Hitachi

JP1 Version 12 JP1/Service Support Configuration and Administration Guide


1.4 Overview of Item resolution using JP1/Service Support

The following figure shows an example of the general procedure from incident to resolution using JP1/Service Support.

Figure 1‒15: Flow from incident to resolution

[Figure]

The description below uses the number in the figure to refer to each step.

1. Register incident

The incident specialist receives an error report from the user, and registers the incident.

2-1 Investigate incident and record work status

The incident specialist assesses whether the incident is a known one. If the incident is determined to be unknown, it is escalated to problem management.

At this stage, the incident specialist also updates the incident to reflect the work done.

2-2 Check specialist's work status/Assess and approve work

The incident manager reviews the work status of the specialist. At this stage, the manager can also assess and approve Items as needed.

3. Submit workarounds

The incident specialist makes a workaround available to the user.

4. Complete resolution

With the consent of the user, the incident specialist closes the incident.

5. Register or check problems

The problem management specialist registers the problem, or reviews a problem registered by a department that handled the incident.

6-1 Investigate incident and record work status

The problem management specialist assesses whether the problem is a known one. If this assessment shows that the incident is unknown, the problem management specialist begins working towards a resolution. If this process indicates that a system change will be needed, the incident is escalated to change management.

At this stage, the problem is updated in the database to reflect the work done.

6-2 Check specialist's work status/Assess and approve work

The problem manager reviews the work status of the problem management specialist. At this stage, the manager can also assess and approve problems as needed.

7. Complete problem handing

The problem management specialist closes the problem as soon as a conclusion is reached. If the problem was escalated from the incident department, the incident department is notified that a solution has been reached.

8. Check changes

The change manager reviews the changes registered by the problem management team.

9-1 Request assessment and change plan creation/Check work status

The change manager issues a request to the CAB members and CAB representative to assess the proposed changes registered by problem management and create a change plan. The change manager also checks for updates that reflect this activity.

9-2 Perform assessment and create change plan/Input work status

CAB members hold a meeting where they assess the proposed changes and create a change plan. After this stage, CAB members update the change plan to reflect the work done.

The CAB representative reviews and approves the result of the assessment and the proposed change plan. The change plan is then escalated to the release management team as a release Item, to begin the process of implementing the changes in the system.

10. Complete release management

When notified by the release management team that the release process has finished, the change manager conducts a review after a certain length of time has passed. The Item is updated to reflect the result, and the process of problem handling is concluded.

At this point, the problem management department is notified that the process has completed.

11. Check release Item

The release manager reviews the release Item registered by the change management group.

12-1 Request implementation plan creation/Check work status

The release manager issues a request to the release specialist to create an implementation plan for the release Item registered by the change management process. The release manager then checks the database for updates that reflect this activity.

12-2 Create implementation plan/Enter work status

The release specialist creates an implementation plan, engages in hardware or software procurement or other activities within the confines of his or her role, and tests and installs the hardware or software. The release specialist then updates the release Item to reflect the work done.

The configuration change specialist is notified that the change has been implemented and updates the system configuration. The configuration change specialist updates the release Item to reflect the work done.

13. Completion

The release manager reviews the release Item and makes sure that all tasks have been completed. The release Item is closed as soon as a judgment is made that everything that needs to be done has been done. At this stage, the release manager notifies the change management team that the change has been completed.

Organization of this section