Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Table 2-2
Core processes in ServiceDesk (continued)
Description Project name Workflow
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. SD.KnowledgeBase
Submission Knowledge
Management
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. SD.Problem Management Problem Management
Provides the oversight and planning for future releases and
changes in the organization. The goal is to identify conflicts
and problems in advance. SD.ReleaseManagement Release Management
Table 2-3
Additional processes in ServiceDesk
Description Project name Workflow
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” on page 154.
SD.Email.Monitor
SD.Email.
InboundManagement
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.
SD.RoutingRules Routing
Default SLA time frames are established based on incident
priority.
See “About the Service Level Agreement and Operating Level
Agreement” on page 134.
SD.DataServices, in the Setup
SLA Requirements model. Service Level
Agreement (SLA)
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 137.
SD.FollowTheSun Follow the Sun
Understanding ServiceDesk concepts
About the core processes in ServiceDesk
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