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Scenario for IT Service Management Solution Set

This scenario provides an example of an IT Service Management Solution Set process performed by a Siebel HelpDesk agent. Your company may follow a different process according to its business requirements.

A Siebel HelpDesk agent at a large company is responsible for managing incident records. First the agent begins with an individual incident, for example a user not being able to access her email. The agent then must determine if the incident is a problem experienced by an organization's employee or if the incident is a part of a larger problem that is affecting the organization's infrastructure. If it is a problem experienced only by an individual employee, an agent identifies either a solution or a temporary solution. If an agent cannot identify a solution or temporary solution, the agent associates a workaround with the record. The agent identifies the error, resolves it, and then closes the incident record.

If the incident is it is part of a larger problem (an incident record, rather than an incident), then the agent investigates for the overall problem that is affecting the infrastructure. For example, if the incident record is a user not able to access her email, the HelpDesk agent drills down into the HelpDesk Service Requests view and checks from a list of available problem records to see if a there is a larger system issue—for example the Email Exchange Server is down.

When the root cause of the problem is identified, in this case that the Email Exchange Server is down, the agent associates the problem record to a known error. The agent then creates a request for change that is associated with the known error. A request for change is a formal way to request a change within the infrastructure.

Figure 1 illustrates the workflow as described in the preceding paragraphs for working with the Siebel IT Service Management set.

Figure 1. IT Service Management Workflow