1.3.1 Use as an inquiry management system
You can use JP1/Service Support to share and manage user inquiries that relate to system faults and operation, as Items (incidents) requiring resolution.
An operation example is shown below.
|
|
![[Figure]](GRAPHICS/ZU010700.GIF)
First, the helpdesk receives a user inquiry, registers the inquiry as an incident, and submits it to the incident specialist for resolution.
The incident specialist reviews the details of the incident, looks into whether similar incidents have occurred in the past, and requests support from someone specialized in system operations management. The system operations manager then reviews the details of the incident, and updates the database to reflect their findings.
The incident specialist updates the incident with the results of his or her findings, and submits the incident to the incident manager for approval. The incident manager reviews the incident and gives his or her approval.
Having gained approval, the incident specialist replies to the helpdesk with details of the incident. The helpdesk then responds to the user based on the reply from the incident specialist.
- Supplementary note:
-
-
The functions of JP1/Service Support ensure that contact among staff goes smoothly as the incident is dealt with.
-
JP1/Service Support does not keep information about the users of the systems it manages. This information needs to be managed by a separate entity such as the Help Desk.
-