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- IT Service Management
- Frequently asked questions
Questions, answered
Answers for teams preparing the first service management cycle.
IT Service Management
10 questions
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How do I get started?
Click Get started, then use Proto to configure IT Service Management for your business. Start with owned services, the people who respond, and one incident, request and change to rehearse.
Which records should we enter first?
Enter people and services before loading cases. Add the assets and verified service links responders need to assess impact.
How is an incident assigned?
The incident names an assignee and affected service. The desk records priority, and the responder acknowledges and updates the case.
How do requests show progress?
A service request carries its requester, service, due date and status from submission through completion or rejection.
Who decides whether a change proceeds?
A CAB Reviewer records the advisory decision and reason against the change. Agree the reviewer and decision rules during setup.
Where do we record a failed deployment?
Use the deployment outcome and relevant rollback checks. Keep the change decision and the execution result both visible.
How do we see service dependencies?
Link assets to services and record when each link was verified. Check the asset register and custody record during incidents.
Can we review an outage after restoration?
Yes. The outage record holds start and restoration times, site and device context, and its incident reference.
How are knowledge articles maintained?
An owner keeps the article body, service, status and publication date current. Reader feedback can prompt revision or archiving.
What does an integration receipt tell us?
It records an inbound event’s source, external identifier, receipt time, payload hash and handling outcome. Review rejected and failed receipts with the source owner.
Set up IT Service Management your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.