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Apex Platform

Apex Platform

Service Management

28 Jun 2024
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Service Management

Updated on 28 Jun 2024
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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	Priority	Impact	Urgency		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
Others	Escalations	Major Incident Recipients	User Type		Location Workgroup Mapping		Category Location Workgroup Mapping
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	User Type
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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Overview

Table of contents

Service Management

Tags

ITSM Application