Goals:

Increase productivity
Enforce business rules
Provide automation where possible
Provide audit trail
De-provisioning and re-provisioning appropriate assets
Change Order Management
Workflow Tasks
Individual assignment and notification
Track cost & time

Often used by:

IT
HR
Facilities

Request / Incident / Problem Management Overview / benefits:

Request for Change or Service
Profile information Activities Related requests Attachments Properties
Announcements
Submit requests / Self-Service
Search
Knowledge base
Check status
Track assets through the operational life-cycle

Relate assets to:

Requests or Change Orders
Contacts, end-users
Organizations
Out-of-the-box integration with Asset Management tools (inventory discovery tool)

Root Cause – Knowledge retention / re-use:

Key word search
Web-based
Analysts/End user enabled
Often used for:
Storing “Internal Memory”
Initial troubleshooting steps
Defining processes
Compress Ramp-Up Time
Leverage Known solutions

Business Benefits:

Operational Efficiency and Cost Containment
Streamlines user management
Automates provisioning & de-provisioning
Reduces help desk and other user administration costs
Increases user productivity
Business Facilitation with Risk Mitigation
Supports new services, applications and data bases
Improves customer service
Supports regulatory compliance
Prevents “ghost-user accounts”