Livoa LogoLivoa
Detect
• Portal


• Call

• E-mail

• Automation

Log Incident
Creator can:


• Manually log incident

• Take over autogenerated incident

Phase: Record
Creator records basic details:


• Who (Requestor)

• What (Description)

• Hear (Call Source)

Phase: Classify
Creator classifies Incident:


• Categorize (Service/Category/Subcat.)

• Assign Priority

• Major Incident

• Primary CI

! Initiator reports that something is not working (Incident)
? Initiator requests information/advice or access/standard change (Service Request)
Phase: Investigate
! Warning
Ownership is assigned:


• Owned By: Select Owner

• I Want To: Take Ownership

Owner begins work (Next: Begin Work).
Owner completes Specifics form to capture details.
Owner develops resolution:


• Searches Knowledge Base

• Views Similar Incidents

• Creates Tasks (Work Items, Escalations, Time Tracking)

• Uses Actions (One-Steps, Quick Templates, etc.)

Owner resolves (diagnoses) Incident:


• Mark as Resolved: Next: Resolve

• Record resolution details

• Record resolution code

Phase: Fulfill
Ownership is assigned:


• Owned By: Select Owner

• I Want To: Take Ownership

Owner begins work (Next: Begin Work).
Owner completes Specifics form to capture details.
Owner develops resolution:


• Searches Knowledge Base

• Views Similar Incidents

• Creates Tasks (Work Items, Escalations, Time Tracking)

• Uses Actions (One-Steps, Quick Templates, etc.)

Owner resolves (fulfills) Request:


• Mark as Resolved: Next: Resolve

• Record resolution details

CSM Determines Type
Phase: Resolve
Owner submits resolution to Knowledge Base (as KA): Submit to Knowledge Base
Phase: Closed
Clone incident to reopen: • Next: Mark as Recurring • I Want To: Mark as Never Fixed

Test-1

by Assim

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