Overview

Updated on 12 Dec 2024
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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.

The following flowchart provides insights into Work Order functionality:

IT Service Management Process Flow with Work Order

The following information is the Description of the above Flowchart Diagram:

This diagram illustrates the interconnected processes involved in IT service management, including service requests, changes, incidents, and work orders. The flow starts with various initiations such as service requests by users or analysts, change requests, incidents reported by end users or analysts, and work orders created by analysts. Each process follows a fulfillment or execution path and concludes with either resolution or closure. Key components include decision points and potential linking between different processes.

IT Service Management Operational Procedures

Begin with any process initiation such as Service Request, Change, Incident, or Work Order.

Service Request Procedure

End User or Analyst creates a Service Request through the Service Catalog.
Fulfillment Request is processed by creating a Work Order.
Complete the Work Order and resolve the Service Request.
End the event.

Change Procedure

End User or Analyst creates a Change Request or Change Record.
Fulfill the Change Request by creating a Work Order.
Execute and complete the Work Order and close the Change Record.
End the event.

Incident Procedure

End User or Analyst logs an Incident.
Request Fulfillment is initiated by creating a Work Order.
Complete the Work Order and resolve the Incident.
End the event.

Work Order Procedure

Analyst creates a Work Order.
Execute the Work Order.
Complete the Work Order.
Close the Work Order.
End the event.

Linking Procedures

Link the Work Order to Service Request, Incident, Change or another Work Order as required.

Use Case	Solution
Amy a new employee has onboarded Novatech Company and HR has initiated the onboarding process through a Service Request. In the middle of the process there is a request fulfillment of Laptop allocation and the asset is not in stock at the current location.	Maxwell the Analyst creates a Work Order with Urgency as High and Priority as P2. The Work Order is assigned to the Asset Team to review and procure the Asset at the earliest.

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IT Service Management Operational Procedures