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.
Change - The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.
Change Advisory Board (CAB) - A group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: all areas within the IT service provider; the business; and third parties such as suppliers.
Change Management - The process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.
Incident - An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.
Incident Management - The process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
ITIL - A set of best-practice publications for IT service management. Owned by the Cabinet Office (part of HM Government), ITIL gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ITIL framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. There is also a set of complementary ITIL publications providing guidance specific to industry sectors, organization types, operating models and technology architectures.
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.
Problem - A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation
Problem Management - The process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented.
Release - One or more changes to an IT service that are built, tested and deployed together. A single release may include changes to hardware, software, documentation, processes and other components.
Release Management - The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services.
Service Catalog - A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services.
Task - The Task component can optionally be used with the Incident, Change and Work Order ticket types to create one or more defined activities that must be completed as a step in fulfilling the parent ticket.
Work Order - A formal request to carry out a defined activity.
Source: AXELOS ITIL 2011 Glossary