Life Cycles

Last modified on 2022/05/28 10:54
Contents

Each life cycle is managed using a status to monitor the progress of the object.

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. 

Open url.png   Life cycle step details.

Step 1: Stock entry of equipment in a storage location.

  • New item of equipment provided by a supplier
  • Item of equipment transferred from a storage location of another entity of the organization
  • Item of equipment being returned to stock following:
    • replacement-exchange;
    • repair;
    • temporary loan;
    • departure of a user leaving the organization.

Step 2: Availability of equipment.

  • Commissioning 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.
  • 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.


Step 3: Stock exit of equipment.

  • Planned when the equipment was installed. When the scheduled end 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 offered by a service provider, and managed as service configuration items (CI) in the CMDB. It consists of three components: 

Open url.png   Life cycle step details.

Step 1: Update of the Service Pipeline.

  • The Pipeline identifies all service CIs that are currently being designed (development or test phases).

Step 2: Update of the Service Catalog.

  • The Catalog identifies all the service CIs that are approved. They can be made available to users.

    Note: You can move a service CI from the Service Catalog to the Service Pipeline if you want to initialize a new design or test phase.


Step 3: Archiving of the service CIs.

  • The archieved CIs will disappear from the catalog. They will no longer be available to users.

    Note: You can move an archived service to the Service Catalog if you want to make it available again.

          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.

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          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.

Open url.png   Life cycle step details

Step 1: Signing of the contract.

  • The contract is established between the IT team and the supplier after conditions have been negotiated.
  • Invoicing can be performed at the start and/or at scheduled periods.

Step 2: Period of activity of the contract.


Step 3: Application of the decision made by the manager.

  • At the end of this period (in compliance with the renewal notice period set by the supplier), the contract may be:
    • renewed tacitly under the same terms or renegotiated: the contract remains active for a new period;
    • terminates: the contract will stop.

          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. 

Open url.png   Life cycle step details

Step 1: Stock entry of the consumable.


Step 2: Stock exit of the consumable.

  • Stock taken in terms of a service request
  • Destocking in terms of an incident/service request
  • Manual adjustment

          Consumable - Life cycle EN.png

Life cycle of an incident

The life cycle starts when a user reports an incident to the hotline (following an interruption to or degradation of performance for an item of equipment) and ends when the IT team closes it. Progress within the process can be displayed via a breadcrumb in the Incident form. Open url.png See Implementation
         Incident breadcrumb.png

Open url.png   Life cycle step details

Step 1: Creation of the incident.

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.

Step 2: Start of the workflow associated with the subject of the incident.

  • The workflow is specified at the catalog.
  • It specifies:
    • Who is responsible for resolving the incident: identification of roles, domains and groups;
    • What the steps in the procedure for processing it are.

Step 3: Incident processing by the hotline.

  • 3 options are available from the quick call:
    • Resolved immediately: the workflow is ended immediately
    • Sent to the incidents manager
    • Creation of a draft for a resume later

Step 4: Set of actions performed by the technicians.

  • Each technician can carry out:
    • a transfer to another group: redirection of the incident which has not been assigned to the correct group
    • an escalation to an expert group
    • a requalification by modifying the category: the incident will be reassigned to new Support persons and the workflow associated to the new category will be triggered
  • The incident is resolved at the end of the process.

Step 5 (Optional): Suspension/Reopening of the incident.

  • 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.
  • 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.

Step 6: Closure of the incident.

  • The processing time is then calculated automatically.
  • The incident acquires a Completed meta-status associated with the final step of the workflow.
    Notes :
    • 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 (usually following identical mass incidents), and ends when it cannot reoccur. Progress within the process can be displayed via a breadcrumb in the Problem form. Open url.png See Implementation
         Problem breadcrumb.png

Open url.png   Life cycle step details

Step 1: Creation of the problem.

  • There is no immediate or obvious solution

Step 2: Diagnostics and investigations.

  • Search of a workaround

Step 3: Creation of a known error.

  • A known error can be created once the cause of the malfunction has been found.

Step 4: Correction of the incidents related to the problem.

  • 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 user submits a request to the IT Department for the provision of goods or services, and ends when he confirms that it has been resolved. Progress within the process can be displayed via a breadcrumb in the Service request form. Open url.png See Implementation
         Service request breadcrumb.png

Open url.png   Life cycle step details

Step 1: Creation of the service request.

  • Usually, the request is made through the Self-Service Portal.

Step 2: Validation by the manager.

  • It can be a financial or a hierarchical manager.

Step 3: Process of the request.

  • Stock taken for the available items
  • Process of an order for the items not available in stock

Step 4 (Optional): Stock entry for the items delivered.

  • If an order has been processed

Step 5: Installation and provision of the items requested by the user.


Step 6: Validation of the service by the user.

  • 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 (usually for an item managed in CMDB), and ends when he confirms that it has been implemented. Progress within the process can be displayed via a breadcrumb in the Change request form. Open url.png See Implementation
         Request for change breadcrumb.png

Open url.png   Life cycle step details

Step 1: Creation of the request.


Step 2: Validation by the manager.

  • It can be a financial or a hierarchical manager.

Step 3: Implementation of the change.

  • The procedure depends on the type of change: Standard, Normal, Urgent - Open url.png See Description

Step 4: Validation of the change by the requestor.

          Request For Change - Life cycle EN.png

Life cycle of an investment request

The life cycle starts when a Back Office user submits arequest for a standard configuration of equipment / software / consumables, and ends when all the items have been received.

Open url.png   Life cycle step details

Step 1: Creation of the request.


Step 2: Validation by the manager.

  • It can be a financial or a hierarchical manager.

Step 3: Process of the request.

  • Placing of an order or addition to an existing order

Step 4 (Optional): Entry into stock of the items delivered.


Step 5: Input of the invoice.

          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.

Open url.png   Life cycle step details

Step 1: Initiation of the project.

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

Step 2: Definition of the project structure.

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

Step 3: Real-time monitoring.

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

Step 4: Delivery of the product.

          Project - Life cycle EN.png

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