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- IT Service + Asset + Knowledge
- Frequently asked questions
Questions, answered
Answers for teams preparing their first service operating cycle.
IT Service + Asset + Knowledge
9 questions
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How do I get started?
Click Get started, then use Proto to configure IT Service + Asset + Knowledge for your business. Begin with a few active services, named owners and assets your agents can identify, then rehearse an incident and a submitted request.
Who owns an incident?
The incident names an assigned person. The Service Desk Agent uses that assignment with the affected service and asset to continue the response.
Can I see when an incident was acknowledged?
Yes. Record the actual acknowledgment time on the incident. The opening and resolution times are kept on the same case.
How does a request receive approval?
A submitted service request goes to the Service Manager for a decision. Approved work enters fulfillment; rejected work keeps its rejection outcome.
What does a change review include?
The Change Approver checks the affected service, risk, scheduled start and end, and rollback plan before recording a decision.
How are assets tied to services?
Each asset references a service. A named asset service link can also record the dependency type and when it was verified.
Where does a recurring issue go?
Use a problem record with a statement, service, owner and root cause. Its status shows whether investigation is open, a known error or resolved.
How does an article become current guidance?
The Knowledge Editor drafts it for a service, reviews its content and records the publication time when it moves to Published.
What can I learn from integration receipts?
A receipt records provider, external event identifier, receipt time, payload hash and processing outcome. The team can inspect Failed and Rejected outcomes for follow-up.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.