5.2 Deciding the target system and processes and establishing the structure

Before starting operations using JP1/Service Support, you must decide the target systems and the processes to be used. Next, you must decide task assignments and task flow. These will define who will do what in individual processes.

You can also create an Item processing route suitable for your operations by customizing the processes and the statuses of Items. When you consider customizing the processes, see 5.2.2 Designing the target system and the process work boards. When you consider customizing the statuses, see 5.3 Considering Item statuses.

The processes and statuses described in this section are the default processes and statuses. Replace them with the customized processes and statuses if you customize statuses.

The following descriptions assume that JP1/Service Support is used to perform operations on a model system. You can reference those descriptions when you actually configure an environment using JP1/Service Support.

First, as shown in the following figure, consider the processes for resolving an Item for a system managed by JP1/Service Support.

Figure 5‒2: Consideration of the processes of the target system

Next, consider the persons in charge of checking the status of Items. Consider the details of their tasks as described in the following table.

Table 5‒1: Consideration of the persons in charge of checking the status of Items and the contents of their tasks
Person in charge	Task	Detailed contents of the task
Information system administrator	Checking the status of Items across systems and taking appropriate measures	- Manages the status of Items across systems. - Tries to resolve problems in systems for which an Item is held. - Considers methods of optimizing operations by summarizing and evaluating the status of the entire system.
Work status manager	Managing the status of Items	- Checks the processing status of Items in the system in his charge, mainly for managing time schedules. - Takes care of problematic processes.
Target system administrator	Checking the status of Items in the system and taking appropriate measures	- Manages the processes in the system in his charge. - Tries to resolve the problems in the processes for which an Item is held.

Also, consider the flow of processing an Item in each process in detail, including the persons in charge and the contents of their tasks.

Table 5‒2: Consideration of the flow of tasks in individual processes, the persons in charge, and the contents of tasks
Process	Person in charge	Task	Detailed contents of the task (Keywords are enclosed by " ".)	Item status
Incident management	Incident specialist	Creating incidents	- Creates incidents in order to manage inquiries from users and to manage system failures. - Creates incident Items in the New item window as part of the incident management process.	Received
		Searching and investigating past cases	- Searches past cases for similar cases, and sets similar cases as "Related item(s)". - Edits Items according to the investigation status.	Investigating
		Escalation	- Escalates Items to the problem management process when long-term measures must be taken. - Sets the person in charge as the problem management specialist.	Support Requested
		Entering the results of investigating incidents	- Enters the results of investigations in "Workaround" and "Solution".	Investigating
		Requesting acknowledgement	- Requests the incident manager to acknowledge the contents of incidents. - Enters the contents of such requests in the "Free memo column". - Sets the incident manager as the person in charge, and changes the status to `Discussing`.	Discussing
		Recalling incidents^#	- Recalls an incident for which the incident specialist has made an acknowledgement request if an input error or other imperfection is found in the incident.	Investigating
	Incident manager	Acknowledging incidents	- Checks the contents of incidents. - Changes the status to `Acknowledged`, and changes the person in charge to the incident specialist.	Acknowledged
	Incident manager	Sending back incidents	- Sends back an incident for which the incident manager has received an acknowledgement request if an input error or other imperfection is found in the incident.	Investigating
	Incident specialist	Closing incidents	- Checks the history and progress of the work on an Item, occasionally reports the results, and helps the persons in charge of delayed tasks, if necessary. - Officially answers the inquirer when the status becomes `Acknowledged`. - Fills in the "Result", and closes the Item.	Close
Problem management	Problem management specialist	Creating problems	- Analyzes trends based on system failures and inquiries, and creates problems. - Creates problems in the New item window in the problem management process.	Received
		Investigation	- Investigates created problems and problems escalated by the incident management process. Searches past problems as needed. Views the system configuration. This includes elements such as "Hardware information". Register logs and other information as attachments when investigating failures. - Fills in "Fundamental cause" and "Solution" based on the investigation results.	Investigating
		Requesting acknowledgement	- Requests the problem manager to acknowledge the contents of the investigation or the solution. - Enters the contents of a request in the "Free memo column". - Sets the problem manager as the person in charge, and changes the status to `Discussing`.	Discussing
		Recalling problems^#	- Recalls a problem for which the problem management specialist has made an acknowledgement request if an input error or other imperfection is found in the problem.	Investigating
	Problem manager	Acknowledgement	- Checks problem details. - Sets the problem management specialist as the person in charge, and changes the status to `Acknowledged`.	Acknowledged
	Problem manager	Sending back problems	- Sends back a problem for which the problem manager has received an acknowledgement request if an input error or other imperfection is found in the problem.	Investigating
	Problem management specialist	Escalation	- Escalates an Item to the change management process if any system change is required in relation to a problem. - Sets the change manager as the person in charge.	Support Requested
	Problem management specialist	Closing	- Enters the final results for a problem Item, and changes the status of the problem to `Close`. (- Requests acknowledgement again, as needed, before closing an Item.)	Close
Change management	Change manager	Creating changes	- Creates system change jobs. - Creates a change in the New item window in the change management process.	Received
	Change manager	Requesting planning	- Checks the contents of created or escalated changes. - Writes in "Free memo column" that creation of a plan is requested, and changes the person in charge to the CAB member.	Received
	CAB member	Creating plans	- Creates an impact assessment and a change plan.	Planning
		Requesting acknowledgement	Sets the CAB representative as the person in charge, and changes the status to `Discussing`.	Discussing
		Recalling change plans^#	- Recalls a change plan for which the CAB member has made an acknowledgement request if an input error or other imperfection is found in the change plan.	Investigating
	CAB representative	Acknowledgement	- Checks the contents of a change plan, and arranges a CAB conference as necessary. - Changes the status to `Acknowledged` when the change plan is acknowledged.	Acknowledged
		Sending back change plans	- Sends back a change plan for which the CAB representative has received an acknowledgement request if an input error or other imperfection is found in the change plan.	Investigating
		Escalation	- Escalates an Item to the release management process as necessary. - Sets the release manager as the person in charge.	Support Requested
	Change manager	Reviewing	Performs a review with related persons after a certain period passes from the time the release finishes.	Reviewing
	Change manager	Closing	Enters the results and closes the change.	Close
Release management	Release manager	Creating release Items	- Creates an Item for release work. - Creates a change in the New item window of the release management process. - Writes in "Free memo column" the contents of the request for designing a release plan. - Changes the person in charge to the release specialist (planning).	Received
	Release specialist (Planning)	Creating plans	Creates release plans.	Planning
		Requesting acknowledgements	Changes the person in charge to the release manager to get an acknowledgement for the release plan, and changes the status to `Discussing`.	Discussing
		Recalling release plans^#	- Recalls a release plan for which the release specialist has made an acknowledgement request if an input error or other imperfection is found in the release plan.	Investigating
	Release manager	Acknowledgement	- Checks the contents of a plan. - Changes the person in charge to the release specialist (procurement), and changes the status to `Acknowledged`.	Acknowledged
	Release manager	Sending back release plans	- Sends back a release plan for which the release manager has received an acknowledgement request if an input error or other imperfection is found in the release plan.	Investigating
	Release specialist (Procurement)	Procuring hardware and software	- Checks the contents of a release Item, and procures the required software and hardware. - Changes the person in charge to the release specialists (implementation).	Acknowledged
	Release specialist (Implementation)	Performing release operations, and requesting updates of configuration information	- Performs release work. - Fills in the "Job report", changes the person in charge to the configuration change specialist, and asks him or her to take appropriate measures.	Support Requested
	Configuration change specialist	Updating configuration information	- Updates configuration information based on the "Job report". - Changes the person in charge to the release manager.	Acknowledged
	Release manager	Closing	Checks the contents of the release Item work, and closes the release Item.	Close

#: If the person in charge of investigation edits an Item after the status of the Item has been changed to Investigating, the Item cannot be recalled.

After the above considerations, pick out information elements which are handled as individual tasks in individual processes and that need to be managed (such as the keywords in Table 5-2).

Then, compare those information elements with the setting elements of JP1/Service Support, and determine which setting elements must be renamed or added.

Organization of this section

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