Overview

In a Service Management Application, a Work Order is a structured and organized record that captures the details of a specific task, action, or work that needs to be performed within an organization's IT environment. Work Orders help streamline workflows by ensuring that work is planned, executed, and documented consistently, leading to improved accountability, transparency, and productivity within the IT organization.

User Persona: Administrator, Analyst

Let us explore more about the user roles in configuring and managing Work Order.

• Administrator

• Analyst

Administrator

The Administrator's role involves configuring the Work Order components like Category and Classification that help in segregating them into hardware, software, network, or access-related. Which further can be classified into granular components under each category respectively. Similarly, the admins can pend or cancel the Work Orders with valid reasons and document the resolution and closure codes, They must configure Work Order with Impact, Priority, and Urgency. The Administrator sets up the structure for the efficient Work Order management.

Analyst

An Analyst's role involves creating and managing a Work Order that provides an option to add views and filter searches. Upon creating a Work Order it can be edited to meet the timely changes of process and workflow within an organization.