SM - Service Desk and Service Management

SM - Service Desk and Service Management is one of the core modules of itmSUITE®. The module is intended to support the execution of processes thanks to its workflow engine. A set of pre configured processes are supplied as workflow cartridges, in particular:

• Incident Management
• Request Fulfilment
• Change Management
• Problem Management
• Known Error Management
• Release and Deployment Management
• Deployment Change
• Demand Management
• News Management

However, SM workflow engine is very flexible and powerful and may support many other business processes (e.g. purchase or sales management).

In the following table the key guides to use SM are listed:

Guide	Page
Incident management process	Incident Management
Request fulfilment process	Request Fulfilment
Change management process	Change Management
Problem management process	Problem Management
Known error management process	Known Error Management
Release mnd deployment anagement process	Release and Deployment Management
Deployment change process	Deployment Change
Demand management process	Demand Management
News management process	News Management
Workflow execution	Workflow execution guide
Workflow engine configuration	Workflow engine configuration

For basic and cross functionalities of itmSUITE® see also

• Managing records in standard mode
• Managing records in grid mode
• Managing documents
• Managing messages

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