Service Manager Request Types

Incidents

Incidents are used to manage unplanned interruptions or reduction in quality to an IT service. Hornbill Service Manager allows users with the appropriate roles and rights, to log, view, progress, escalate and resolve Incidents. The Hornbill platform provides a Business Process Engine which be can configured to support your Incident processes and can automate events such as tasks, timers, notifications, and escalations.

• Logging Incidents
• Incident Requests
• Incident Diagnosis & Investigation
• Escalation, Resolution & Closure

Problems

Problems are used to manage the investigation of an issue where the root cause is unknown.

• Problem Records
• Identifying Problems
• Investigating Problems
• Workarounds and Known Errors
• Resolving Problems

Changes

Change management aims to ensure that standardized methods and procedures are used for efficient handling of all changes.

• Change Requests
• Raising Changes
• Assessing Changes
• Approving, Scheduling, and Implementing Changes
• Resolving Changes

Service Requests

Request fulfillment (or request management) focuses on fulfilling Service Requests, which are often minor (standard) changes (e.g., requests to change a password) or requests for information. The term "standard change" means pre-approved, repeatable, pre-defined, low risk changes. If the change does not meet these criteria then it is not a standard change and should be defined as a request for change.

• Service Requests