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Change Management




Integrated Service Management Technology

Problem Management

Request fulfilment

Workflow and automated escalation

The target times should be included in support tools, which should be used to automate the workflow control and escalation paths.

If for example a second-line support group has not resolved an incident within a 60-minute agreed target, the incident must be automatically routed to the appropriate (determined by incident categorization) third-line support group – and any necessary hierarchic escalation should be automatically undertaken (e.g. SMS message to the Service Desk Manager, Incident Manager and/or IT Services Manager and perhaps to the user, if appropriate). The second-line support group must be informed of the escalation action as part of the automated process.


Integrated ITSM technology is needed so that Service Request s can be linked to incidents or event s that have initiated them (and been stored in the same CMS, which can be interrogated to report against SLAs). Some organizations will be content to use the Incident Management element of such tools and to treat Service Requests as a subset and defined category of incidents. Where an organization chooses to raise separate Service Requests, it will require a tool which allows this capability.

Front-end Self-Help capabilities will be needed to allow users to submit requests via some form of web-based, menu-driven selection process.

In all other respects the facilities needed to manage Service Requests are very similar to those for managing incidents: pre-defined workflow control of Request Model s, priority levels, automated escalation, effective reporting, etc.


An integrated ITSM tool is needed that differentiates between incidents and problem s – so that separate Problem Record s can be raised to deal with the underlying causes of incidents, but linked to the related incidents. The functionality of Problem Records should be similar to those needed for Incident Record s and also allow for multiple incident matching against Problem Records.

Integration with Change Management is very important, so that Request, Event, Incident and Problem Record s can be related to RFCs that have caused problem s. This is to evaluate the success of the Change Management process – as well as Incident and Known Error Record s – and so that RFCs can be readily raised to control the activities needed to overcome problems that have been identified through Root-Cause Analysis or Proactive Trend Analysis.




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