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This guide is still in progress |
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| Object Name | Object Type | Note | Sample Activity |
|---|---|---|---|
Roadmap for ServiceName | Roadmap | Used to track all activities related to creating, updating, and tracking a Service roadmap. Note: More info about Roadmap requirements can be found on the /wiki/spaces/ITSSMH/pages/67699407. |
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CSI Plan for ServiceName | CSIPlan | Used to manage Continual Service Improvement (CSI) Plan, including creation of CSI plan, identifying opportunities for improvement, as well as defining & tracking key measures, and ultimately enhancing/improving service. Note: More info about Service Optimization and Improvement requirements can be found on the /wiki/spaces/ITSSMH/pages/67699407 |
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Communication for ServiceName | CommArtifact | Capture all activities related to documentation, training, and outreach for a Service. Note: More info about Communication & Awareness requirements for a Service can be found on the /wiki/spaces/ITSSMH/pages/67699407 |
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PR: ID - ProblemName | ProblemReport | Used to manage all activities related to conducting Problem Reviews and generation Problem Reports for a Service. Note: More info about Problem Review requirements can be found on the /wiki/spaces/ITSSMH/pages/67699407 |
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AAR: ID - ProblemName | AARReport | Used to manage all activities related to participating in After Action Reviews (AAR) and generating After Action Reports for a Service. Note: More info about AAR requirements can be found on the /wiki/spaces/ITSSMH/pages/67699407 **Note: Since After Action Reviews may touch several service areas, they will be managed in a dedicated AAR space in ITS-PRO and not as part of one single Service space. (see example below) |
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ServiceOfferingName | Select appropriate Object Type | For handling service incidents, answering customer questions, and service requests for a specific service offering |
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| Object Name | Object Type | Activities** |
|---|---|---|
Roadmap for Email & Calendaring | Roadmap |
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CI CSI Plan for Email & Calendaring | CIPlanCSIPlan |
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Communication for Email & Calendaring | CommArtifact |
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PR: PRB0000039 - Email delays | ProblemReport |
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| PR: PRB0000069 - Gmail not reaching campus email servers | ProblemReport |
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Office365 Outlook | AppInstance |
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| Gmail | AppInstance |
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Email & Calendaring Services Note: if support for multiple offerings are often treated together, then an object like this one can be created to track all support work for a group of offerings. | AppInstance |
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Tracking After Action Reviews
Since After Action Reviews may touch several service areas, they will be managed in a dedicated AAR space in ITS-PRO. Each AAR will have it's own object as follows:
| Object Name | Object Type | Tasks |
|---|---|---|
AAR: PRB0000123 - 10,000 Staff email accounts disabled for 3 hours | AARReport |
Since AARs are made up of a series of formal managed steps, instead of Activities, Tasks shall be used to assign dates, estimates, and owners
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Office365 Outlook
- Provide end-user support for Office365 Outlook
- Provide end-user support for Gmail
Email & Calendaring Services
Note: if support for multiple offerings are often treated together, then an object like this one can be created to track all support work for a group of offerings.