SM - Service Desk and Service Management
Da itm wiki.
Versione del 18 feb 2016 alle 10:43 di Maxime.sottini (discussione | contributi)
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