Symantec® ServiceDesk Customization Guide 7.0
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Phase 1: Process and Workflow Planning
In this initial phase, you consider the processes that you want to use in ServiceDesk 7.
There are the four core ITIL processes (Incident Management, Change Management,
Problem Management, and Release Management), a Service Catalog, and Knowledge
Base process; you may or may not want to use all of these.
You also want to map out your current process so you can identify where customizations
need to be made in the “out of the box” ServiceDesk 7 processes.
Step 1: Select Pieces of ServiceDesk 7 to Use
The following explanations will help you determine what processes you want to use in
ServiceDesk 7. Most clients will use Incident Management at a minimum. These
processes directly follow Symantec’s opinion of ITIL best practices, determined through
customer feedback and scrutiny of ITIL documentation.
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ncident Management Process
The incident management process manages incidents with a focus on restoring the
user to an operational state as quickly as possible to the level identified in the
Service Level Agreement.
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Problem Management Process
The problem management process aims to reduce the occurrence and negative
impact of incidents that are reported to the ServiceDesk. The process looks
proactively for trends in the environment to identify the root cause of incidents and
initiates action to improve or correct the situation.
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Change Management Process
The change management process aims to plan for and control the risks and impacts
of changes to the IT infrastructure. Changes are handled according to standardized
procedures to minimize impact on service.
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Release Management Process
