Incident Management Configuration Page - Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual

98 Configuring the initial ServiceDesk settings

Incident Management Configuration page

Option
Which of these Core
ITIL processes will you
be using?
Days
In the technician
incident feeder
process, would you like
to force the setting of a
primary contact before
starting the incident s
diagnosis?

Incident Management Configuration page

Options on the ITIL Process Configuration page (continued)
Table 6-6
Description
Lets you configure the interaction between the processes that are listed here and the other
processes in ServiceDesk. You can uncheck either of these options if you choose to run
ServiceDesk without full ITIL compliance.
The options are as follows:
Problem Management
Minimizes the effects of incidents and problems by letting you track and diagnose
problems and publish known errors to help with future resolutions.
Change Management
Standardizes the methods and procedures for handling changes in the organization
to minimize the effect of those changes on service.
Lets you define the waiting period for the post-implementation review task, which is the
final step in the Change Management process.
The waiting period is the amount of time between a change s implementation and the
change managers completion of the review. ITIL standards recommend a 30-day waiting
period.
If the change manager does not complete the review within the defined waiting period,
the verification task is closed automatically.
For more information, see the topics about the post-installation review in the ServiceDesk
User Guide.
A support technician who works an incident can specify a primary contact for the incident
if one does not already exist. You can require the technician to specify the primary contact
before any other actions are possible.
This page lets you configure the settings that affect the behavior of the Incident
Management process and the migration of data from Helpdesk Solution 6.5. It
appears during the configuration segment of the ServiceDesk Setup wizard.
See "Configuring the ServiceDesk application software during installation"
on page 88.