Predefined Process Workflows

Serviceaide Intelligent Service Management provides the following predefined process workflows:

• Change Management Process Workflow
• Default Service Request Management Process Flow
• Default Task Management Process Flow
• Incident Management Process Workflow
• Problem Management Process Workflow

Change Management Process Workflow

Change Management is the process of managing a change request through the lifecycle of a request. Change Management ensures that standardized methods and procedures are used to handle the changes.

The fast pace of change in technologies has led to the need for change in the IT service offerings. The changes that are not planned can lead to problems. Therefore, there is a need for tightly managed and controlled approach toward change in IT systems and services. 

Change Management aims to minimize any undesirable disruptions to an existing IT service due to change implementation. Change Management involves setting up a process for handling changes and ensure that:

• Change is classified using an appropriate change type; and processed through a workflow for that change type.
• Change is submitted through an appropriate change approval process; specific to the type of change.
• Change is implemented according to a defined process; with tasks to ensure that all aspects of the change are implemented.
• Change implementation is reviewed to ensure that overall business risk is minimized. Change implementation also ensures that the change is recorded in all related systems before closure.

For more information about how the Change Management Process Workflow functions, see Change Management Process Workflow.

Incident Management Process Workflow

The Incident Management is a process to set the tickets for a resolution that are related to incidents. The incidents are caused due to interruptions or a reduction in the quality of the service that is caused by:

• Known or existing issue
• Result of a failure
• Error in the IT object or device

For more information about how the Incident Management Process Workflow functions, see Incident Management Process Workflow.

Problem Management Process Workflow

A problem is often identified as a result of multiple Incidents reported by multiple users. A Problem is reported when an incident is severe and a Configuration Item could fail. A problem is also reported when the service availability is severely affected.

The Problem Management helps to minimize the impacts of incidents or problems that are caused by errors in the IT infrastructure. Problem Management determines and eliminates the root cause of the issue to prevent any recurrence. Problem Tickets are logged to:

• Identify the root cause of the incidents and prevent a failure.
• Review a failure and take corrective action to prevent potential disruption of critical services.

The Problem Management process involves establishing a root cause analysis process which aims to:

• Categorize reports of existing or potential problems with an existing device or service.
• Enable diagnosis of the problem reported.
• Manage the process of allowing for error control, existing control, or potential disruptions, leading to closure of the problem.

For more information about how the Problem Management Process Workflow functions, see Problem Management Process Workflow.

Service Request Management Process Workflow

The Default Service Request Management Process Flow is a process of managing service requests through the lifecycle of that request. The service request process workflow establishes a process which aims to:

• Route user requests for standard services which have a predefined approval process. 
• Source and deliver the components of requested standard services. For example, licenses and software media.
• Assist with general information like availability of services and the procedure for obtaining them.
• Assist with handling complaints or comments from users.

For more information about how the Service Request Management Process Workflow functions, see Default Service Request Management Process Flow.

Task Management Process Workflow

Task management follows the same concepts that are applied to Ticket Management in general, with some exceptions. The exception arises because Task Tickets can be created only as children of Service Requests, Incident, Problem, and Change Requests. Task Tickets are related only to the parent ticket and no other tickets. The Task Tickets are created to assign different tasks to users or groups. On the completion of tasks, you can update the parent ticket with the results.

For more information about how the Task Management Process Workflow functions, see Default Task management Process Flow.