Service Manager Request Types

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Index

Introduction The Request Types make up the key aspect of Service Manager, providing the raising and tracking of different requests types to facilitate the management and delivery of your services. Access to the different request types is control through each user's rights and roles within Service Manager.

Related Articles Request Settings Custom Buttons Request List

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
• Approving, Scheduling, and Implementing 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

Releases

Release Management allows for the planning and release of a number related changes under a single Release record

• Release Requests