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.