Contents

• Notices

• Summary of amendments

• Preface

• 1. Configuring JP1/Service Support

  • 1.1 Workflow for configuring JP1/Service Support

  • 1.2 Preparing for installation

  • 1.3 Installing JP1/Service Support

    • 1.3.1 Installing JP1/Service Support by using the provided media

  • 1.4 Setting up JP1/Service Support

    • 1.4.1 Setting up the Item management database

    • 1.4.2 Configuring an ODBC data source

    • 1.4.3 Starting JP1/Service Support services

  • 1.5 Configuring an Item management environment that meets the operational requirements

    • 1.5.1 JP1/Service Support environment settings to be configured in this manual

    • 1.5.2 Logging in to JP1/Service Support

    • 1.5.3 Creating users

    • 1.5.4 Creating roles

    • 1.5.5 Assigning users to the roles

    • 1.5.6 Creating a target system

    • 1.5.7 Creating process work boards

    • 1.5.8 Assigning Item access permissions to users and roles

    • 1.5.9 Customizing Item forms

    • 1.5.10 Workflow for enabling email notification

  • 1.6 Changing JP1/Service Support settings

    • 1.6.1 Starting JP1/Service Support services

    • 1.6.2 Stopping JP1/Service Support services

• 2. Resolving Incidents Based on Registered Items

  • 2.1 Workflow from registering an incident as an Item to closing the Item

  • 2.2 Registering an incident as an Item [service desk]

  • 2.3 Assigning a person in charge and priority level to the Item [incident management]

  • 2.4 Investigating the Item [incident management]

    • 2.4.1 Workflow for investigating Items [incident management]

    • 2.4.2 Checking the statuses of the Items that you manage [incident management]

    • 2.4.3 Checking the Items for which a pre-deadline email notification was sent [incident management]

    • 2.4.4 Searching past Items for similar Items [incident management]

  • 2.5 Escalating the Item [incident management]

  • 2.6 Assigning a person in charge and priority level to the Item [problem management]

  • 2.7 Investigating the Item [problem management]

    • 2.7.1 Workflow for investigating Items [problem management]

  • 2.8 Creating measures for the Item [problem management]

  • 2.9 Checking and approving the measures for the Item [problem management]

  • 2.10 Taking the measures for the Item [problem management]

  • 2.11 Closing the Item [problem management]

  • 2.12 Notifying the service desk of the completion of measures for an Item [incident management]

  • 2.13 Notifying the incident inquirer of the completion of measures for the incident [service desk]

  • 2.14 Closing the Item [incident management]

• 3. Improving Item Management Operation

  • 3.1 Workflow for improving Item management operation

  • 3.2 Outputting periodic reports

    • 3.2.1 Configuring settings to aggregate data on a daily basis

    • 3.2.2 Outputting aggregated data to periodic reports

  • 3.3 Analyzing output reports to improve the Item management operation

• Appendixes

  • A. How to use JP1/Service Support more effectively

  • B. Version Changes

    • B.1 Changes in 12-00

    • B.2 Changes in 11-10

  • C. Reference Information for This Manual

    • C.1 Related manuals

    • C.2 Conventions: Abbreviations for Microsoft product names

    • C.3 Conventions: Product name abbreviations

    • C.4 Conventions: Acronyms

    • C.5 Conventions: KB, MB, GB, and TB This manual uses the following

  • D. Glossary

• Index

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