- Apex v6.1
- Overview
- Release Notes v6.1.0.2
- Release Notes v6.1.0.1 HF10
- Login
- Release Notes v6.1.0.1 HF09
- Release Notes v6.1.0.1 HF08
- Release Notes v6.1.0.1 HF07
- Release Notes v6.1.0.1 HF06
- Release Notes v6.1.0.1 HF05
- Release Notes v6.1.0.1 Hot Fixes
- Release Notes v6.1.0.1 HF04
- Release Notes v6.1.0.1 HF03
- Release Notes v6.1.0.1 HF02
- Release Notes v6.1.0.1 HF01
- Release Notes v6.1.0.1
- Installation Guide
- Service Management
- Incident Management
- Overview
- Administrator
- AIML
- Incident Masters
- SLA Configurations
- Matrices
- Others
- Approver - Major Incident
- Analyst
- End User
- Service Request Management
- Change Management
- Knowledge Management
- Problem Management
- Work Order
- CMDB
- Reports
- Dashboards
- Reports
- Overview
- IM Reports
- Resolution SLA by Workgroup
- Resolution SLA by Location
- Resolution SLA by Classification
- Resolution SLA by Category
- Resolution SLA By Analyst
- CSAT Compliance by Workgroup
- CSAT Compliance by Priority
- CSAT Compliance by Location
- CSAT Compliance By Classification
- CSAT Compliance by Category
- CSAT Compliance by Analyst
- Incident Status Report by Workgroup
- Incident Status Report by Classification
- Incident Status Report by Category
- Incident Status Report By Analyst
- Incident Aging by Classification-Resolved
- Incident Aging by Classification-Open
- Incident Aging by Category-Open
- Incident Aging by Workgroup-Open
- Incident Aging by Analyst-Open
- Incident Aging by Category-Resolved
- Incident Aging by Workgroup-Resolved
- Incident Aging by Analyst-Resolved
- CMDB Reports
- SR Reports
- Resolved Request Aging by Classification
- Open Requests Aging by Classification
- Request Status Report by Classification
- Request Status Report by Workgroup
- Request Status Report by Category
- Request Status Report by Analyst
- Request Aging by Analyst - Open
- Request Aging by Analyst - Resolved
- Request Aging by Category - Open
- Request Aging by Category - Resolved
- Request Aging by Workgroup - Open
- Request Aging by Workgroup - Resolved
- CM Reports
- PM Reports
- Overview
- Deep Dive Use Cases
- Incident Management
- Asset Management
- Overview
- Administrator
- End User
- Approver
- Asset Analyst
- Deep Dive Use Cases
- Discovery
- Platform
- Platform Studio
- Design Studio
- Module
- Form Designer
- Overview
- Form Types
- Form Modes
- Create Form
- Manage Form(s)
- Form Security
- Implications
- Form Relation
- Notification Designer
- Table Designer
- Workflow Designer
- Business Rule Designer
- SLA Designer
- API Configuration
- Scheduler
- Tags
- Report Designer
- Dynamic Groups
- Common Concepts
- Deep Dive Use Cases
- Form Designer
- Application
- Themes
- Communication Settings
- Holiday Calendar
- Service Portal Designer
- Notification Designer
- Bulletins
- SLA Designer
- Scheduler
- Access Control Center
- Vendor
- Groups
- Workgroups
- Analyst(s)
- Configure Mailbox
- Notification Parser
- Module
- Prelude (6.2)
- Release Notes Prelude (6.2)
- Platform Studio
- Design Studio
- Module
- Application
- Service Management
- Incident Management
- Work Order
- Service Request Management
- OOTB Reports and Dashboards
- IM Reports
- SLA Time by Location
- Response SLA by Analyst
- SLA Time by Workgroup
- SLA Time by Priority
- SLA Time by Classification
- SLA Time by Category
- SLA Time by Analyst
- Response SLA by Workgroup
- Response SLA by Location
- Response SLA by Classification
- Response SLA by Category
- Resolution SLA by Workgroup
- Resolution SLA by Location
- Resolution SLA by Classification
- Resolution SLA by Category
- Resolution SLA By Analyst
- CSAT Compliance by Workgroup
- CSAT Compliance by Priority
- CSAT Compliance by Location
- CSAT Compliance By Classification
- CSAT Compliance by Category
- CSAT Compliance by Analyst
- SR Reports
- SR CSAT Compliance by Analyst
- SR CSAT Compliance by Category
- SR CSAT Compliance by Classification
- SR CSAT Compliance by Location
- SR CSAT Compliance by Priority
- SR CSAT Compliance by Workgroup
- SR Resolution SLA by Analyst
- SR Resolution SLA by Category
- SR Resolution SLA by Classification
- SR Resolution SLA by Location
- SR Resolution SLA by Workgroup
- SR Response SLA by Analyst
- SR Response SLA by Category
- SR Response SLA by Classification
- SR Response SLA by Location
- SR Response SLA by Workgroup
- SR SLA Time by Analyst
- SR SLA Time by Category
- SR SLA Time By Classification
- SR SLA Time By Location
- SR SLA Time By Priority
- SR SLA Time By Workgroup
- OOTB Dashboards
- IM Reports
- Problem Management
- Knowledge Management
- Asset Management
- Administrator
- Asset Analyst
- End User
- Approver
- Apex Mobile
- Print
- Share
- PDF
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:
- Incident Management
- Service Request Management
- Change Management
- Knowledge Management
- Problem Management
- Work Order
- CMDB
- Reports
Service Management
The following are the persona-wise classifications under the Service Management application.
Administrator | |||||||||||
INCIDENT MANAGEMENT | |||||||||||
Incident Masters | |||||||||||
SLA Configuration | |||||||||||
Matrices | Workgroup Location Status Priority and User Matrix | Escalation Matrices | Location Workgroup Matrices | Category Location and Workgroup Matrices | |||||||
Others | Major Incident Configuration | ||||||||||
AIML | |||||||||||
SERVICE REQUEST | |||||||||||
SR Masters | |||||||||||
SR SLA Configs | |||||||||||
SR Matrices | |||||||||||
Others (SR) | |||||||||||
WORK ORDER | |||||||||||
WO Masters | |||||||||||
WO SLA Configs | |||||||||||
PROBLEM MANAGEMENT | |||||||||||
Problem Masters | |||||||||||
Problem SLA Configs | Resolution SLA Violation Reason | ||||||||||
Problem Matrices | |||||||||||
Others (PM) | |||||||||||
CHANGE MANAGEMENT | |||||||||||
Change Masters | |||||||||||
Change SLA Configs | Resolution SLA Violation Reason | ||||||||||
Change Matrices | |||||||||||
Others (CM) | |||||||||||
CMDB | |||||||||||
CMDB Configuration | |||||||||||
KNOWLEDGE MANAGEMENT | |||||||||||
Knowledge Configuration | |||||||||||
Approver | ||||
Incident | Service Request | Change | Problem | Knowledge |
Analyst | ||||||
Incident | Service Request | Change | Problem | Knowledge | Work Order | CMDB |
Change Blackout Window | ||||||
CI Details | ||||||
CI Services |
End User | ||||
Incident | Service Request | Change | Problem | Knowledge |
My Problem Records |