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    Service Management
    • 13 Nov 2024
    • 1 Minute to read

    Service Management


    Article summary

    Service Management App integrates various modules and functionalities that cover critical areas of service management, such as incident management, change management, problem management, service request management, knowledge management, and CMDB. By leveraging the Service Management App, organizations can improve the efficiency and effectiveness of their IT operations.

    For more information on the different modules under the ITSM Application, please refer to the following:

    Service Management

    The following are the persona-wise classifications under the Service Management application.


    Administrator

    INCIDENT MANAGEMENT

    Incident Masters

    Category 

    Classification 

    Pending Reason

    Resolution Code

    Closure Code

    SLA Configuration

    Impact 


    Urgency 

    Priority 

    Response SLA Violation Reason 

    Resolution SLA Violation Reason 

    Matrices

    Priority Matrix 

    Category Priority and Service Window Matrix 

    MIM Team Matrix 

    Workgroup Category and User Matrix 

    Workgroup Location Status Priority and User Matrix Escalation Matrices

    Location Workgroup Matrices

    Category Location and Workgroup Matrices

    Others

    Major Incident Configuration

    AIML

    Service Desk Intelligence 




    SERVICE REQUEST

    SR Masters

    Category 

    Classification

    Pending Reason

    Resolution Code

    Closure Code 




    SR SLA Configs

    Impact 

    Urgency

    Priority

    Response SLA Violation Reason

    Resolution SLA Violation Reason




    SR Matrices

    Priority Matrix





    Others (SR)

    Escalation




    WORK ORDER

    WO Masters

    Category 

    Classification

    Cancellation Reason

    Pending Reason

    Resolution Code

    Closure Code




    WO SLA Configs

    Impact

    Priority

    Urgency




    PROBLEM MANAGEMENT

    Problem Masters

    Category 

    Classification

    Pending Reason

    Resolution Code 

    Closure Code

    RCA Type

    Source




    Problem SLA Configs

    Impact 

    Urgency

    Priority 

    Risk


    SLA Violation Reason

    Response SLA Violation Reason

    Resolution SLA Violation Reason


    RCA Deadline Violation Reason





    Problem Matrices

    Priority Matrix





    Others (PM)

    Escalation

    Reviewer





    CHANGE MANAGEMENT

    Change Masters

    Category

    Change Category

    Change Type

    Closure Code 

    System Impact

    Pending Reason





    Change SLA Configs

    Impact

    Urgency

    Priority

    Risk

    Response SLA Violation Reason

    Resolution SLA Violation Reason





    Change Matrices 

    Priority Matrix





    Others (CM)

    Escalation

    Lead Period

    PIR Reviewer

    Change Manager





    CMDB

    CMDB Configuration

    Category

    CI Relation Type

    CMDB Discover Mapping

    Criticality

    Environment




    KNOWLEDGE MANAGEMENT

    Knowledge Configuration

    Category

    KA Classification





    Approver

    Incident

    Service Request

    Change

    Problem

    Knowledge

    Approve Major Incidents

    Approve Service Requests

    Approve
    Change Requests

    Approve Problem Records

    Approve Knowledge Records

    Analyst

    Incident

    Service Request

    Change

    Problem

    Knowledge

    Work Order

    CMDB

    Manage Incidents

    Manage Service Requests

    Manage
    Change Requests

    Manage Problem Records

    Manage Knowledge Records

    Manage Work Orders

    Change Blackout Window

    CI Details

    CI Services

    End User

    Incident

    Service Request

    Change

    Problem

    Knowledge

    My Incidents

    My Service Requests

    My
    Change Requests

    My Problem Records

    Knowledge Base


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