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Table of Contents
Incident Management Module
Initial Training Student Guides
- IM Student Guide 1: Introduction
- IM Student Guide 2: Navigating
- IM Student Guide 3: Using MyHIT
- IM Student Guide 4: Using Consoles
- IM Student Guide 5: Working Incidents
- IM Student Guide 6: Creating Incidents
- IM Student Guide 7: Update and Resolve Incidents
- IM Student Guide 8: Summary
- Incident Management Procedure and SLA/Escalation Reference
- Quick Reference: Remedy Incident Management V9.1
- Quick Reference: On-Call Schedule Updates
- Incident Search Examples
- Escalation Reference
- Quick Reference: Create Change Request
- Quick Reference: Creating a Ticket
- Quick Reference: Emailing Customers
- Quick Reference: Monitoring the IM Console
- Quick Reference: Receiving
- Quick Reference: Reassigning
- Quick Reference: Acknowledging
Change Management Module
- How to create a change request
- How to perform the post implementation review
- How to set up an alternate approver
- How to view Draft change requests
- How to Modify a Change Request that is in the Approval Stage
- HIT Change Advisory Board (CAB) guidelines
- Student Guide
Work Order Module
- How to Create and Assign a Work Order
- Work Order Cheat Sheet
- How to convert an Incident to a Work Order (and vice-versa)
- Detailed CBL available in netLearning. Log in and search for Work Order Management
Knowledge Management Module
- ITIL and ITSM Terminology
HIT ITSM Usage Guidelines
Incident Usage - Incident tickets will be used to identify unplanned interruptions or failures of HIT supported services.
Change Usage - Change tickets will be used to identify the addition, modification or removal of anything that could have an effect on HIT supported services. The HIT Change Management Procedure provides a more detailed explanation of the change categories and approval workflows.
Work Order Usage - Work Order tickets will be used to identify standard requests for HIT supported services. These service requests are generally low risk and with pre-defined authorization and qualification criteria. Their scale and/or frequency may congest or obstruct the Incident and Change Management processes.
Task Usage - One or more Tasks can be optionally added to a parent Incident/Change/Work Order as needed to better define the detailed activities needed to complete the parent ticket. Tasks should only be assigned within the Support Group owning the parent ticket unless cross-team task assignment has been agreed upon by the Support Group managers.
Who uses ITSM?
First, what is ITSM? ITSM = "IT Service Management" - The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
Then who uses ITSM? HIT staff and other IT staff working under the direction of the CIO who are assigned technical support roles dealing directly with the technical implementation, management and issue resolution of HIT supported services provided to customers.
Below are frequently used ITIL and ITSM terms that are part of our HIT transformation to ITIL-based service management workflows.