A connected process for requests, incidents and changes
Service teams need to see what has been requested, who is responsible and what must happen next. We develop K2 service management applications that bring this work into a shared process.
Our Service Desk development experience includes task management, IT incident management, problem management and change management, using ITIL v3 practices as a design basis.
Keep related work connected
An incident may require investigation, lead to a recorded problem and result in a change. During analysis, we define how these records and activities should relate to each other in your organisation.
The same discussion establishes request categories, responsibilities, approval needs and the information required at each stage.
In practical terms, we examine four connected areas:
- Tasks: how work is assigned, reviewed and completed.
- Incidents: how a disruption is recorded and handled.
- Problems: how related issues and their investigation are managed.
- Changes: how a proposed change is reviewed and taken through the agreed process.
The exact statuses, roles and relationships are defined for your organisation during analysis.
Apply service management beyond IT
The solution approach can be adapted to other teams that receive requests and coordinate work. Each implementation needs its own process analysis: the terminology, roles and handling rules should reflect the service being delivered.
Experience with complex applications
Our team’s Service Desk work includes a solution with more than 150 forms and 30 workflows. The work began before Web CheckIn was established and forms part of the experience behind our current services.
Implement for your service model
We analyse requirements, agree the scope and adapt the application to your organisation. Documentation, maintenance and any required training support continued use after implementation.
