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Step 2: Identify Current Processes
Symantec® ServiceDesk Customization Guide 7.0
The release management process aims to distribute and maintain tested versions of
software and licenses for the software. It provides oversight of all other changes
and releases to identify any problems or conflicts.
Knowledge Base Process
The knowledge base process provides a centralized location for information used in
diagnosing and resolving incidents.
Service Catalog
The Service Catalog provides links to routine "self-service" functions. Examples
include automated password reset, and automated software request.
Think about how your organization currently addresses incidents, both formal and
informal processes, how incidents are reported, who is the first to find out about them,
what happens next, and so on.
Plot the current processes in flow charts, nothing where you would like to see changes.
These flowcharts will help guide you when you go into Symantec Workflow to do
customization.
Consider these questions when thinking about your current processes:
Is the process different if the issue is a hardware problem or a software problem?
Is the process different if you don't know what is causing the issue, only that a user
is unhappy?
How do you determine if an issue is a high priority or what the level of impact to the
organization is? This part of the ServiceDesk 7 system is managed by Priority,
Urgency, and Impact fields.
When the root cause is identified, what tools does your team use to troubleshoot
and remedy the situation?
Do you handle incidents differently than problems (based on the ITIL definitions of
incidents and problems)? If so, what is the process from start to finish for the Level
2 workers to follow?
How are service requests handled? For example, if an employee needs to move from
one office to another, who in your organization is involved with that and what are
the process steps?
What would you like end-users to be able to do themselves?
Consult your IT staff to determine what part different employees will take in workflows,
and how your staff's areas of expertise may influence your ServiceDesk 7
implementation.
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