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Process for IT Service Management Solution Set

This example process represents some of the tasks a HelpDesk agent typically performs based on the Scenario for IT Service Management Solution Set.

• Adding Incident Records
• Investigating and Diagnosing Incident Records
• Resolution and Recovery of Incident Records
• Adding Problem Records
• Investigating and Diagnosing Problem Records
• Adding Request for Change Records
• Recording Request for Change Records Details
• Adding Request for Change Record Users
• Adding Request for Change Record Approvers
• Approving Request for Change Records
• Change Approval Access
• Scheduling Request for Change Records
• Adding Tasks to Request for Change Records
• Adding Activities to Request for Change Records
• Submitting Request for Change Records for Approval
• Recalling Approved Request for Change Records
• Closing Related Incident and Problems Records
• Adding Known Errors
• Assessing Errors
• Adding and Closing Error Resolutions
• Adding Assets to Request for Change Records
• Using Service Level Management (SLM)
• Setting Urgency and Impact Fields for Incident Records