ITSM Glossary
Service request | A request is an expression of a need for something to be fulfilled. In JSM, requests can be tracked and managed using the service desk’s request management features. To implement requests in JSM, you can create a new service desk project and configure it with the appropriate queues, SLAs, and custom fields. Once the project is set up, users can submit requests through the service desk’s customer portal or via email. |
Incident management | An incident is an unplanned interruption to, or a reduction in the quality of, an IT service. In JSM, incidents can be tracked and managed using the service desk’s incident management features. To implement incidents in JSM, you can create a new service desk project and configure it with the appropriate queues, SLAs, and custom fields. Additionally, you can set up incident management workflows and assign incident management roles to specific users or groups. |
Problem management | Problem management is the practice of identifying, diagnosing, and resolving the root cause of incidents. In JSM, problem management is implemented by creating a new problem management project and configuring it with the appropriate custom fields and workflows. Additionally, you can set up integrations with other tools, such as incident management projects, to ensure that problems are identified and resolved promptly. |
Change management | A change is the addition, modification, or removal of anything that could affect IT services. In JSM, changes can be tracked and managed using the service desk’s change management features. To implement changes in JSM, you can create a new service desk project and configure it with the appropriate queues, SLAs, and custom fields. Additionally, you can set up change management workflows and assign change management roles to specific users or groups. |
Service catalog | A service catalog is a complete list of services the IT organization provides. In JSM, a service catalog can be set up to provide customers with a centralized location to view and request services. To implement a service catalog in JSM, you can create a new service project and configure it with the appropriate queues and custom fields. Additionally, you can set up a dedicated customer portal that displays the service catalog and allows customers to submit service requests. |
Asset management | Asset management is the practice of managing the entire lifecycle of assets, from procurement to retirement. In JSM, there is a feature called Asset that can be set up so that you can keep track of all your IT and Business assets. It is also called Configuration Management Database (CMDB). |
Knowledge management | JSM enables you to create, organize, and share knowledge articles with your customers and users through Confluence. |
References
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