Service Desk Operation Tables
The system is prebuilt with the core functionality needed to manage a complex IT organization, including Service Request Management, Incident Management, Problem Management, Change Management, Asset Management, Purchase Management, Project Management, and more. The relationship between these tables was designed according to the basic principles of the ITIL framework. ITIL is a set of best practices intended to improve IT service while reducing failures and costs.
Please review the differences listed above between this standard system and our specialized ITIL system to determine which starting point is better for your needed. This system is not full blown ITIL and it does not offer full SLA and OLA management. If you want that functionality, you would do better to start from the ITIL template.
The general principal of the standard system setup is to point services that require no special approvals into the Service Request table and to point services that require approvals into the Change request table, keeping the workflows for each request type more distinct and simpler. Services such as New Employee Setup and Password Resets are therefore handled within Service Requests.
We have also designed the system so that if a person has a problem with his printer, it does not require the creation of an incident, a problem, and a change request, just to get a new ink cartridge installed, something that at least one ITIL vendor has defined as the "correct" ITIL process. However, if you want to follow this more extended process, we have made it as easy as possible – from any record a button can be clicked to create the related records and map field values from the current record. There are no duplicate text entries when creating problems, change requests and incidents.
We have prebuilt the relationships and functions that many companies may want, while trying not to force too much complexity on those who may prefer a nimbler and more efficient implementation. This is a rather difficult balancing act, and while we have done our best to get it right for the largest number of customers, the real power of the system is in how easy it is to change it to adapt to your company's specific preferences and needs.
We offer guidance throughout this document on how to make changes to the critical relationships and behavior to suit your needs.