Hitachi

JP1 Version 12 IT Service Management: Getting Started


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

After receiving notification that measures for the Item "abnormal termination of an application in the business system" are complete from the person in charge of incident management, notify the person who inquired about the incident (hereinafter referred to as the "incident inquirer") of the results.

Prerequisites

This operation is performed by the service desk operator.

Procedure

  1. From the list of process work boards in the main window (for the list of Items), select [Incident management] for [Business system].

    [Figure]

  2. From the list of Items in the main window (for the list of Items), select the Item "an abnormal termination of an application in the business system".

  3. From the menu, select Action - Work status display.

    The Work status display window appears. Check the results of the measures that were taken for the incident.

  4. Notify the incident inquirer of the results of the measures.

    In this example, go to the next step, assuming that the results are approved by incident inquirer.

  5. From the list of process work boards in the main window (for the list of Items), select [Incident management] for [Business system].

    [Figure]

  6. From the list of Items in the main window (for the list of Items), select the Item "an abnormal termination of an application in the business system".

  7. From the menu, select Action - Edit item.

    The Edit item window appears.

  8. Edit the information about the Item.

    [Figure]

    Refer to the examples in the following table when editing or setting information.

    Item

    Configuration information to be edited or selected

    Person in charge

    User name "Naoki Suzuki"

    Work status

    Enter information such as the following:

    The incident inquirer has been notified of the results and has approved the results.

  9. From the menu, select Register.

    The edited information of the Item that was selected in the main window (for the list of Items) is applied.

  10. Notify the incident management administrator that the incident inquirer approved the results of the measures that were taken for the incident.