1.3.2 Managing operation of in-house systems
JP1/IM - Service Support can be used by information management departments that perform incident management, problem management, change management, and release management for in-house systems. By linking with JP1 products, JP1/IM - Service Support can serve as a comprehensive Item management solution across all in-house systems.
The following figure shows an operation example.
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In this example, the system administrator detects a fault in an in-house system and notifies the information management department. JP1/IM - Service Support also receives an error report from other products in the JP1 family.
Based on the inquiry from the system administrator, the incident specialist reviews the Item automatically registered by JP1/IM - Service Support, and begins an investigation. If the incident is difficult to resolve, the incident specialist escalates it to the problem management specialist. The problem management specialist can also escalate the incident further if needed.
Details of the task and its status in each process are recorded in JP1/IM - Service Support. At each stage, approval can be sought from the administrator of the process as needed.
The response to the system administrator ultimately comes from the incident specialist, not from the workers or managers responsible for each task.
1.4 Overview of Item resolution using JP1/IM - Service Support describes in detail how an incident is followed through to its resolution.