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- IT Service Management
- Who it's for
- Distributed operations
Distributed operations
A team supporting several sites needs to know which service is affected and where an interruption happened. The incident carries priority, assignee and service. An outage adds site code, device number, start time and restoration time. An impact record describes whether the service is delayed or unavailable.
How IT Service Management is set up for you
Site response
Use the affected service and device to direct the responder to the right location.
Restoration
Keep the outage window beside the incident resolution record so reviewers can explain duration.
Equipment context
Inspect the asset register and verified service links when a device supports shared operations.
A team supporting several sites needs to know which service is affected and where an interruption happened. The incident carries priority, assignee and service. An outage adds site code, device number, start time and restoration time. An impact record describes whether the service is delayed or unavailable.
Choose the sites and services the response team already operates. Agree the format for site codes and device identifiers before opening the outage register to regular use. Give each service an owner and criticality. When an interruption occurs, record the incident first, then attach the outage and impact evidence to that case.
Rehearse a service marked unavailable at one site. The Incident Responder acknowledges the case, records investigation updates and enters the outage start. The service owner checks the impact and any workaround. At restoration, enter the outage end and the incident resolution time, then ask another person to reconstruct what happened.
Review asset custody for the affected device. An asset status and an assignment record should tell the same story. For a repeated fault, open a problem record with its owner and root cause as the investigation develops. A planned fix should move into a change with a review decision and rollback plan.
Features to start with
Roles on the team
- Service Desk Agent
- Owns intake, triage and request follow-through.
- Incident Responder
- Investigates interruptions and records restoration evidence.
- Change Manager
- Prepares risk, timing and deployment records for review.
- CAB Reviewer
- Records an advisory decision on a proposed change.
- Admin
- Maintains people, services and asset context.
Set up IT Service Management your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.