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24
Understanding ServiceDesk concepts
About ITIL
About ITIL
Descriptions of workflows, processes, tickets, and tasks
Table 2-1
Item
Description
Workflow
Consists of the defined steps that a process can follow. A workflow
is the design of the possible process events. For example, a workflow
can be a purchase order approval or rejection, or a way to manage
incidents.
Workflows are created in Workflow Designer. You can use Workflow
Designer to customize the default workflows and publish them to
the production environment.
See
Process
The workflow path that is followed to perform a series of actions.
The specific path that the process takes depends on the following
things:
ServiceDesk contains predefined, ITIL-compliant processes, which
are ready to use.
See
Ticket
An object that is created to accept the data that is entered during
the initiation and working of a process. A ticket also contains the
information that the various workers need to work the process.
For example, an incident ticket contains the attributes that define
the incident, such as the description, contact, and priority.
Task
The action that must be taken to work a ticket or perform some
other job. A task is assigned to a group or a specific worker.
For example, when a user submits an incident ticket, a task is
created and assigned to a support technician or the support group.
When the support technician completes that task, the ticket is
updated and then it progresses to the next step in the workflow.
ITIL is an acronym for Information Technology Infrastructure Library, which is
a method of IT service management that is widely followed in many organizations.
ITIL attempts to define a set of best practices for companies to use to manage
"About Workflow Designer"
The user s interaction with the process
The data that is provided as the process is worked
The decisions that the workflow itself makes as a result of the
decisions and data
"About the core processes in ServiceDesk"
on page 28.
on page 25.
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