Request Fulfilment - Cronologia

Andreas.munteanu: Corrections WF incident references

2016-05-10T10:54:24Z

Corrections WF incident references

Maxime.sottini: /* Views */

2015-10-14T07:38:18Z

‎Views

Francesco.bertuletti: /* Operational model */

2015-08-04T13:42:26Z

‎Operational model

Francesco.bertuletti: /* Operational model */

2015-08-04T13:41:38Z

‎Operational model

Maxime.sottini: /* Process */

2015-05-14T15:53:17Z

‎Process

Maxime.sottini: /* Management information */

2015-05-07T20:34:51Z

‎Management information

Andreas.munteanu: /* Views */

2015-05-07T10:11:09Z

‎Views

Maxime.sottini il 16:46, 30 apr 2015

2015-04-30T16:46:42Z

Maxime.sottini il 16:34, 30 apr 2015

2015-04-30T16:34:39Z

Maxime.sottini: /* Reporting */

2015-04-28T12:34:34Z

‎Reporting

Mostra modifiche

@@ Riga 8: / Riga 8: @@
 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]]
+[[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.
@@ Riga 50: / Riga 50: @@
 * 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.
+|| The role is set to the service desk member who takes in charge the iervice requncident.
 |-
@@ Riga 446: / Riga 446: @@
 '''<u>NOTE</u>''': 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]].
+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 ===
@@ Riga 465: / Riga 465: @@
 #* 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".
+The ''service request'' is now in ''[[Glossary|workflow status]]'' "In Charge".
 === Resolve a [[Glossary|service request]] as service desk member ===
@@ Riga 474: / Riga 474: @@
 #* 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, <u>Analysis</u> and <u>Solution</u>)
-# Set the incident in "Resolved" ''[[Glossary|workflow status]]''
+# 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 incident is now in ''[[Glossary|workflow status]]''"Resolved".
+The ''service request'' is now in ''[[Glossary|workflow status]]''"Resolved".
 === Route a ''[[Glossary|service request]]'' to a technical team ===
@@ Riga 493: / Riga 493: @@
 # 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"
+#*  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
@@ Riga 506: / Riga 506: @@
 #* Pressing the '''SAVE & NEXT '''command
 #* Choose the "1. Close" ''[[Glossary|workflow transition]]''
-The incident is now in ''[[Glossary|workflow status]] ''"Closed".
+The ''service request'' is now in ''[[Glossary|workflow status]] ''"Closed".

@@ Riga 335: / Riga 335: @@
 |-
-| Requests resolved || ''[[Glossary|Service requests]]'' in status "Resolved".  || X ||  ||
+| Requests fulfilled || ''[[Glossary|Service requests]]'' in status "Resolved".  || X ||  ||
 |-

@@ Riga 10: / Riga 10: @@
 [[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|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.
+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 ==

@@ Riga 10: / Riga 10: @@
 [[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.
+The requester requires to open a ''[[Glossary|service request]]'' by contacting the s''[[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 ==

@@ Riga 143: / Riga 143: @@
 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.]]
+[[File:Incident Management Workflow v1.0.JPG|centre|thumb|800x800px|Request Fulfilment process.]]
 The table below explains the meaning of each ''[[Glossary|workflow status.]] ''

@@ Riga 276: / Riga 276: @@
 |-
-| <u>''Ticket Classification''</u> || <u>Project/Service</u> || 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.
+| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|service request]]'' is related. ||This is automatically set at open time.
 |-

@@ Riga 350: / Riga 350: @@
 |-
-| Reuests assigned to me || ''[[Glossary|Service requests]]'' in status "In Charge" where the <u>Ticket Worker</u> is the logged ''[[Glossary|resource]]''.    ||  || X
+| Requests assigned to me || ''[[Glossary|Service requests]]'' in status "In Charge" where the <u>Ticket Worker</u> is the logged ''[[Glossary|resource]]''.    ||  || X
 || X

@@ Riga 10: / Riga 10: @@
 [[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 fulfill 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]] alwasy acts as a single point of contact (SPOC) for the requester.
+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 ==
@@ Riga 22: / Riga 22: @@
 * Opens ''[[Glossary|service requests]]'' on behalf of himself/herself or for a third party
-* Monitors the resolution of the ''[[Glossary|servic requests]] ''
+* 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".
@@ Riga 47: / Riga 47: @@
 * Activates escalation/ routing/ requests
 * Manages all the communications with the requester
-* Watches over and monitors the ''[[Glossary|service request]] ''along all its lifecycle ensuring target service levels are achieved
+* 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]]''
@@ Riga 137: / Riga 137: @@
 |-
-| "Technical Services" || "Server Management" || "Service Request" (open a''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service manager.
+| "Technical Services" || "Server Management" || "Service Request" (open a ''[[Glossary|service request]]'') ||Requesters, service desk members, technical team members, service manager.
 |}
@@ Riga 261: / Riga 261: @@
 |-
-| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has experienced the ''[[Glossary|service requestt]]''). ||A list is presented, influenced by.... TBC
+| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has experienced the ''[[Glossary|service request]]''). ||A list is presented, influenced by.... TBC
 |-
@@ Riga 298: / Riga 298: @@
 |-
-| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || 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]]'' lifecycle.
+| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || 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.
 |-
-| <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the request owner who should monitor the lifecycle 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.
+| <u>''Ownership and Groups''</u> || <u>Owner</u> || 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.
 |-
@@ Riga 386: / Riga 386: @@
 |-
-|A ''[[Glossary|service request]] ''is resolved || The ''[[Glossary|service requestt]] ''creator || Alert that the ''[[Glossary|service request]] ''is resolved.
+|A ''[[Glossary|service request]] ''is resolved || The ''[[Glossary|service request]] ''creator || Alert that the ''[[Glossary|service request]] ''is resolved.
 |-
@@ Riga 460: / Riga 460: @@
 #* Access the ''[[Glossary|views]]'' in the ''<u>Tickets</u>'' 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|sedrvice request]]'' in ''[[Glossary|workflow status]]'' "Opened" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
+#* 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
@@ Riga 471: / Riga 471: @@
 # Open the the desired ''[[Glossary|service request]]''; you can do it quickly either by
 #* Access the ''[[Glossary|views]] ''in the ''<u>Tickets</u> ''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 requestt]] ''in ''[[Glossary|workflow status]] ''"In Charge" among those listed
+#*  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, <u>Analysis</u> and <u>Solution</u>)

← Versione meno recente		Versione delle 16:34, 30 apr 2015
Riga 1:		Riga 1:
−	''[[Glossary\|~~Reqeust~~ 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.	+	''[[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.		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.