JP1 Version 12 IT Service Management: Getting Started


Organization of this preface

■ What you can do with JP1/Service Support

JP1/Service Support is a product for efficiently handling, based on the concept of the ITIL Service Support (IT Infrastructure Library), the day-to-day user inquiries and failures that occur in IT systems.

In ITIL Service Support, the day-to-day user inquiries and failures that occur are called "incidents". In addition, work units are categorized by process for efficient incident handling.

In addition, work units are categorized by process for efficient incident handling. By registering incidents and the work to be performed in each of the following processes to process work boards as Items in JP1/Service Support, you can record work statuses and issue work requests to other processes (escalation).

Incident management process

System-related inquiries and events that disrupt normal system operation are managed as Items.

Problem management process

Items with problems that require investigation of underlying causes are managed.

Change management process

When a system configuration change is determined to be necessary as a result of investigating the underlying cause of an Item, the assessment of change details and the creation of a change plan are managed as Items.

Release management process

If the change details and the change plan are approved, the creation, execution, and review of an implementation plan to the target system are managed as Items.

For details about each process, see Role of service support in IT service management in the JP1/Service Support Configuration and Administration Guide. For details about process work boards, see Managing Items by using process work boards in the JP1/Service Support Configuration and Administration Guide.

By installing JP1/Service Support, you can efficiently process incidents by displaying a list of Items, automatically distributing email notifications, and using database records about the measures taken for past Items. In addition, by outputting data (for example, the number of registered Items and the average amount of time from when an Item is registered until the Item is closed) to reports, you can improve Item management operation and structure based on the analysis results of the reports.



■ What is explained in this manual

This manual explains how to perform the following operations in the ITIL Service Support processes of "incident management" and "problem management":

For operations that involve processes other than the incident management and problem management processes, see Managing operation of in-house systems in the JP1/Service Support Configuration and Administration Guide.

This manual explains how to perform operations based on the following configuration of an IT system and organization:


Service desk

Operators register incidents that occurred in the business system to JP1/Service Support as Items, and notify the persons who inquired about the incidents of the results of measures that were taken.

Incident management process

After an Item is registered by a service desk operator, the person in charge of incident management investigates to see whether the registered Item is similar to any Items registered in the past. If the registered Item is similar to a past Item, the incident is handled in this process. If the registered Item is not similar to any past Item, it is escalated to the problem management process.

Problem management process

The root causes of escalated Items are investigated, and then measures are taken for the Items based on the investigation results.

Item management server

This is the server on which JP1/Service Support is installed. The JP1/Service Support administrator installs JP1/Service Support, performs setup, and configures various functionalities.

Business system

This is a system that is managed by JP1/Service Support, which is described in this manual. Each business system consists of 50 servers.

■ How to read this manual

The following shows the sequence of JP1/Service Support manuals, and the manuals you need to consult according to your requirements.


A reference to another manual is written as follows: For details about something, see topic-title in the manual-name. Using topic-title as a keyword, search for the relevant section in the target manual.

The operation in each window assumes the following environments:

Operations on the Item management server

Environment that uses Windows Server 2012

Operations on JP1/Service Support

Environment that uses Windows 7, Internet Explorer 8.0, and Excel

Some windows in this manual might differ from the windows of your product because of improvements made without prior notice.

■ Conventions: Fonts and symbols

The following table explains the text formatting conventions used in this manual:

Text formatting



Bold characters indicate text in a window, other than the window title. Such text includes menus, menu options, buttons, radio box options, or explanatory labels. For example:

  • From the File menu, choose Open.

  • Click the Cancel button.

  • In the Enter name entry box, type your name.


Italic characters indicate a placeholder for some actual text to be provided by the user or system. For example:

  • Write the command as follows:

    copy source-file target-file

  • The following message appears:

    A file was not found. (file = file-name)

  • Italic characters are also used for emphasis. For example:

    Do not delete the configuration file.


Monospace characters indicate text that the user enters without change, or text (such as messages) output by the system. For example:

  • At the prompt, enter dir.

  • Use the send command to send mail.

  • The following message is displayed:

    The password is incorrect.

The following table explains the symbols used in this manual:




In syntax explanations, a vertical bar separates multiple items, and has the meaning of OR. For example:

A|B|C means A, or B, or C.

{ }

In syntax explanations, curly brackets indicate that only one of the enclosed items is to be selected. For example:

{A|B|C} means only one of A, or B, or C.

[ ]

In syntax explanations, square brackets indicate that the enclosed item or items are optional. For example:

[A] means that you can specify A or nothing.

[B|C] means that you can specify B, or C, or nothing.


In coding, an ellipsis (...) indicates that one or more lines of coding have been omitted.

In syntax explanations, an ellipsis indicates that the immediately preceding item can be repeated as many times as necessary. For example:

A, B, B, ... means that, after you specify A, B, you can specify B as many times as necessary.

■ Conventions: Installation folders

In this manual, the paths of files that have user-specified locations are written as follows.

Conventions: Installation folders



Folder in which JP1/Service Support is installed.

(The default installation folder# is system-drive:\Program Files (x86)\Hitachi\JP1SS.)


Drive on which the operating system is installed.


This is the folder in which JP1/Service Support is installed by default.

■ Conventions: Version numbers

The version numbers of Hitachi program products are usually written as two sets of two digits each, separated by a hyphen. For example:

The version number might be shown on the spine of a manual as Ver. 2.00, but the same version number would be written in the program as 02-00.