Differenze tra le versioni di "Incident Management"

Da itm wiki.
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|Entities || ''Italic'' ||  ''Project'', ''service'', ''resource'', ''user''.   
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|Requester ||  
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* Opens ''[[Glossary|incidents]]'' on behalf of himself/herself or for a third party
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* Monitors the resolution of the ''[[Glossary|incidents]]''
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* Confirms that the ''[[Glossary|incident]]'' is closed
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||  This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]]'' "Requester". 
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The login identifier of this ''[[Glossary|user]]'' is "FinalUser".   
 
   
 
   
 
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Versione delle 15:22, 13 apr 2015

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.

Incident Management 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. In other words, the service desk alwasy acts as a single point of contact (SPOC) for the requester.

Roles

For this process, the following organizational roles are defined:

Organizational role Description itmSUITE® role mapping
Requester
  • Opens incidents on behalf of himself/herself or for a third party
This role is mapped on a system resource with user of user type "Requester".

The login identifier of this user is "FinalUser".

Menu functionalities Bold and italic Services/Add New refers to the functionality Add New available as a menu item in the submenu Services.
Commands Bold Delete refers to the application command Delete.
References to fields Underlined Name refers to the field Name.
Values of fields "Brackets" "Henry" refers to the content Henry of a field, for example Name.
References to tabs or form areas Italic and underlined Options refers to the section or tab Options of a form.
Relevant text which needs to be highlighted Bold and underlined Relevant text.

Process

Information

Notifications