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- IT Service + Asset + Knowledge
- Implementation
How a IT Service + Asset + Knowledge rollout works
Set up the service model, rehearse decisions and prepare the team to operate.
Name services and owners
Add the services the team supports, their criticality and the people responsible for them.
Load operating context
Add assets, locations and verified service dependencies, then establish the initial people records.
Configure decisions
Assign responsibility for incident intake, request approval, change authorization and article review.
Rehearse cases
Run an interruption, a submitted request, a planned change and a knowledge publication with the people who will own them.
Connect event sources
Agree how external identifiers map to the working records and how Failed receipts are investigated.
What the customer provides
Provide current service names, owners and criticality, a reliable asset identifier, the people who will work cases, and examples of real incidents, requests and changes. Bring a representative rollback plan and an article that needs review. The team should agree which external events are worth recording and who resolves exceptions. These inputs make the rehearsal meaningful and give each decision a named owner.
Changing it afterwards
When a service owner, asset location or operating policy changes, update the relevant record and retest the cases affected by it. Review views and permissions with the people doing the work. Check that a new event source produces receipts whose provider and external identifiers the team can reconcile. Continue to use the same response and approval path after setup so current records remain readable next to earlier ones.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.