Service Support

Service Support provides ITIL based service process. Work process standardization helps efficient process operation with customer based CMDB.

Event

Event handing originated from Service Desk

Transfer unsolved request from service desk

Handling history information

Event classification(service, event, grade, severity, effect)

Event handling registration

Unsolved event transfer with change management transfer

Transfer of control for asset configuration change

Problem

Solve the unfinished event transferred from event management

Receipt of the transferred event from event management

Re-classification, registration and settlement registration

Checking out reasons and solutions and registration

KEDB(Known Error Database)

– Temporarily measure registration

Changed management transfer

Change

Receive and executed plan changes

Receipt, wait process support for changes

Infra change and application change processes

Change effect analysis(change scale, period, number of people)

Minute generation feature for change management committee

Analysis based change acceptance

Change wait, acceptance, return process

Transfer to release management

Release

Release request receipt and planning

Receipt of transferred release request from change management

Release task planning

– Target, type, method management, details, release notification, recovery plan, pilot plan

Acceptance/ return process

Release task execution

– Human Activity based

Completion report

Configuration

Target item’s detail and property registration, search, CMDB based management

Service desk, event management, CI change request receipt

CI info and CI-related info management

– Asset information Excel Export

Target item based event, problems, change history check

CMDB

– Classification based operation management data integration

– Create, add, change, delete, property, setup search for target item

– IT service management database(CMDB) search, edit, delete

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