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Thought experiment
Incident management at Fabrikam
T
The service desk at Fabrikam uses Service Manager to manage user incidents and
problems. At present, service desk hours are 9 A.M. to 5 P.M., Monday to Friday.
Some users, however, are complaining that they want to be able to forward inci-
dents to the service desk at any time during the day. You are planning on deploy-
ing a self-service portal to allow users to submit incident and service requests, but
this project will not be completed for several months. In the meantime, you want
to provide users with documentation allowing them to remediate their own issues,
based on the incidents most commonly encountered by the users at Fabrikam. With
this information in mind, answer the following questions:
1.
What steps can you take to allow users to attempt to resolve their own incidents
before contacting the service desk?
2.
Until the self-service portal is deployed, what other method can users use to
submit incidents to the service desk staff during the hours when the hotline is
not answered?
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Incident templates allow you to pre-populate certain fields for a specific type of inci-
dent.
■
Service Manager determines incident priority using the settings you configure related
to incident impact and incident urgency.
■
You configure incident resolution time based on priority. The values that you assign for
each incident priority will depend on the SLA.
■
Service Manager can be configured to automatically create incidents based on email
requests from users.
■
Service Manager allows you to link incidents to problems. You do this when incidents
have the same root cause.
■
Service Manager allows related incidents to be closed when a problem that they are
related to is resolved.
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Knowledge articles are documents that allow the organization's IT professionals and
users to understand and remediate problems.
