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- IT Service + Asset + Knowledge
- Who it's for
- Multi-site IT operations
Multi-site IT operations
A team supporting several locations needs to identify where a device sits without losing the shared service it supports. Asset location, condition and service assignment give the Service Desk Agent that context during incident intake. A named asset dependency adds a verification date for relationships the Asset Manager wants to check explicitly.
How IT Service + Asset + Knowledge is set up for you
Local identity
Use asset tags and serial numbers to distinguish equipment at different sites.
Shared service context
Relate incidents, requests, changes and problems to the affected service.
Dependency review
Keep named asset service links current when equipment moves or changes role.
Decision queue
Let the Service Manager handle submitted requests without confusing them with approved work.
A team supporting several locations needs to identify where a device sits without losing the shared service it supports. Asset location, condition and service assignment give the Service Desk Agent that context during incident intake. A named asset dependency adds a verification date for relationships the Asset Manager wants to check explicitly.
Select one service used across locations and name its owner. Add a small set of representative assets with distinct locations and conditions. The Asset Manager should verify the relevant dependency records, then inspect Service assets and Asset dependencies side by side. Open an incident for an asset in Maintenance and confirm that both the equipment and shared service appear on the case.
Next, schedule a change for that service. Have the Change Approver inspect the intended start and end and the rollback plan. A second location may depend on the service, so the manager should check the service context before implementation. After the change, record its verified or rolled back outcome and compare it with any incidents for the same service. This rehearsal gives the team a clear route from local equipment to the shared operational decision.
Features to start with
Roles on the team
- Service Manager
- Owns service decisions and reviews work across incidents, requests and changes.
- Service Desk Agent
- Receives and works incidents and service requests.
- Change Approver
- Reviews proposed changes and authorizes implementation.
- Asset Manager
- Maintains asset identities, service assignments and dependency evidence.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.