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.

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.

Step 1: Update of the software catalog.

• The software catalog identifies all the products available in the IT infrastructure (software, packages, applications, drivers, etc.).

Step 2: Installation of software versions.

• Installation through licenses
• Management of updates

Step 3: Analyze to reduce the operating costs.

• Management of variances between software programs installed /used and the corresponding licenses
• Analysis of exceeding the required configurations
• Corrective actions

Step 4: Archiving of licenses which are no longer used.

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.

Step 1: Stock entry of the consumable.

• Resupply order in terms of a request (service / investment)
• Manual adjustment

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

Step 1: Creation of the incident.

• Self Service: Alert by the requestor user/recipient through the portal (simplified input screen) and transfer to the incidents manager
• Back Office: Creation of a quick call (ticket) or through the New Request/Incident assistant from the inventory of the equipment

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.

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.

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

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 - See Description

Step 4: Validation of the change by the requestor.

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.

• The analytical cost allocation of the invoice is completed to the amount of the order on the budget previously defined through a budgetary commitment.

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.