Overview

Updated on 04 Sep 2023
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Streamlining Solutions by Navigating Issues with Work Orders.

The role of an Analyst in creating a Work Order within an ITSM (Information Technology Service Management) application involves several key responsibilities to ensure accurate and efficient reporting of incidents or service requests. The role of an Analyst in creating a Work Order is crucial for initiating the incident management or service request process. By providing accurate information, collaborating with the IT support team, and actively participating in the resolution process, Analysts contribute to efficient IT service delivery and overall organizational productivity.

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

Amy, an employee at an ACME manufacturing company encounters a hardware issue with her company-issued laptop. She needs to report the issue to the IT support team for assistance.

Amy logs into the company's ITSM application using her credentials, navigates to the "Manage Work Order" section, and selects the "Hardware" category and the "Laptop Issue" classification. Amy describes the issue in detail, explaining that her laptop screen flickers intermittently. Since the issue is visual, Amy attaches a video recording that demonstrates the flickering problem. Amy sets the priority as "Medium" and the urgency as "High" since the laptop is essential for her work tasks. She clicks "Save" to create the Work Order.

Once the Work Order is created the same needs to be managed about the progress till its resolution.

Amy needs to stay informed about the progress of the issue and collaborate with the IT support team. After submitting the Work Order, she can check its status. She sees that the status is "Assigned" to the IT support team. A support team member requests more information about when the flickering occurs. Amy adds a comment explaining that it happens after the laptop has been in use for a few hours. Two days later, Amy received a notification that the issue had been resolved. She logs into the ITSM application to confirm. Amy tests her laptop and notices that the flickering issue has been successfully resolved. Satisfied with the resolution, Amy marks the Work Order as "Closed" and provides feedback, thanking the support team for their effective assistance. A week later, Amy realizes that the flickering issue has returned. She reopens the original Work Order, explaining the recurrence of the problem.

In this use case scenario, Amy, the Analyst, goes through the process of creating and managing a Work Order within the ITSM application. Her accurate problem description, collaboration with the support team, confirmation of resolution, and feedback contribute to effective incident management and IT service improvement.

To create and manage work orders through the application, click on the following links:


Create Work Order	Manage Work Order

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