference number of a ''[[Glossary|change]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Assign the key roles
#* Fill the ''[[Glossary|change]] ''form with Owner, Solution Group and, may be, Master Solution Group, Ticket Worker,
#* Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
The ''[[Glossary|change]]'' is now in ''[[Glossary|workflow status]]'' "In Analysis".[[Incident Management|<nowiki/>]]<nowiki/>

File:Explore Workflow IM v1.0.JPG

2016-01-20T17:03:20Z

Andreas.munteanu: Andreas.munteanu uploaded a new version of File:Explore Workflow IM v1.0.JPG

[[Category:Workflow]]

Workflow fields configuration

2016-01-05T17:06:15Z

Andreas.munteanu:

This page contains detailed information on the configuration of ''[[glossary|workflow fields]]''.

== Predefined workflow fields configuration ==
The following table, provides details for the configuration of predefined'' [[glossary|workflow fields]]''.

{| class="wikitable"
! Field !! Description !! Manageable properties

|-
|TBC || TBC || TBC

|}

== Custom workflow fields configuration ==
The following table provides details for the configuration of custom'' [[glossary|workflow fields]]''. Each created custom'' [[glossary|workflow field]]'' shall have a Type and Subtype. Based on them some parameters are available for configuration. Parameters which are available for more than a Type and Subtype are explained below the table. Any custom workflow field shall be identified by a Name. However the Name is not a unique identifier so more than a custom'' [[glossary|workflow field]]'' may have the same one.

Custom'' [[glossary|workflow fields]]'' can be managed in '''''General/Workflow/Custom Fields''''' or in specific ''workflows'' ''Custom Fields'' which is a sub tab located in ''Fields'' tab.

The height (so number of lines for multi line fields) and width of ''[[glossary|workflow fields]]'' in defined in ''[[glossary|workflow forms]]'' (see [[Workflow configuration steps - Form|Form]] in [[Workflow engine configuration|Workflow Engine Configuration]]).

{| class="wikitable sortable"
! Type !! Subtype !! Description !! Parameters

|-
|"Check Box" || Not available || A check box. Source Data is used to define the available values to check. || Source Data
Use In Filter

|-
|"CMS View" || Not available || || Source Data
Use In Filter

|-
|"Command Button" || "Action Execution" || A button field used to active a [[glossary|Action]].
|| Source Data
Use In Filter

|-
|"Date" || Date

|| A field to set a calendar date (dd-mm-yyyy).
|| Source Data
Use In Filter

|-
|"Date" || Time

|| A field to set a time (hh:mm).
|| Source Data
Use In Filter

|-
|"Date" || Datetime

|| A field to set a date and time (dd-mm-yyyy hh:mm)
|| Source Data
Use In Filter

|-
|"Dependent" || Not available ||
|| Source Data
Use In Filter

|-
|"Drop down" || "Plain" || || Source Data
Use In Filter

|-
|"Drop down" || "Tuple" || || Source Data
Use In Filter

|-
|"Number" || "Number" || A single line number field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Number" || "Currency" || A single line currency field. The field is plain, cannot be contain a text and take the currency setting.
|| Source Data
Use In Filter

|-
|"Number" || "Percentage" || A single line percentage field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Radio Box" || Not available || || Source Data
Use In Filter

|-
|"Text" || "Single Line" || A single line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Multi Line" || A multi line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Rich Text" || A multi line text field. Text can be formatted (e.g. coloured, underlined). || Use In Filter

|}
Source Data

Source Data allows to configure the source data available for the custom ''[[glossary|workflow field]]''. These are a set of records which shall be provided to the system. When choosing a source of data for the field it is possible to select it from the list of available ''[[glossary|data sources]]'' or creating a new one. ''[[glossary|Data sources]]'' can be created when editing custom'' [[glossary|workflow fields]]'' or with '''''General/Workflow/Source Data''''' functionality.

''[[glossary|Data sources]]'' can be simple lists or multi level structure. The Type field of the ''[[glossary|data source]]'' allows to choose between "Plain" (simple list) and "Tuple" (multi level data) values. If "Tuple" is selected, the field Levels allows to choose the number of levels of the multi level data structure. The allowed are "1", "2" or "3", corresponding to the levels of the data structure. Once the ''[[glossary|data source]]'' is saved, its ''Records'' tab allows to populate it with its records of information. The behavior depends on the previous selections. If multi level was selected, the system allows to manage a tree structure for the defined number of levels. To add data, point the mouse on the element you want to change and click with the right button of the mouse. The '''Add New''' command will appear enabling to access the management screen. To update a record click on it to show the ''Update Source Data'' screen, as shown in the picture below, from where you can edit the selected records.[[File:Workflow data source configuration.JPG|none|thumb|850x850px|Data sources records management]]
In the previous screen it is also possible to view other configuration available for ''[[glossary|data sources]]'' of Type "Tuple":

{| class="wikitable"
! Field !! Description !! Comment

|-
|Name || This is the content (value) of the ''[[Glossary|data source]]'' record. ||

|-
|Default || This flag defines the default records for the ''[[glossary|data source]]''. ||

|-
|Status || This field defines the status of the ''[[Glossary|data source]]'' record. If set to "Active", the record will be visible. If set to "Inactive" the record will be hidden. ||

|-
|Reset STD tuple to default || TBC. ||

|-
|Solution Group || The ''[[glossary|data source]]'' can be used to drive the predefined'' [[glossary|workflow field]]'' . This means influencing either its value or the list of possible values for it. || In a ''[[glossary|workflow form]]'' there can be one or more ''[[glossary|workflow fields]]'' influencing the value of the Solution Group which is finally updated according to the last one changed.

|}

'''NOTE''': the ''[[glossary|data source]]'' can be used in different custom ''[[glossary|workflow]]''[[glossary| ''fields'']]. If multi level, the name appearing for each level shall be defined in the custom ''[[glossary|workflow field]]''.

Use In Filter

If set, this parameter makes available the custom ''[[glossary|workflow field]]'' in ''[[glossary|filters]]'' and ''[[glossary|views]]''.

=== Data source management ===

Workflow fields configuration

2016-01-05T16:47:51Z

Andreas.munteanu:

This page contains detailed information on the configuration of ''[[glossary|workflow fields]]''.

== Predefined workflow fields configuration ==
The following table, provides details for the configuration of predefined'' [[glossary|workflow fields]]''.

{| class="wikitable"
! Field !! Description !! Manageable properties

|-
|TBC || TBC || TBC

|}

== Custom workflow fields configuration ==
The following table provides details for the configuration of custom'' [[glossary|workflow fields]]''. Each created custom'' [[glossary|workflow field]]'' shall have a Type and Subtype. Based on them some parameters are available for configuration. Parameters which are available for more than a Type and Subtype are explained below the table. Any custom workflow field shall be identified by a Name. However the Name is not a unique identifier so more than a custom'' [[glossary|workflow field]]'' may have the same one.

Custom'' [[glossary|workflow fields]]'' can be managed in '''''General/Workflow/Custom Fields''''' or in specific ''workflows'' ''Custom Fields'' which is a sub tab located in ''Fields'' tab.

The height (so number of lines for multi line fields) and width of ''[[glossary|workflow fields]]'' in defined in ''[[glossary|workflow forms]]'' (see [[Workflow configuration steps - Form|Form]] in [[Workflow engine configuration|Workflow Engine Configuration]]).

{| class="wikitable sortable"
! Type !! Subtype !! Description !! Parameters

|-
|"Check Box" || Not available || A check box. Source Data is used to define the available values to check. || Source Data
Use In Filter

|-
|"CMS View" || Not available || || Source Data
Use In Filter

|-
|"Command Button" || "Action Execution" || A button field used to active a determinate [[glossary|Action]].
|| Source Data
Use In Filter

|-
|"Date" || Date

|| || Source Data
Use In Filter

|-
|"Date" || Time

|| || Source Data
Use In Filter

|-
|"Date" || Datetime

|| || Source Data
Use In Filter

|-
|"Dependent" || Not available || A drop list. Source Datais used to define the available values in the drop list.
|| Source Data
Use In Filter

|-
|"Drop down" || "Plain" || || Source Data
Use In Filter

|-
|"Drop down" || "Tuple" || || Source Data
Use In Filter

|-
|"Number" || "Number" || || Source Data
Use In Filter

|-
|"Number" || "Currency" || || Source Data
Use In Filter

|-
|"Number" || "Percentage" || || Source Data
Use In Filter

|-
|"Radio Box" || "Number" || || Source Data
Use In Filter

|-
|"Text" || "Single Line" || A single line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Multi Line" || A multi line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Rich Text" || A multi line text field. Text can be formatted (e.g. coloured, underlined). || Use In Filter

|}
Source Data

Source Data allows to configure the source data available for the custom ''[[glossary|workflow field]]''. These are a set of records which shall be provided to the system. When choosing a source of data for the field it is possible to select it from the list of available ''[[glossary|data sources]]'' or creating a new one. ''[[glossary|Data sources]]'' can be created when editing custom'' [[glossary|workflow fields]]'' or with '''''General/Workflow/Source Data''''' functionality.

''[[glossary|Data sources]]'' can be simple lists or multi level structure. The Type field of the ''[[glossary|data source]]'' allows to choose between "Plain" (simple list) and "Tuple" (multi level data) values. If "Tuple" is selected, the field Levels allows to choose the number of levels of the multi level data structure. The allowed are "1", "2" or "3", corresponding to the levels of the data structure. Once the ''[[glossary|data source]]'' is saved, its ''Records'' tab allows to populate it with its records of information. The behavior depends on the previous selections. If multi level was selected, the system allows to manage a tree structure for the defined number of levels. To add data, point the mouse on the element you want to change and click with the right button of the mouse. The '''Add New''' command will appear enabling to access the management screen. To update a record click on it to show the ''Update Source Data'' screen, as shown in the picture below, from where you can edit the selected records.[[File:Workflow data source configuration.JPG|none|thumb|850x850px|Data sources records management]]
In the previous screen it is also possible to view other configuration available for ''[[glossary|data sources]]'' of Type "Tuple":

{| class="wikitable"
! Field !! Description !! Comment

|-
|Name || This is the content (value) of the ''[[Glossary|data source]]'' record. ||

|-
|Default || This flag defines the default records for the ''[[glossary|data source]]''. ||

|-
|Status || This field defines the status of the ''[[Glossary|data source]]'' record. If set to "Active", the record will be visible. If set to "Inactive" the record will be hidden. ||

|-
|Reset STD tuple to default || TBC. ||

|-
|Solution Group || The ''[[glossary|data source]]'' can be used to drive the predefined'' [[glossary|workflow field]]'' . This means influencing either its value or the list of possible values for it. || In a ''[[glossary|workflow form]]'' there can be one or more ''[[glossary|workflow fields]]'' influencing the value of the Solution Group which is finally updated according to the last one changed.

|}

'''NOTE''': the ''[[glossary|data source]]'' can be used in different custom ''[[glossary|workflow]]''[[glossary| ''fields'']]. If multi level, the name appearing for each level shall be defined in the custom ''[[glossary|workflow field]]''.

Use In Filter

If set, this parameter makes available the custom ''[[glossary|workflow field]]'' in ''[[glossary|filters]]'' and ''[[glossary|views]]''.

=== Data source management ===

Workflow fields configuration

2016-01-05T16:39:58Z

Andreas.munteanu:

This page contains detailed information on the configuration of ''[[glossary|workflow fields]]''.

== Predefined workflow fields configuration ==
The following table, provides details for the configuration of predefined'' [[glossary|workflow fields]]''.

{| class="wikitable"
! Field !! Description !! Manageable properties

|-
|TBC || TBC || TBC

|}

== Custom workflow fields configuration ==
The following table provides details for the configuration of custom'' [[glossary|workflow fields]]''. Each created custom'' [[glossary|workflow field]]'' shall have a Type and Subtype. Based on them some parameters are available for configuration. Parameters which are available for more than a Type and Subtype are explained below the table. Any custom workflow field shall be identified by a Name. However the Name is not a unique identifier so more than a custom'' [[glossary|workflow field]]'' may have the same one.

Custom'' [[glossary|workflow fields]]'' can be managed in '''''General/Workflow/Custom Fields''''' or in specific ''workflows'' ''Custom Fields'' which is a sub tab located in ''Fields'' tab.

The height (so number of lines for multi line fields) and width of ''[[glossary|workflow fields]]'' in defined in ''[[glossary|workflow forms]]'' (see [[Workflow configuration steps - Form|Form]] in [[Workflow engine configuration|Workflow Engine Configuration]]).

{| class="wikitable sortable"
! Type !! Subtype !! Description !! Parameters

|-
|"Check Box" || Not available || A check box. Source Data is used to define the available values to check. || Source Data
Use In Filter

|-
|"CMS View" || Not available || || Source Data
Use In Filter

|-
|"Command Button" || "Action Execution" || A button field used to active a determinate [[glossary|Action]].
|| Source Data
Use In Filter

|-
|"Date" || Date
Time Datetime
|| || Source Data
Use In Filter

|-
|"Dependent" || Not available || A drop list. Source Datais used to define the available values in the drop list.
|| Source Data
Use In Filter

|-
|"Drop down" || "Plain" || || Source Data
Use In Filter

|-
|"Drop down" || "Tuple" || || Source Data
Use In Filter

|-
|"Number" || "Number" || || Source Data
Use In Filter

|-
|"Number" || "Currency" || || Source Data
Use In Filter

|-
|"Number" || "Percentage" || || Source Data
Use In Filter

|-
|"Radio Box" || "Number" || || Source Data
Use In Filter

|-
|"Text" || Not available || A single line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Multi Line" || A multi line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Rich Text" || A multi line text field. Text can be formatted (e.g. coloured, underlined). || Use In Filter

|}
Source Data

Source Data allows to configure the source data available for the custom ''[[glossary|workflow field]]''. These are a set of records which shall be provided to the system. When choosing a source of data for the field it is possible to select it from the list of available ''[[glossary|data sources]]'' or creating a new one. ''[[glossary|Data sources]]'' can be created when editing custom'' [[glossary|workflow fields]]'' or with '''''General/Workflow/Source Data''''' functionality.

''[[glossary|Data sources]]'' can be simple lists or multi level structure. The Type field of the ''[[glossary|data source]]'' allows to choose between "Plain" (simple list) and "Tuple" (multi level data) values. If "Tuple" is selected, the field Levels allows to choose the number of levels of the multi level data structure. The allowed are "1", "2" or "3", corresponding to the levels of the data structure. Once the ''[[glossary|data source]]'' is saved, its ''Records'' tab allows to populate it with its records of information. The behavior depends on the previous selections. If multi level was selected, the system allows to manage a tree structure for the defined number of levels. To add data, point the mouse on the element you want to change and click with the right button of the mouse. The '''Add New''' command will appear enabling to access the management screen. To update a record click on it to show the ''Update Source Data'' screen, as shown in the picture below, from where you can edit the selected records.[[File:Workflow data source configuration.JPG|none|thumb|850x850px|Data sources records management]]
In the previous screen it is also possible to view other configuration available for ''[[glossary|data sources]]'' of Type "Tuple":

{| class="wikitable"
! Field !! Description !! Comment

|-
|Name || This is the content (value) of the ''[[Glossary|data source]]'' record. ||

|-
|Default || This flag defines the default records for the ''[[glossary|data source]]''. ||

|-
|Status || This field defines the status of the ''[[Glossary|data source]]'' record. If set to "Active", the record will be visible. If set to "Inactive" the record will be hidden. ||

|-
|Reset STD tuple to default || TBC. ||

|-
|Solution Group || The ''[[glossary|data source]]'' can be used to drive the predefined'' [[glossary|workflow field]]'' . This means influencing either its value or the list of possible values for it. || In a ''[[glossary|workflow form]]'' there can be one or more ''[[glossary|workflow fields]]'' influencing the value of the Solution Group which is finally updated according to the last one changed.

|}

'''NOTE''': the ''[[glossary|data source]]'' can be used in different custom ''[[glossary|workflow]]''[[glossary| ''fields'']]. If multi level, the name appearing for each level shall be defined in the custom ''[[glossary|workflow field]]''.

Use In Filter

If set, this parameter makes available the custom ''[[glossary|workflow field]]'' in ''[[glossary|filters]]'' and ''[[glossary|views]]''.

=== Data source management ===

Discussione:Workflow configuration steps - Creation and basic settings

2015-11-10T18:24:32Z

Andreas.munteanu:

In quali stati devono essere i ticket per poter mettere il workflow in "Inactive"?

Per poter inattivare un WF tutti i ticket devono essere in stato: Closed o Canceled

-------------------------------------------------------

Il campo Description del workflow non è obbligatorio?

No, perchè non ha lo stesso valore come per i campi di tipo "Nome"
-------------------------------------------------------
Che cosa è il WF Sender? Dove si configura?

Le riporto l'RFC 16037

-------------------------------------------------------------------------------------

Che cosa è il Resource Allocation Mode For Transition Rule?

WF in stato Dinamico: quando viene associato una nuova risorsa a un progetto/servizio il WF automaticamente distribuisce alla risorsa i dovuti Grant.

WF in stato Statico: il sistema non distribuisce i Grant alla nuova risorsa, e bisogna farlo a mano (per una transizione di stato, portare la risorsa da destra a sinistra)

Discussione:Workflow configuration steps - Creation and basic settings

2015-11-10T18:23:45Z

Andreas.munteanu:

In quali stati devono essere i ticket per poter mettere il workflow in "Inactive"?
----------------------------------------------------------
Per poter inattivare un WF tutti i ticket devono essere in stato: Closed o Canceled

-------------------------------------------------------

Il campo Description del workflow non è obbligatorio?-----No, perchè non ha lo stesso valore come per i campi di tipo "Nome"
-------------------------------------------------------
Che cosa è il WF Sender? Dove si configura?----Le riporto l'RFC 16037

-------------------------------------------------------------------------------------

Che cosa è il Resource Allocation Mode For Transition Rule?

WF in stato Dinamico: quando viene associato una nuova risorsa a un progetto/servizio il WF automaticamente distribuisce alla risorsa i dovuti Grant.

WF in stato Statico: il sistema non distribuisce i Grant alla nuova risorsa, e bisogna farlo a mano (per una transizione di stato, portare la risorsa da destra a sinistra)

Discussione:Workflow configuration steps - Master data

2015-11-10T18:10:33Z

Andreas.munteanu:

Le workflow causal types non sembrano essere multi lingua. E' confermato?
--
Corretto, se non erro Renato sta portando avanti un'RFC per gestire tutti questi campi in multi lingua.

Discussione:Workflow configuration steps - Introduction

2015-11-10T17:56:51Z

Andreas.munteanu:

Come funziona il comando Change Status (sembra non chiedere il target status e poi funziona per più WF?). Comunque lo toglierei.

Il cambia stato mi risulta che funzioni.
Se non viene selezionato un WF ti esce un messaggio di errore:
"Operation performed with the following error(s):
No items selected"

Quando il target viene selezionato si rende visibile un campo con una drop list con cui cambiare lo stato del WF:
Comportamento simile a quello dei TS.

Known Error Management

2015-05-07T13:08:19Z

Andreas.munteanu: /* Views */

The ''[[Glossary|known error management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|known error management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the management of [[Glossary|known errors]] which provides a ''workaround'' to solve one or more ''[[Glossary|incidents]]''. At the core of the process configuration is the following operational model.

[[File:Known Error Management Operational Model v1.0.JPG|centre|thumb|500x500px|Known Error Management operational model]]

The technical teams member generate the ''[[Glossary|known error]]'' proposals which are examined by the KE authority who decides if thy are valuable solutions to be published to the ''[[Glossary|users]]''. The criteria usually to be met to accept and publish a ''[[Glossary|known error]]'' are usually the following:
* it is the best suitable applicable workaround;
* it is well written, according to the standard format and easy to understand;
* all side effects are identified and described.
However, each organization may define its own criteria.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Generally a member of a technical team, he/she opens ''[[Glossary|known errors]]'', usually starting from ''[[Glossary|incidents]]'' or ''[[Glossary|problems]]'', eventually including a proposal of ''[[Glossary|workaround]]''
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team and, therefore, requesters.

{| class="wikitable"
! Domain !! ''[[Glossary|Group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}
Additionally, the members of the ''[[Glossary|group]]'' "Service Desk" and, specifically, the ''[[Glossary|user]]'' "SDSpecialist" and the service managers is enabled to this role.

|-
| KE owner ||
* The KE owner follows the life cycle of the ''[[Glossary|known error]]''
* He/she completes or prepares the ''[[Glossary|workaround]]'' if not done by the requester
* He/she verifies that the ''[[Glossary|known error]]'' fulfils the acceptance criteria and submits it to the KE authority for approval
* He/she complete corrects it according to the KE authority suggestions
* Finally he/she closes the ''[[Glossary|known error]]'' if this is not automatically done (by the closure of the related ''[[Glossary|problem]]'')

|| Any requester may become KE owner. Usually, the ''[[Glossary|group manager]]'' assigns him/her.

|-
| KE authority ||
* Approves or rejects the proposals of ''[[Glossary|known errors]]''
|| The ''[[Glossary|group managers]]'' of the following ''[[Glossary|groups]]'', "Application Management", "Personal Management", "Network Management", "Server Management" are made part of "KE authority" ''[[Glossary|group]]''.

|-
| User
|| Searches for a published ''[[Glossary|known error]]'' and uses the associated ''[[Glossary|workaround]]''.
||All ''[[Glossary|users]]'' may play this role.

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|knonw errors]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|known error management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Known Error" (open a ''[[Glossary|known error]]'') ||Requesters.

|-
| "Personal Devices" || "Personal Computers" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Personal Devices" || "Peripherals" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Personal Devices" || "Telephony" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Network" || "Networking Management" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|-
| "Technical Services" || "Server Management" || "Known Error" (open a''[[Glossary|known error]]'') ||Requesters.

|}

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|known error management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.
[[File:Known Error Management Workflow v1.0.JPG|centre|thumb|800x800px|Known errors management process.]]
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when a ''[[Glossary|known error]]'' is created.

|-
| "Known Error Opened" || The ''[[Glossary|known error]]'' has been recorded and activities to deal with it started (e.g. defining a ''[[Glossary|workaround]]'').

|-
| "Known Error Requested" || The [[Glossary|known error]] is ready for KE authority to approve its publication.

|-
| "Cancelled" || The ''[[Glossary|known error]]'' has been cancelled. No more activities are possible.

|-
| "Known Error Published" || The ''[[Glossary|known error]]'' has been published and may be searched by ''[[Glossary|users]]''. This is the only status where it is searchable.

|-
| "Known Error Rejected" || The KE authority has rejected the publication of the ''[[Glossary|known error]]''.

|-
| "Known Error Unpublished" || The ''[[Glossary|known error]] ''is no longer published and can't be searched by ''[[Glossary|users]]''.

|-
| "Known Error Closed" || The ''[[Glossary|known error]] ''is closed.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Known Error Opened" || Requesters ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Known Error Opened" || "Known Error Requested" || KE owner ||The requester shall notify the KE owner.

|-
| "Known Error Opened" || "Cancelled" || Requesters or KE owner ||''[[Glossary|Problem management]]'' may cause this transition too (see [[#Related processes|related processes]]).

|-
| "Known Error Requested" || "Cancelled" || KE owner ||

|-
| "Known Error Requested" || "Known Error Published" || KE authority ||

|-
| "Known Error Requested" || "Known Error Rejected" || KE authority ||

|-
| "Known Error Rejected" || "Known Error Requested" || KE owner ||

|-
| "Known Error Published" || "Known Error Unpublished" || KE owner or ''[[Glossary|problem management]]'' ||

|-
| "Known Error Unpublished" || "Known Error Closed" || KE owner ||''[[Glossary|Problem management]] ''may cause this transition too (see [[#Related processes|related processes]]).

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|known error management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the request and, in particular, the sub tab ''Tickets'' of it allows to view all the existing between the ''[[Glossary|known error]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Incident management ====
It is possible to create a new ''[[Glossary|known error]]'' starting from an ''[[Glossary|incident]]''. The '''GENERATE KE''' command in the ''[[Glossary|incident]]'' allows to instantiate a ''[[Glossary|known error]]'' by copying some ''[[Glossary|incident]]'' information and by creating a relationship between the ''[[Glossary|known error]]'' and the generated ''[[Glossary|incident]]''.

==== Problem management ====
It is possible to create a new ''[[Glossary|known error]] ''starting from a ''[[Glossary|problem]]''. The '''GENERATE KE'''command in the ''[[Glossary|problem]] ''allows to instantiate a ''[[Glossary|known error]] ''by copying some ''[[Glossary|problem]] ''information and by creating a relationship between the ''[[Glossary|known error]] ''and the generated ''[[Glossary|problem]]''. However, the closure of the problem also determines some automatic transitions of the ''[[Glossary|known error]]'':
* if initial status is "Cancelled" no transition will be performed;
* if initial status is "Known Error Opened" the final status will be "Cancelled";
* for all other initial statuses, the final transition shall be "Known Error Closed".

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|known error]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').<nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|service requests]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! ''[[Glossary|Service requests]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|service request]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|known error]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || To show the ''[[Glossary|SRCS]]'' ''[[Glossary|request]]'' invoked.
||

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|known error]]''. ||Always visible, it can be managed according to ''[[Glossary|workflow status]]'' and organizational roles. This field is made visible to all the ''[[Glossary|users]]''.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has requested the ''[[Glossary|known error]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|known error]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|known error]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|service request]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|known error]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|known error]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''General Information'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''. ''This field is made visible to all the ''[[Glossary|users]]''.

|-
| ''General Information'' || Root Cause || A flag, showing if the ''[[Glossary|known error]]'' contains the root cause. ||This is automatically set if the Root Cause field is filled.

|-
| ''General Information'' || Workaround || A flag, showing if the ''[[Glossary|known error]] ''contains a ''[[Glossary|workaround]]''. ||This is automatically set if the Workaround field is filled.

|-
| ''Ownership and Groups'' || Master SG || To define the supervising and first line support team. ||The "Service Desk" is automatically set as ''[[Glossary|master solution group]] ''at open time'' ''and cannot be changed.

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|known error]]'' is assigned for analysis and/or fulfilment. ||The four predefined ''groups'' ("Application Management", "Personal Management", "Network Management" and "Server Management") are set to be visible. The ''[[Glossary|group]]'' is defined by the KE owner and may change during the'' [[Glossary|known error]]'' life cycle.

|-
| ''Ownership and Groups'' || Owner || To define the KE owner. ||The KE owner is usually set by the KE authority.

|-
| ''Ownership and Groups'' || Ticket Worker || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or find a ''[[Glossary|workaround]]''. ||The Ticket Worker may not be set. He/she is generally a member of the team defined in the Solution Group field. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the ''Ticket Activities'' tab.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Symptoms || To provide a description of the symptoms of the actual or potential ''[[Glossary|incident(s)]]'' or ''[[Glossary|problem(s)]]'' related to the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated. If generated from an ''[[Glossary|incident]]'' or a ''[[Glossary|problem]]'', their description is automatically copied here.

|-
| ''Ticket Details'' || Root Cause || To provide a description of the root cause of the actual or potential ''[[Glossary|incident(s)]]'' or ''[[Glossary|problem(s)]]'' of the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details''
|| Workaround || To provide a description of the applicable ''[[Glossary|workaround]]'' for the ''[[Glossary|known error]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details''
|| Published Workaround || To provide a description of the applicable ''[[Glossary|workaround]]'' aimed to be used by the ''[[Glossary|users]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated. This field is mandatory to transition to the "Known Error Requested" status. This field is made visible to all the ''[[Glossary|users]]''.
|}

Fields can be mandatory to save the ''[[Glossary|known errors]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk in the management form.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! KE owner !! KE authority !! ''[[Glossary|User]]''

|-
| Known Errors Opened || ''[[Glossary|Known errors]]'' in status "Known Error Opened". || X || X
|| ||

|-
| Known Errors Requested || ''[[Glossary|Known errors]] ''in status "Known Error Requested". || ||
|| X
||

|-
| Known Errors Rejected || ''[[Glossary|Known errors]] ''in status "Known Error Rejected". || || X
|| ||

|-
| Known Errors Unpublished || ''[[Glossary|Known errors]] ''in status "Known Error Unpublished". || || X
|| ||

|-
| Known Errors Published || ''[[Glossary|Known errors]] ''in status "Known Error Published". || ||
|| ||X

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Known Error''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Known errors active || ''[[Glossary|Known errors]]'' in all the statuses but "Cancelled" and "Known Error Closed".

|-
| Known errors published || ''[[Glossary|Known errors]]'' in status "Known Error Published"

|-
| Known errors closed || ''[[Glossary|Known errors]]'' in status "Known Error Closed"

|-
| Known errors cancelled || ''[[Glossary|Known errors]]'' in status "Known Error Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|known error]] ''is opened || KE authority || Alert that there is a new k''[[Glossary|nown error]]'' to manage and a KE owner to set.

|-
|A ''[[Glossary|known error]] ''is ready to be published (in status "Known Error Requested") || KE authority || Alert that there is a request to publish a ''[[Glossary|known error]]''.

|-
|A ''[[Glossary|known error]] ''publication request is successful || KE owner, requester || Alert that the ''[[Glossary|known error]] ''is published.

|-
|A ''[[Glossary|known error]] ''publication request is rejected || KE owner, requester || Alert that the publication request was rejected.

|-
|A ''[[Glossary|known error]]'' is cancelled || Requester || Alert that the ''[[Glossary|known error ]]''was cancelled.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|knowledge management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Service Request/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Known errors per service - volume || A pie containing the split of ''[[Glossary|knonw errors]]'' per service. || Service desk, KE authority.

|-
|Known errors per service - trend || An histogram showing the ''[[Glossary|known errors]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service desk, KE authority.

|-
|Known errors per service/status - volume || An histogram showing the ''[[Glossary|known errors]]'' volume per ''[[Glossary|service]]'' and status. || Service desk and technical team members.

|}

A basic form of reporting is also provided by ''[[Glossary|views]]. [[Glossary|Views]]'' basically allow to list ''[[Glossary|known errors]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|known error management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|known errort]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create a new ''[[Glossary|known error]] ''as a service desk member ===
# Login as "SDSSpecialist" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Known Error" as ''self service request ''(this determines the creation of a new ''[[Glossary|known error]]'')
#Fill the ''[[Glossary|known error]]'' form, at least with mandatory fields and save with the '''SAVE''' command
You have now saved the ''[[Glossary|known error]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.

=== Assign ''[[Glossary|known error]]'' owner ===
#Based on the service where you have created ''[[Glossary|known error]]'', login as ''[[Glossary|group]]''[[Glossary| ''manager'']] of the team in charge of it (see previous [[#services|services]] section), for example login as "AppManager" if you chose the service "itmCLOUD"
# Assign the KE owner by filling the Owner field (choose "AppSpecialist") and the team to which the ''[[Glossary|known error]]'' is assigned by filling the Solution Group (choose "Application Management")
# Save with the '''SAVE '''command
The ''[[Glossary|known error]]'' is now assigned an owner.

=== Define a ''[[Glossary|workaround]]'' and ask for publication ===
# Login as KE owner ("AppSpecialist" if you followed the steps before)
# Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and choose the "Known Errors Opened" ''view''
#* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
#* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update the ''[[Glossary|known error]]'' and fill the workaround and Published Workaround field
# Set the ''[[Glossary|known error]]'' to "Known Error Requested" status by
#* Pressing the '''SAVE & NEXT '''command
#* Choose the "Request Known Error Publication" ''[[Glossary|workflow transition]]''
#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE '''command
The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Requested".

=== Publish a [[Glossary|known error]] ===
# Login as a member of the KE authority (for example "AppManager")
# Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the''Tickets ''window of the home page and choose the "Known Errors Requested"''view''
#* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
#* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Set the ''[[Glossary|known error]] ''to "Known Error Published" status by
#* Pressing the '''SAVE & NEXT'''command
#* Choose the "Publish Known Error" ''[[Glossary|workflow transition]]''
#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE'''command
The ''[[Glossary|known error]] ''is now in ''[[Glossary|workflow status]] ''"Known Error Published".

=== Search a ''[[Glossary|known error]]'' as ''[[Glossary|user]]'' ===
# Login as "finaluser"
# Search a ''[[Glossary|known error]]''; you can do it quickly either by
#* Insert a search text in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Known Errors"
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page, choose "Known Errors Published" and browse/filter
#* Access the '''''Known Error/Known Errors published '''''menu and browse/filter
=== Close a ''[[Glossary|known error]]'' ===
# Login as KE owner ("AppSpecialist" if you followed the steps before)
# Open the the desired ''[[Glossary|known error]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and choose the "Known Errors Opened" ''view''
#* Access the '''''Known Error/Known Errors active '''''menu and pick among those listed
#* Insert the reference number in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Set the ''[[Glossary|known error]]'' to "Known Error Closed" status by
#* Pressing the '''SAVE & NEXT '''command
#* Choose the "Close Known Error" ''[[Glossary|workflow transition]]''
#* Fill the ''[[Glossary|known error]] ''form, if needed (because of missing mandatory fields), and save with the '''SAVE '''command
The ''[[Glossary|known error]]'' is now in ''[[Glossary|workflow status]] ''"Known Error Closed".

Request Fulfilment

2015-05-07T10:11:09Z

Andreas.munteanu: /* Views */

''[[Glossary|Request Fulfilment]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|request fulfilment]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the fulfilment of ''[[Glossary|service requests]]''. At the core of the process configuration is the following operational model.

[[File:Request Fulfilment Operational Model v1.0.JPG|centre|thumb|500x500px|Incident Management operational model]]

The requester requires to open a ''[[Glossary|service request]]'' by contacting the s''[[Glossary|ervice desk]]''. One of the members of the [[Glossary|s''ervice desk'']] takes the request in charge, becoming the owner of it, and starts to manage it. The owner may find able to fulfil the request and, therefore, may execute it and close it. Alternatively, the owner may not be able to fulfil it and may need to involve technical staff. In such a case, he/she will route to the technical staff the ''[[Glossary|service request]]'', still remaining accountable for it. In other words, the [[Glossary|service desk]] always acts as a single point of contact (SPOC) for the requester.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|service requests]]'' on behalf of himself/herself or for a third party

* Monitors the resolution of the ''[[Glossary|service requests]] ''
* Confirms that the ''[[Glossary|service request]]'' is closed
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]]'' "Requester". The login identifier of this ''[[Glossary|user]]'' is "FinalUser".

|-
| Service desk member ||
* Also known as First Line Support, it is the Single Point of Contact (SPOC) for the requester
* This group receives the notifications of all the ''[[glossary|service requests]]'' opened

* One of the members decides to deal with the ''[[glossary|service request]]'' and takes the request owner role

|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource". The login identifier of this ''[[Glossary|user]] ''is "SDSpecialist". The ''[[glossary|resource]]'' is also member of the "Service Desk" ''[[glossary|solution group]] ''which is set as ''[[Glossary|master solution group]]''.

|-
| Service desk manager ||
* Overviews and coordinates the [[Glossary|service desk]]
|| The role is assigned to the service desk member, ''[[Glossary|user]] ''"SDSpecialist", who is also member of the "Service Desk"''[[Glossary|solution group]] ''and is set as ''[[Glossary|solution group manager]]'' for it.

|-
| Request owner ||
* Role taken on by someone who is part of the ''[[glossary|service desk]]'' team
* Verifies if he/she can deal with the ''[[Glossary|service request]]''

* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Watches over and monitors the ''[[Glossary|service request]] ''along all its life cycle ensuring target service levels are achieved
* Checks the fulfilment and sets the ''[[Glossary|service request]] ''to resolved
* If needed, closes the ''[[Glossary|service request]]''
|| The role is set to the service desk member who takes in charge the incident.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|service request]] ''

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification on the assignment of the ''[[Glossary|service request]] ''to his/her team
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! ''[[Glossary|Solution group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Monitors how the ''[[Get started with itmSUITE®|service requests]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|service requests]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|request fulfilment]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Personal Computers" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Peripherals" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Telephony" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Network" || "Networking Management" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Technical Services" || "Server Management" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service manager.

|}

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|request fulfilment]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.

[[File:Incident Management Workflow v1.0.JPG|centre|thumb|800x800px|Incident management process.]]

The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when an ''[[Glossary|service request]]'' is created.

|-
| "Opened" || The ''[[Glossary|service request]]'' has been recorded and activities to fulfil it started.

|-
| "In Charge" || The ''[[Glossary|service desk]]'' has taken the [[Glossary|service request]] in charge and started to work on it directly or by routing to other teams.

|-
| "Resolved" || A ''[[Glossary|service request]]'' has been fulfilled.

|-
| "Suspended" || The activities to fulfil the ''[[Glossary|service request]]'' are suspended.

|-
| "Cancelled" || The ''[[Glossary|service request]]'' has been rejected or has not been confirmed.

|-
| "Closed" || The ''[[Glossary|service request]] ''closure has been confirmed. No other changes are possible.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters, service desk members, technical team members, service managers. ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "In Charge" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Opened" || "Cancelled" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Resolved" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Suspended" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Cancelled" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Resolved" || "Closed" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Resolved" || "In Charge" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Suspended" || "In Charge" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|request fulfilment]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the request and, in particular, the sub tab ''Tickets'' of it allows to view all the existing between the ''[[Glossary|service request]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Change management ====
It is possible to create a new ''[[Glossary|change]]'', managed via the ''[[Glossary|change management]]'' process. The '''GENERATE CHANGE''' command allows to instantiate a new ''[[Glossary|change]]'' by copying some ''[[Glossary|service request]]'' information and by creating a relationship between the ''[[Glossary|service request]]'' and the generated ''[[Glossary|change]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|service request]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include the solution of one or more ''[[Glossary|service requests]].'' The relationship between a ''[[Glossary|release]]'' and a [[Glossary|service request]] is more frequently created working on the ''[[Glossary|release]]''. In any case, this can be also done from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|service requests]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! ''[[Glossary|Service requests]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|service request]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|service request]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|service request]]''. ||Always visible, can be managed according to ''[[Glossary|workflow status]]'' and organizational roles.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has experienced the ''[[Glossary|service request]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|service request]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|service request]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|service request]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|service request]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|service request]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Ticket Area Ticket Category Ticket Topic
|| To set the ''[[Glossary|service request]]'' key classification information..This is used for statistic reasons but also to drive the best possible routing of the ''[[Glossary|service request]]'' to the suitable technical team in order to analyze and/or solve it. ||The classification information is managed through these three related fields.''.''The selection of a value of the Ticket Area will influence the values of the Ticket Category which finally is influencing the values of Ticket Topic.The values defined influence the Solution Group field. The available values and the corresponding driven team configuration can be changed.

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|service request]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Priority || To assign the priority to the ''[[Glossary|service request]]''. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Forecast Solution Date || To define the expected fulfilment date and time for the ''[[Glossary|service request]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising and first line support team. ||The "Service Desk" is automatically set as ''[[Glossary|master solution group]] ''at open time'' ''and cannot be changed.

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|service request]]'' is assigned for analysis and/or fulfilment. ||The team may change during the'' [[Glossary|service request]]'' life cycle.

|-
| ''Ownership and Groups'' || Owner || To define who is the request owner who should monitor the life cycle of the ''[[Glossary|service request]]''. ||The request owner is automatically set to the ''[[Glossary|resource]]'' who takes in charge the ''[[Glossary|service request]]''. He/she can be changed by the service desk members to another member of the service desk.

|-
| ''Ownership and Groups'' || Ticket Worker || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or fulfil the ''[[Glossary|service request]]''. ||If the analysis is performed by the request owner, the Ticket Worker is normally not set. He/she is a member of the team defined in the Solution Group field. However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the ''Ticket Activities'' tab.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|service request]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Fulfilment || To provide any information about the what and how for the fulfilment of the ''[[Glossary|service request]]''. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide comments helpful for the fulfilment of the ''[[Glossary|service requet]]'' or for future memory (es. continual improvement).. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments for Requester || To provide comments to the requester of the ''[[Glossary|service request]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

This field is not the only way to interact with the requester. To this aim messages, manage via the ''Messages'' tab, can be very useful

|}

Fields can be mandatory to save the ''[[Glossary|service request]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Service desk !! Technical team

|-
| Requests resolved || ''[[Glossary|Service requests]]'' in status "Resolved". || X || ||

|-
| Requests opened || ''[[Glossary|Service requests]]'' in status "Opened". || || X
||

|-
| Requests owned || ''[[Glossary|Service requests]] ''in status "Opened", "In Charge" and "Resolved" where Owner is the logged ''[[Glossary|resource]].'' || || X
||

|-
| Requests routed to my team || ''[[Glossary|Service requests]]'' in status "In Charge" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || || X
|| X

|-
| Requests assigned to me || ''[[Glossary|Service requests]]'' in status "In Charge" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || || X
|| X

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Service Request''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Requests active || ''[[Glossary|Service requests]]'' in status "Opened", "In Charge", "Resolved"

|-
| Requests suspended || ''[[Glossary|Service requests]]'' in status "Suspended

|-
| Requests closed || ''[[Glossary|Service requests]]'' in status "Closed"

|-
| Requests cancelled || ''[[Glossary|Service requests]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|A ''[[Glossary|service request]] ''is opened || ''[[Glossary|Solution group ]]''members'' ''of "Service Desk" || Alert that there is a ''[[Glossary|service request]]'' to manage.

|-
|A ''[[Glossary|service request]] ''is taken in charge || The ''[[Glossary|service request]]'' creator || Alert that someone has started to work on the ''[[Glossary|service request]]''.

|-
|A ''[[Glossary|service request]] ''is resolved || The ''[[Glossary|service request]] ''creator || Alert that the ''[[Glossary|service request]] ''is resolved.

|-
|A ''[[Glossary|solution group]]'' is assigned or changed for the ''[[Glossary|service request]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there is a resource to allocate to manage the ''[[Glossary|service request]]''.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|A ''[[Glossary|service requestt]] ''is suspended || The ''[[Glossary|service request]] ''creator || Alert that the ''[[Glossary|service request]] ''is suspended.

|-
|A ''[[Glossary|service request]] ''is closed || ''[[Glossary|Solution group]] ''members of "Service Desk" || Alert that the ''[[Glossary|service request]]'' has been closed.

|-
|A ''[[Glossary|service request]] ''is cancelled || The ''[[Glossary|service request]] ''creator || Alert that the ''[[Glossary|service request]]'' has been cancelled.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|request fulfilment]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Service Request/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Servicve Requests per priority - trend || An histogram showing the ''[[Glossary|service request]]'' volumes per priority monthly trend. || Service desk and technical team members.

|-
|Service Requests per priority - volume || A pie containing the split of ''[[Glossary|service requests]]'' per priority. || Service desk and technical team members.

|-
|Service Requests per service - trend || An histogram showing the ''[[Glossary|service request]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service desk and technical team members.

|-
|Service Requests per service - volume || A pie containing the split of ''[[Glossary|service requests]] ''per ''[[Glossary|service]]''. || Service desk and technical team members.

|-
|Service Requests per service/priority - volume || An histogram showing the ''[[Glossary|service requests]]'' volume per ''[[Glossary|service]]'' and priority. || Service desk and technical team members.

|-
|Service Requests - in charge time || A pie showing the percentage of ''[[Glossary|service requests]] ''respecting the target defined for the take "In charge time"* ''[[Glossary|objective]]'' (the time elapsed from the "Opened" to the "In Charge" ''[[Glossary|workflow status]]''. || Service desk and technical team members.

|-
|Service Requests per priority - resolution time || An histogram showing, per priority, the percentage of ''[[Glossary|service requests]]'' respecting the target defined for the "Resolution time"* ''[[Glossary|objective]]'' (the time elapsed from the "In Charge" to the "Resolved" ''[[Glossary|workflow status]]''. || Service desk and technical team members.

|}
<nowiki>*</nowiki> "In charge time" and "Resolution time" [[Glossary|objectives]] are defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|service requests]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|request fulfilment]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|service request]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create a new ''[[Glossary|service request]] ''as a final user ===
# Login as "finaluser" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Service Request" as ''self service request ''(this determines the creation of a new ''[[Glossary|service request]]'')
#Fill the ''[[Glossary|service request]]'' form, at least with mandatory form and save with the '''SAVE''' command
You have now saved the ''[[Glossary|service request]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.

=== Take in charge a ''[[Glossary|service request]]'' as service desk member ===
#Login as "sdspecialist" (therefore a service desk member)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]]'' in the ''Tickets'' window of the home page and pick a ''[[Glossary|service request]]'' among those listed in ''[[Glossary|workflow status]]'' "Opened"
#* Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''in'' [[Glossary|workflow status]] ''"Opened"'' ''among those listed
#* Insert the reference number of a ''[[Glossary|service request]]'' in ''[[Glossary|workflow status]]'' "Opened" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Take in charge the ''[[Glossary|service request]]'' by
#* Pressing the '''SAVE & NEXT''' command
#* Choose the "1. Take In Charge" ''[[Glossary|workflow transition]] ''
#* Fill the ''[[Glossary|service request]]'' form and save with the '''SAVE''' command
The incident is now in ''[[Glossary|workflow status]]'' "In Charge".

=== Resolve a [[Glossary|service request]] as service desk member ===
# Login as "sdspecialist" (therefore a service desk member)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]] ''"In Charge" among those listed
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]]''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update ''[[Glossary|service request]] ''information (at least fill mandatory fields for resolution, Analysis and Solution)
# Set the incident in "Resolved" ''[[Glossary|workflow status]]''
#* Press the '''SAVE & NEXT '''command
#* Choose the "1. Resolve" ''[[Glossary|workflow transition]]'' and press the '''APPLY & SAVE''' command
The incident is now in ''[[Glossary|workflow status]]''"Resolved".

=== Route a ''[[Glossary|service request]]'' to a technical team ===
# Login as "sdspecialist" (therefore as a service desk member)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]]''"In Charge"
#* Access the '''''Service Request/Requests active '''''menu and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]] ''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update Solution Group'' ''field with the technical team you want to assign
# Save with the '''SAVE''' command
At step 3, you might also want to set a specific member among those of the select technical team by defining the Ticket Worker.

=== Take in charge a ''[[Glossary|service request]]'' as a technical team member ===
# Login as a technical team member (for available logins, refer to the [[Incident Management|Role]] section of this page)
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Access the '''''Service Request/Requests active '''''menu and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]] ''"In charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Press '''SET ME AS TICKET WORKER''' command
# Press '''SAVE''' command

=== Close a ''[[Glossary|service request]]'' as a final user ===
# Login as "finaluser"
# Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
#* Access the "Requests resolved" ''[[Glossary|view]] ''in the ''Tickets ''window of the home page and pick a ''[[Glossary|service request]] ''among those listed
#* Insert the reference number of a ''[[Glossary|service request]] ''in ''[[Glossary|workflow status]]''"Resolved" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Close the ''[[Glossary|service request]] ''by
#* Pressing the '''SAVE & NEXT '''command
#* Choose the "1. Close" ''[[Glossary|workflow transition]]''
The incident is now in ''[[Glossary|workflow status]] ''"Closed".

Incident Management

2015-04-27T13:06:55Z

Andreas.munteanu: /* Operational model */ grammar correction

''[[Glossary|Incident Management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.

'''IMPORTANT NOTE''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|incident management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

== Operational model ==
The preconfigured process has the objective to facilitate and support the resolution of ''incidents'' or the provision of ''workarounds''. At the core of the process configuration is the following operational model.

[[File:Incident Management Operational Model v1.0.JPG|centre|thumb|500x500px|Incident Management operational model]]

The requester requires to open an ''[[Glossary|incident]]'' by contacting the s''[[Glossary|ervice desk]]''. One of the members of the [[Glossary|s''ervice desk'']] takes the request in charge,

becoming the owner of it, and starts to manage it. The owner may find a ''[[Glossary|workaround]]'' and/or solution for the ''[[Glossary|incident]]'' and, therefore, may close it. Alternatively, the owner may not be able to find any solution or ''[[Glossary|workaround]]'' and may need to involve technical staff to investigate and find it. In such a case, he/she will route to the technical staff the ''[[Glossary|incident]]'', still remaining accountable for it. In other words, the [[Glossary|service desk]] always acts as a single point of contact (SPOC) for the requester.

== Roles ==
For this process, the following organizational roles are defined:

{| class="wikitable"
! Organizational role !! Description !! itmSUITE® role mapping

|-
|Requester ||
* Opens ''[[Glossary|incidents]]'' on behalf of himself/herself or for a third party

* Monitors the resolution of the ''[[Glossary|incidents]]''
* Confirms that the ''[[Glossary|incident]]'' is closed
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]]'' "Requester". The login identifier of this ''[[Glossary|user]]'' is "FinalUser".

|-
| Service desk member ||
* Also known as First Line Support, it is the Single Point of Contact (SPOC) for the requester
* This group receives the notifications of all the ''[[glossary|incidents]]'' opened

* One of the members decides to deal with the ''[[glossary|incident]]'' and takes the incident owner role

|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource". The login identifier of this ''[[Glossary|user]] ''is "SDSpecialist". The ''[[glossary|resource]]'' is also member of the "Service Desk" ''[[glossary|solution group]] ''which is set as ''[[Glossary|master solution group]]''.

|-
| Service desk manager ||
* Overviews and coordinates the [[Glossary|service desk]]
|| The role is assigned to the service desk member, ''[[Glossary|user]] ''"SDSpecialist", who is also member of the "Service Desk"''[[Glossary|solution group]] ''and is set as ''[[Glossary|solution group manager]]'' for it.

|-
| Incident owner ||
* Role taken on by someone who is part of the ''[[glossary|service desk]]'' team
* Offers initial support and attempts to resolve the incident

* Activates escalation/ routing/ requests
* Manages all the communications with the requester
* Watches over and monitors the ''[[Glossary|incident]] ''along all its lifecycle ensuring target service levels are achieved
* Checks the implemented resolution and sets the ''[[Glossary|incident]] ''to resolved
* If needed, closes the ''[[Glossary|incident]]''
|| The role is set to the service desk member who takes in charge the incident.

|-
| Technical team member ||
* He/she receives the notification on the assignment of an activity concerning an ''[[Glossary|incident]] ''(e.g. conducting the analysis and finding to find a resolution or ''[[Glossary|workaround]] ''for it)

* Carries out the assigned tasks
* Notices when completed or unable to complete
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! Member
''[[Glossary|users]]''

|-
|Application management || "Application Management" || "AppManager"
"AppSpecialist"

|-
|Personal devices management || "Personal Management" || "PersonalManager"
"PersonalSpecialist"

|-
|Network management || "Network Management" || "NetManager"
"NetSpecialist"

|-
|Server management || "Server Management" || "ServerManager"
"ServerSpecialist"

|}

|-
| Technical team manager ||
* Receives the notification on the assignment of the ''[[Glossary|incident]] ''to his/her team in order to find a resolution or ''[[Glossary|workaround]] ''for it
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
* Watches over and monitors the work of his team
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.

{| class="wikitable"
! Domain !! ''[[Glossary|Solution group]]'' !! ''[[Glossary|Solution group manager]]''

|-
|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".

|-
|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".

|-
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".

|-
|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".

|}

|-
| Service manager ||
* Monitors how the ''[[Get started with itmSUITE®|incidents]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.

|}

== Process ==
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|incidents]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.

The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|incident management]]'' process are configured and available to all organizational roles in the ''self service portal'':

{| class="wikitable sortable"
! Self service topic !! Self service category !! Self service request !! Authorized roles

|-
| "Applications" || "itmCLOUD" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Personal Computers" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Peripherals" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Personal Devices" || "Telephony" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Network" || "Networking Management" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.

|-
| "Technical Services" || "Server Management" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service manager.

|-
| "Resolved" || "Closed" || Creator or Service desk member ||Requesters, service desk members, technical team members, service managers.

|}

A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|Incident management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.

[[File:Incident Management Workflow v1.0.JPG|centre|thumb|800x800px|Incident management process.]]

The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

{| class="wikitable"
! Workflow status !! Description

|-
| "Default" || A preliminary status which is displayed when an ''[[Glossary|incident]]'' is created.

|-
| "Opened" || The ''[[Glossary|incident]]'' has been recorded and activities to resolve it started.

|-
| "In Charge" || The ''[[Glossary|service desk]]'' has taken the [[Glossary|incident]] in charge and started to work on it directly or by routing to other teams.

|-
| "Resolved" || A ''[[Glossary|workaround]]'' or a definitive solution has been found.

|-
| "Suspended" || The activities to analyse and solve the ''[[Glossary|incident]]'' are temporarily suspended.

|-
| "Cancelled" || The ''[[Glossary|incident]]'' has not been rejected or has not been confirmed.

|-
| "Closed" || The ''[[Glossary|incident]] ''closure has been confirmed. No other changes are possible.

|}

And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.

{| class="wikitable sortable"
! Source status !! Destination status !! Authorized executors !! Comment

|-
| "Default" || "Opened" || Requesters, service desk members, technical team members, service managers. ||See the ''[[Glossary|self service portal]]'' configuration previously described.

|-
| "Opened" || "In Charge" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Opened" || "Cancelled" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Resolved" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Suspended" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "In Charge" || "Cancelled" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Resolved" || "Closed" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Resolved" || "In Charge" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| "Suspended" || "In Charge" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''

Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|}

=== Related processes ===
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|incident management]]'' one. Some basic interfaces are provided. The tab ''Related Items'' of the incident and, in particular, the sub tab ''Tickets'' of it allows to view all the existing between the ''[[Glossary|incident]]'' and other processes (managed through ''[[Glossary|tickets]]'').

==== Change management ====
It is possible to create a new ''[[Glossary|change]]'', managed via the ''[[Glossary|change management]]'' process. The '''GENERATE CHANGE''' command allows to instantiate a new ''[[Glossary|change]]'' by copying some ''[[Glossary|incident]]'' information and by creating a relationship between the ''[[Glossary|incident]]'' and the generated ''[[Glossary|change]]''.

==== Asset management and configuration management ====
It is possible to relate ''[[Glossary|configuration items]]'' to an ''[[Glossary|incident]]'' by using the tab ''Related Items'' and, in particular, the sub tab ''Configuration Items''. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').

==== Problem management ====
It is possible to create a new ''[[Glossary|problem]]'', managed via the ''[[Glossary|problem management]] ''process. The '''GENERATE PROBLEM '''command allows to instantiate a new ''[[Glossary|problem]] ''by copying some ''[[Glossary|incident]] ''information and by creating a relationship between the ''[[Glossary|incident]] ''and the generated ''[[Glossary|problem]]''.

==== Known error management ====
It is possible to create a new ''[[Glossary|known error]]'', managed via the ''[[Glossary|known error management]] ''process. The '''GENERATE KE '''command allows to instantiate a new ''[[Glossary|known error]] ''by copying some ''[[Glossary|incident]] ''information and by creating a relationship between the ''[[Glossary|incident]] ''and the generated ''[[Glossary|knonw error]]''.

==== Release and deployment management ====
A ''[[Glossary|release]]'' may include the solution of one or more ''[[Glossary|incidents]]'' even if this may happen rarely (more frequently a ''[[Glossary|release]]'' includes changes generated to fix ''[[Glossary|incidents]]'' and related to them, The relationship between a ''[[Glossary|release]]'' and an [[Glossary|incident]] is more frequently created working on the ''[[Glossary|release]]''. In any case, this can be done from the ''[[Glossary|tickets]]'' tab ''Related Items ''and, in particular, the sub tab ''Configuration Items'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>

== Services ==
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|incident]]'' domain areas as illustrated in the following table.

{| class="wikitable"
! ''[[Glossary|Incidents]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''

|-
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.

|-
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.

|-
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.

|}

== Management information ==
Many management information are available as fields in the ''[[Glossary|incident]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''NOTE''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

{| class="wikitable sortable"
! Information group or tab !! Field !! Purpose !! Comments

|-
| ''General Information'' || Ticket Op Status || To show the operational status of the ''[[Glossary|incident]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.

|-
| ''General Information'' || Request Name || ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''

|-
| ''General Information'' || Short Description || To provide a short description of the ''[[Glossary|incident]]''. ||Always visible, can be managed according to ''[[Glossary|workflow status]]'' and organizational roles.

|-
| ''General Information'' || Requester || To identify the name of the requester (who has experienced the ''[[Glossary|incident]]''). ||A list is presented, influenced by.... TBC

|-
| ''General Information'' || Creation Date || To show the date and time the ''[[Glossary|incident]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''History'' tab for more detailed tracking information.

|-
| ''General Information'' || Edit Date || To show the date and time the ''[[Glossary|incident]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Creation User || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|incident]]''. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''General Information'' || Edit User || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|incident]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''History ''tab for more detailed tracking information.

|-
| ''Ticket Classification'' || Project/Service || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|incident]]'' is related. ||This is automatically set at open time and can't be modified.

|-
| ''Ticket Classification'' || Ticket Type || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''

|-
| ''Ticket Classification'' || Security Incident || To enter the information whether the ''[[Glossary|incident]]'' is a security one or not. ||''This is only ''an informational field.

|-
| ''Ticket Classification'' || Ticket Area Ticket Category Ticket Topic
|| To set the ''[[Glossary|incident]]'' key classification information..This is used for statistic reasons but also to drive the best possible routing of the ''[[Glossary|incident]]'' to the suitable technical team in order to analyze and/or solve it. ||The classification information is managed through these three related fields.''.''The selection of a value of the Ticket Area will influence the values of the Ticket Category which finally is influencing the values of Ticket Topic.The values defined influence the Solution Group field. The available values and the corresponding driven team configuration can be changed.

|-
| ''Prioritisation & Planning'' || User Priority || To provide the priority given to the ''[[Glossary|incident]]'' by the Requester. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Urgency || To define the urgency for the resolution by the service desk. ||A three level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Impact || To define the impact on the business of the ''[[Glossary|incident]] ''by the service desk. ||A four level scale is set but it can be changed.

|-
| ''Prioritisation & Planning'' || Ticket Priority || To view the priority given to the ''[[Glossary|incident]]'' by the Requester. ||The priority is automatically set based on Ticket Urgency and Ticket Impact. The driving matrix can be configured.

|-
| ''Prioritisation & Planning'' || Forecast Solution Date || To the expected resolution date and time for the ''[[Glossary|incident]]''. ||

|-
| ''Ownership and Groups'' || Master SG || To define the supervising and first line support team. ||The "Service Desk" is automatically set as ''[[Glossary|master solution group]] ''at open time'' ''and cannot be changed.

|-
| ''Ownership and Groups'' || Solution Group || To define the team to which the'' [[Glossary|incident]]'' is assigned for analysis and/or resolution. ||The team may change during the'' [[Glossary|incident]]'' lifecycle.

|-
| ''Ownership and Groups'' || Owner || To define who is the incident owner who should monitor the lifecycle of the ''[[Glossary|incident]]''. ||The incident owner is automatically set to the ''[[Glossary|resource]]'' who takes in charge the ''[[Glossary|incident]]''. He/she can be changed by the service desk members to another member of the service desk.

|-
| ''Ownership and Groups'' || Ticket Worker || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or resolve the ''[[Glossary|incident]]''. ||If the analysis is performed by the incident owner, the Ticket Worker is normally not set. He/she is a member of the team defined in the Solution Group field.However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the ''Ticket Activities'' tab.

|-
| ''Ticket Details'' || Description || To provide a more detailed description of the ''[[Glossary|incident]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.

|-
| ''Ticket Details'' || Analysis || To provide the analysis of the cause(s) of the ''[[Glossary|incident]]''. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Solution || To describe the solution applicable to the ''[[Glossary|incident]]''. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments || To provide comments helpful for the analysis and/or resolution of the ''[[Glossary|incident]]'' or for future memory (es. continual improvement).. ||This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

|-
| ''Ticket Details'' || Comments for Requester || To provide comments to the requester of the ''[[Glossary|incident]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.

This field is not the only way to interact with the requester. To this aim messages, manage via the ''Messages'' tab, can be very useful

|}

Fields can be mandatory to save the ''[[Glossary|incident]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.

== Views ==
The following ''[[Glossary|views]]'' are made available in the ''Tickets'' area of the home page:

{| class="wikitable"
! View !! Content !! Requester !! Service desk !! Technical team

|-
| Incidents resolved || ''[[Glossary|Incidents]]'' in status "Resolved". || X || ||

|-
| Incidents opened || ''[[Glossary|Incidents]]'' in status "Opened". || || X
||

|-
| Incidents owned || ''[[Glossary|Incidents]] ''in status "Opened", "In Charge" and "Resolved" where Owner is the logged ''[[Glossary|resource]].'' || || X
||

|-
| Incidents routed to my team || ''[[Glossary|Incidents]]'' in status "In Charge" where Solution Group is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to. || || X
|| X

|-
| Incidents assigned to me || ''[[Glossary|Incidents]]'' in status "In Charge" where the Ticket Worker is the logged ''[[Glossary|resource]]''. || || X
|| X

|}

Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Incident''''' menu for all the organizational roles:

{| class="wikitable"
! View !! Content

|-
| Incidents active || ''[[Glossary|Incidents]]'' in status "Opened", "In Charge", "Resolved"

|-
| Incidents suspended || ''[[Glossary|Incidents]]'' in status "Suspended

|-
| Incidents closed || ''[[Glossary|Incidents]]'' in status "Closed"

|-
| Incidents cancelled || ''[[Glossary|Incidents]]'' in status "Cancelled"

|}

== Notifications ==
The following ''[[Glossary|notifications]]'' are configured:
{| class="wikitable"
! Trigger !! Recipients !! Purpose

|-
|An ''[[Glossary|incident]] ''is opened || ''[[Glossary|Solution group ]]''members'' ''of "Service Desk" || Alert that there is an ''[[Glossary|incident]]'' to manage.

|-
|An ''[[Glossary|incident]] ''is taken in charge || The ''[[Glossary|incident]]'' creator || Alert that someone has started to work on the ''[[Glossary|incident]]''.

|-
|An ''[[Glossary|incident]] ''is resolved || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]] ''is resolved.

|-
|A ''[[Glossary|solution group]]'' is assigned or changed for the ''[[Glossary|incident]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there is a resource to allocate to manage the ''[[Glossary|incident]]''.

|-
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.

|-
|An ''[[Glossary|incident]] ''is suspended || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]] ''is suspended.

|-
|An ''[[Glossary|incident]] ''is closed || ''[[Glossary|Solution group]] ''members of "Service Desk" || Alert that the ''[[Glossary|incident]]'' has been closed.

|-
|An ''[[Glossary|incident]] ''is cancelled || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]]'' has been canceled.

|}

== Reporting ==
A set of standard reports are made available for the ''[[Glossary|incident management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Incident/Reporting''''' menu.

The following table lists the reports available by default and their visibility:

{| class="wikitable"
! Report name !! Content !! Access

|-
|Incident per priority - trend || An histogram showing the ''[[Glossary|incident]]'' volumes per priority monthly trend. || Service desk and technical team members.

|-
|Incident per priority - volume || A pie containing the split of ''[[Glossary|incidents]]'' per priority. || Service desk and technical team members.

|-
|Incident per service - trend || An histogram showing the ''[[Glossary|incident]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service desk and technical team members.

|-
|Incident per service - volume || A pie containing the split of ''[[Glossary|incidents]] ''per ''[[Glossary|service]]''. || Service desk and technical team members.

|-
|Incident per service/priority - volume || An histogram showing the ''[[Glossary|incidents]]'' volume per ''[[Glossary|service]]'' and priority. || Service desk and technical team members.

|-
|Incident - in charge time || A pie showing the percentage of ''[[Glossary|incidents]] ''respecting the target defined for the take "In charge time"* ''[[Glossary|objective]]'' (the time elapsed from the "Opened" to the "In Charge" ''[[Glossary|workflow status]]''. || Service desk and technical team members.

|-
|Incident per priority - resolution time || An histogram showing, per priority, the percentage of ''[[Glossary|incidents]]'' respecting the target defined for the "Resolution time"* ''[[Glossary|objective]]'' (the time elapsed from the "In Charge" to the "Resolved" ''[[Glossary|workflow status]]''. || Service desk and technical team members.

|}
<nowiki>*</nowiki> "In charge time" and "Resolution time" [[Glossary|objectives]] are defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.

A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|incidents]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.

== Examples of use ==
In this section some examples of use of the configured'' [[Glossary|incident management]]'' process are given.

If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|incident]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
'''NOTE''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.

For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].

=== Create a new ''[[Glossary|incident]] ''as a final user ===
# Login as "finaluser" ''[[Glossary|user]]''
# Activate the '''''Self Service''''' menu
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Incident" as ''self service request ''(this determines the creation of a new ''[[Glossary|incident]]'')
#Fill the ''[[Glossary|incident]]'' form, at least with mandatory form and save with the '''SAVE''' command
You have now saved the ''[[Glossary|incident]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.

=== Take in charge an ''[[Glossary|incident]]'' as service desk member ===
#Login as "sdspecialist" (therefore a service desk member)
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]]'' in the ''Tickets'' window of the home page and pick an ''[[Glossary|incident]]'' among those listed in ''[[Glossary|workflow status]]'' "Opened"
#* Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''in'' [[Glossary|workflow status]] ''"Opened"'' ''among those listed
#* Insert the reference number of an ''[[Glossary|incident]]'' in ''[[Glossary|workflow status]]'' "Opened" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
# Take in charge the ''[[Glossary|incident]]'' by
#* Pressing the '''SAVE & NEXT''' command
#* Choose the "1. Take In Charge" ''[[Glossary|workflow transition]] ''
#* Fill the ''[[Glossary|incident]]'' form and save with the '''SAVE''' command
The incident is now in ''[[Glossary|workflow status]]'' "In Charge".

=== Resolve an [[Glossary|incident]] as service desk member ===
# Login as "sdspecialist" (therefore a service desk member)
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]] ''"In Charge" among those listed
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]]''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update ''[[Glossary|incident]] ''information (at least fill mandatory fields for resolution, Analysis and Solution)
# Set the incident in "Resolved" ''[[Glossary|workflow status]]''
#* Press the '''SAVE & NEXT '''command
#* Choose the "1. Resolve" ''[[Glossary|workflow transition]]'' and press the '''APPLY & SAVE''' command
The incident is now in ''[[Glossary|workflow status]]''"Resolved".

=== Route an ''[[Glossary|incident]]'' to a technical team ===
# Login as "sdspecialist" (therefore as a service desk member)
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]]''"In Charge"
#* Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]] ''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Update Solution Group'' ''field with the technical team you want to assign
# Save with the '''SAVE''' command
At step 3, you might also want to set a specific member among those of the select technical team by defining the Ticket Worker.

=== Take in charge an ''[[Glossary|incident]]'' as a technical team member ===
# Login as a technical team member (for available logins, refer to the [[Incident Management|Role]] section of this page)
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]] ''"In charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Press '''SET ME AS TICKET WORKER''' command
# Press '''SAVE''' command

=== Close an ''[[Glossary|incident]]'' as a final user ===
# Login as "finaluser"
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
#* Access the "Incident resolved" ''[[Glossary|view]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]]''"Resolved" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
# Close the ''[[Glossary|incident]] ''by
#* Pressing the '''SAVE & NEXT '''command
#* Choose the "1. Close" ''[[Glossary|workflow transition]]''
The incident is now in ''[[Glossary|workflow status]] ''"Closed".

ItmSUITE® - System settings configuration

2015-03-12T17:19:44Z

Andreas.munteanu:

System settings configuration - Under construction

Step1:loesi con superadmin/superadmin

step2: