Differenze tra le versioni di "SM - Service Desk and Service Management"
Da itm wiki.
| Riga 6: | Riga 6: | ||
* ''[[Glossary|Change Management]]'' | * ''[[Glossary|Change Management]]'' | ||
* ''[[Glossary|Problem Management]]'' | * ''[[Glossary|Problem Management]]'' | ||
| + | * ''[[Glossary|Known Error Management]]'' | ||
* ''[[Glossary|Release Management]]'' | * ''[[Glossary|Release Management]]'' | ||
* ''[[Glossary|Demand Management]]'' | * ''[[Glossary|Demand Management]]'' | ||
| Riga 27: | Riga 28: | ||
|- | |- | ||
| Problem management process || [[Problem Management]] | | Problem management process || [[Problem Management]] | ||
| + | |||
| + | |- | ||
| + | | Known error management process || [[Known Error Management]] | ||
|- | |- | ||
Versione delle 07:43, 16 apr 2015
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 Management
- Demand 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 management process | Release Management |
| Demand management process | Demand Management |
| Workflow execution | Workflow execution guide |
| Workflow engine configuration | Workflow engine configuration |
