Incident Management
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,
becoming the owner of it, and starts to manage it. The owner may find a workaround and/or solution for the incident and, therefore, may close it. Alternatively, the owner may not be able to find any solution or workaround and may need to involve technical staff to investigate and find it. In such a case, he/she will route to the technical staff the incident, still remaining accountable for it.
n other words, the service desk I
