Life Cycles


Each life cycle is managed using a status to monitor the precise state of the object and its availability.

Life cycle of an item of equipment

The life cycle starts when the item of equipment is added to the IT infrastructure and ends when it is permanently removed from it. 

see Step details

1. Stock entry of equipment (received in a storage location). This can be:

  • A new item of equipment provided by a supplier;
  • An item of equipment transferred from another entity of the organization, which was available in one of its storage locations;
  • An item of equipment being returned to stock following:
    • replacement: return following an exchange of equipment by a user;
    • repair: return of an item of equipment repaired by a supplier;
    • temporary loan: return of an item of equipment loaned to a user temporarily;
    • departure: return of an item of equipment by a user leaving the organization.

2. Availability of equipment through:

  • Commissioning as a result of assignment to a location / entity / user;
  • Recommissioning following a move or a replacement:
    • if the equipment is reassigned, it is immediately reinstalled, without being returned to stock;
    • if it is not reassigned, or following a breakdown requiring a repair, the equipment is returned to stock.
  • A temporary loan to a user.

Note: You can pre-assign equipment available in stock if you want to assign its future use to specific users. However, the equipment will remain available for all users as long as it is not installed.

3. Stock exit of equipment, which can be:

  • Planned when the equipment was installed and specified in the scheduled end date. When this date is reached, a renewal decision must be made:
    • extension of the use of the equipment that remains part of the IT infrastructure for a new period of time (e.g. wait for a budget to replace it);
    • purchase of the equipment under the terms of a leasing contract about to expire, enabling it to be retained as part of the IT infrastructure;
    • final removal of equipment that is no longer used (obsolete, cannot be repaired).
  • Permanent when the equipment no longer exists physically because it has been stolen, scrapped or sold.

         Equipment- Life cycle EN.png

Life cycle of a Service CI

The portfolio of services comprises a set of provisions (service type CIs) managed by a service provider. It consists of three components: 

         Service CI - Life cycle EN.png

Life cycle of a license

The life cycle starts with the acquisition of the license and ends when it is archived.

see Step details

1. Update of the software catalog, identifying all the products available in the IT infrastructure (software, packages, applications, drivers, etc.).

2. Installation of software versions through licenses, and management of updates.

3. Management of variances between software programs installed /used and the corresponding licenses, analysis of exceeding the required configurations, and corrective actions.

4. Archiving of licenses which are no longer used.

         License - Life cycle EN.png
 

Life cycle of a contract

The life cycle starts when the contract is signed and ends when it is closed because it has not been renewed.

see Step details

1. The contract is signed by the IT team and the supplier after conditions have been negotiated by both parties. Invoicing can be performed at the start and/or at scheduled periods.

2. Period of activity, at the end of which the sales manager must make a decision, in compliance with the renewal notice period set by the supplier:

  • tacit renewal under the same terms;
  • renegotiation of the terms;
  • termination.

3. Application of the decision made by the manager. This can lead to:

  • renewal: the contract remains active for a new period;
  • closure: the contract becomes inactive.

         Contract - Life cycle EN.png

Life cycle of a consumable

The life cycle starts when the consumable is added to the IT infrastructure and ends when it is permanently removed from it. 

see Step details

1. Stock entry of the consumable through:

2. Stock exit of the consumable through:

  • Stock taken in terms of service requests;
  • Destocking in terms ofincidents/service requests;
  • Manual adjustments.

         Consumable - Life cycle EN.png
 

Life cycle of an incident

The life cycle starts when a user reports an incident to the hotline and ends when the IT team closes it.

see Step details

1. Creation of an incident for an item of equipment, following an interruption to or degradation of performance noted by a user:

  • Either by an alert by the requestor user/recipient through the Self Service portal (simplified input screen): the sheet created is sent automatically to the incidents manager;
  • Or creation of a sheet by the Back Office, through a call response or through the New Request/Incident assistant from theinventory of the equipment.
Note: As soon as the incident is noted by the IT department, it acquires a Being processed meta-status. If it is flagged through the portal outside the hotline business hours, it acquires a temporary meta-status Pre-noted until it is dealt with by IT support.

2. Start of the workflow associated with the subject of the incident through the catalog, which enables you to define

  • Who is responsible for resolving the incident: identification of roles, domains and groups;
  • What the steps in the procedure for processing it are.

3. Incident processing can be:

  • Resolved immediately: the workflow is ended immediately;
  • Sent to the incidents manager;
  • Resumed later.

4. When it is sent, the technician indicates the action taken:

  • Transfer to another group to redirect an incident which has not been assigned to the correct group;
  • Escalation to a group that is expert in managing this type of incident;
  • Requalification of the category, enabling the incident to be reassigned to new Support persons and to trigger the corresponding workflow;
  • Resolution.

5. Action taken by a new Support person in the event of redirection, escalation or requalification. This may result in the same actions as in step 4.

6. At any time, the incident processing can be suspended due to events for which the IT team cannot be held responsible, e.g. absence of the user, repairs not carried out by the supplier. The incident processing can be subsequently restarted.

Note: During this phase, the incident acquires an On-hold meta-status; the response time is paused, unless it is an event for which the IT Department is responsible.

7. Once the incident has been resolved, it is closed. The processing time is then calculated automatically.

Notes :
  • The incident acquires a Completed meta-status associated with the final step of the workflow.
  • At any time, the incident can be closed early, e.g. manipulation error.
  • A solved incident can be reopened. This may occur, for example, if the recipient discovers, after tests are run, that the problem is still not solved.

         Incident - Life cycle EN.png

Life cycle of a problem and a known error

The life cycle starts when a malfunction occurs without the cause being known, and ends when it cannot reoccur.

see Step details

1. Creation of the problem (usually following identical mass incidents) when the cause of the malfunction is unknown and when there is no immediate or obvious solution.

2. Diagnostics and investigations to find a workaround.

3. Creation of a known error once the cause of the malfunction has been found. The processes of correction through change requests can then be put in place to deal with and resolve all the related incidents.

         Problem and Known error - Life cycle EN.png

Life cycle of a service request

The life cycle starts when a Front Office user submits a request to the IT Department and ends when he confirms that it has been resolved.

see Step details

1. Creation of a service request (usually through the Self-Service Portal) for the provision of goods or services.

2. Validation by a manager (financial / line).

3. In the event of agreement, search in the stock for the items requested or the placing of an order.

4. If an order has been processed, receipt and entry into stock of the items delivered.

5. Installation and provision of the items requested.

6. Validation and assessment of the service by the recipient (quality of the action taken, deadlines met).

         Service Request - Life cycle EN.png

Life cycle of a change request

The life cycle starts when a Back Office user submits a request for a change to be made and ends when he confirms that it has been implemented.

see Step details

1. Creation of a change request, usually for an item managed in CMDB.

2. Approval by a manager (financial / line).

3. If accepted, implementation of the change. The procedure depends on the type of change: Standard, Normal, Urgent - Open url.png see Description

4. Validation by the requestor of the change.

         Request For Change - Life cycle EN.png

Life cycle of an investment request

see Step details

1. Creation of an investment request for a standard configuration of equipment / software / consumables.

2. Validation by a manager (financial / line).

3. If agreed, placing of an order for the items requested (or addition to an existing order).

4. Receipt and entry into stock of the items delivered.

5. Input of the invoice relating to the receipt, so that the amount of the order can be allocated to the budget previously defined through a budgetary commitment.

         Investment Request - Life cycle EN.png

Life cycle of a project

The life cycle starts when the project is initiated and ends with the delivery of the product, or with it being abandoned in the event of a problem.

see Step details

1. Initiation: Definition of the project objectives (the product) its budget, risks, uncertainties, target date for completion and any links with change requests.

2. Design:

  • Definition and planning of tasks and resources (participants, equipment, CI)
  • Setting up the project team
  • Production of the Gantt Chart

3. Monitoring: Real-time monitoring through:

  • Input of time sheets by the team members;
  • Analysis of the project health indicators by the managers (meeting the budget, deadlines, progress, workload).

4. End: Delivery of the product or cancellation if a problem has occurred

         Project - Life cycle EN.png

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Last modified by Unknown User on 2018/01/04 15:56
Created by Administrator XWiki on 2013/04/05 14:48

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