Incident Management
Da itm wiki.
Versione del 13 apr 2015 alle 14:53 di Maxime.sottini (discussione | contributi) (→Operational model)
Incident Management process is supported by a SM workflow cartridge that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.
Of course the preconfigured process (the workflow cartridge) is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the Workflow Engine guide may be useful.
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.
The requester requires to open an incident by contacting the Service Desk. One of the members of the Service Desk takes the request in charge
ecoming
