Definition

EndDefinition

• Each step in the life cycle can be associated with one or more workflow steps. 
• It is highlighted in color once a workflow step is run.

     See Life cycle description

Examples

• Life cycle associated with a workflow
           
• Incident life cycle
           
• Change request life cycle
           
• Service request life cycle
           
• Problem life cycle
           

Notes

• The number of life cycle steps is limited to ten.
• A given life cycle can be associated with one or more workflows. A given workflow can be associated with only one life cycle.
• Each progress action in the life cycle can be associated with one or more workflow steps in the graphic editor. Each step of the workflow can be associated with only one progress action in the life cycle.
• When a life cycle is implemented in a workflow used in a current incident or request or problem, the breadcrumb will appear grayed out in the forms. The step in the life cycle will be highlighted when the workflow moves on to the next step.
• A life cycle cannot be deleted if it is associated with a workflow.

Graphic representation of the life cycle steps

Best Practice

• To improve the legibility of the breadcrumb:
  • Define a short name for each step using one or two words.
  • Limit the number of steps in the life cycle.

• Generally, the number of steps should be:
  • Four for an incident: Creation, Treatment, Validation, Closing
  • Seven for a change request: Creation, Validation, Planification, Preparation, Approval, Execution, Closing
  • Five for a general service request: Creation, Validation, Logistics, Installation, Closing
  • Three for a software installation request: Creation, Installation, Closing
  • Six for a hardware installation request: Creation, Validation, Logistics, Installation, Approval, Closing
  • Variable for a problem. ITIL suggests the following: Detection, Qualification, Prioritization, Resolution, Closing

Characteristics specific to versions 2016 and earlier

The Workflow and Life cycle form in versions 2016 and earlier is different:

• Menu access
• Graphic interface

• Graphic representation of the life cycle
  • The following configuration is proposed by default.
        
  • You can modify the background color and the text color for each life cycle step.  See the procedure.

Screen description

Menu access: References > Other References > Life Cycle

Life Cycle Label: Name of the life cycle.

Order: Order of the life cycle step, automatically updated each time a step is created using  or each time a step is deleted using . You can change the order using  and .

Step: Name of the life cycle step.

Related Processes: Number of workflows associated with the life cycle step.

Procedure and Wizards

How to implement a life cycle in forms

Step 1: Creating the life cycle.

1. Select (menu) > References > Life Cycle in the menu.

2. Create a new life cycle via + New in the top banner.

3. Create each life cycle step via .

4. (optional) Click  and  to order the steps.

5. Click Finish.

Step 2: Associating the life cycle with the workflow.

1. Select (menu) > References > Workflows in the menu.

2. Click  next to the workflow.
The graphic editor will appear.

3. Associate the life cycle with the workflow.

• Display the properties of the workflow via  or double-click the Start step .
• Complete the Life Cycle field.
• Click Finish.

4. Associate each workflow step with a life cycle step.

• Double-click the step.
• Complete the Life Cycle Step field.
• Click Confirm changes.
   

Step 3: Previewing the life cycle in the forms.

• The life cycle will automatically be updated in the form once the workflow starts.

• When a workflow step associated with a life cycle step is started, the life cycle step will be highlighted in the breadcrumb using the colors you defined.

Wizards

Update
Delete