Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 26

26 Understanding ServiceDesk concepts
About the core processes in ServiceDesk
Workflow
Knowledge
Management
Problem Management
Release Management
Workflow
Email Monitoring
Routing
Service Level
Agreement (SLA)
Follow the Sun
Core processes in ServiceDesk (continued)
Table 2-2
Project name
SD.KnowledgeBase
Submission
SD.Problem Management
SD.ReleaseManagement
Additional processes in ServiceDesk
Table 2-3
Project name
SD.Email.Monitor
SD.Email.
InboundManagement
SD.RoutingRules
SD.DataServices, in the Setup
SLA Requirements model.
SD.FollowTheSun
Description
Provides a data repository holding information on incidents,
problems, and known errors. Collecting information in the
knowledge base enables organizations to match new incidents
against previous ones and reuse established solutions and
approaches.
Investigates the problems that are the source of multiple
incidents. Once problems are found, actions are taken to fix
the situation, and possibly prevent it from happening again.
Provides the oversight and planning for future releases and
changes in the organization. The goal is to identify conflicts
and problems in advance.
Description
Monitors a specified inbox for all new, unread emails and
processes them by creating incidents or routing them to the
service manager for evaluation.
See "About configuring the email monitoring"
Routes (assigns) an incident. By default, all emergency and
high priority incidents are assigned to the Support II group.
All other incidents are assigned to Support I.
The Determine Escalation model in this project contains the
routing rules that define the criteria for escalating an incident.
When an incident meets those criteria, it is escalated
automatically.
Default SLA time frames are established based on incident
priority.
See "About the Service Level Agreement and Operating Level
Agreement" on page 134.
Assigns the incidents based on defined time zones and groups
so that an incident can be worked on a 24x7 basis.
See "About Follow the Sun routing"
on page 154.
on page 137.