Service Desk Action Items
    • 26 May 2022
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    Service Desk Action Items

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    Article summary

    SysAid provides a variety of out-of-the-box action items that you can use for your Request, Change, and Problem workflows.

    Action Items
    Description
    Basic - Analyze - Resource AssessmentAllows you to analyze the resources required for any change.
    Basic - Workflow main tab instructions with notesAllows you to provide instructions for a basic workflow and a place for admins to update the workflow with notes.
    Basic - Analyze - Risk AssessmentAllows you to asses the risks that would be involved in resolving the SR.
    Basic - Review - User acceptance and actual costsAllows you to properly close a short change process by getting user acceptance of the costs actually spent.
    Basic - Approval - Assigned toAllows you to assign the decision to approve or reject the action item or SR to a specific user or admin.
    ITIL - Workflow main tab with notesAllows you to provide instructions for an ITIL workflow and a place for admins to update the workflow with notes.
    ITIL - Analyze/Review - CMDBAllows you to mark the CI Item relevant to the SR. This can fuel the analysis and cost assessment stages.
    ITIL - Analyze/Review - Resource AssessmentAllows you to asses the resources that would be needed to resolve the SR.
    ITIL - Analyze - Risk AssessmentAllows you to asses the risks that would be involved in resolving the SR.
    ITIL - Analyze - Proposed DatesAllows you to propose a date for the delivery of the SRs resolution.
    ITIL - Analyze - Budget DataAllows you to define aspects of the SR that relate to its budget.
    ITIL - CAB Approval - Assigned toAllows you to appoint a CAB member to approve a change.
    ITIL - Implement - TasksAllows you yo select tasks and projects associeated with the implementation of the change.
    ITIL - Review - User AcceptanceAllows stakeholder to confirm that the SR has been properly resolved.
    ITIL - CAB Approval - CAB DecisionAllows a representative of the Change Advisory Board to approve or reject the change.
    Problem - Analyze - ROIAllows you to provide input regarding the ROI of the problem resolution.
    Problem - ApproveAllows you to assign the decision to approve or reject the problem to a specific user or admin.
    Problem - IdentifySupports the problem identification process.
    Problem - Major Problem ReviewAllows you to review all the relevant details of a standard problem and confirm that the problem solution was correctly implemented.
    Patch Management - CoordinateSupports the Patch Management coordination process.
    Patch Management - TestSupports the patch testing process.
    Patch Management - BackupSupports the Patch Management backup process.
    Patch Management - Approve PatchAllows for the approval of a particular patch installation.
    Patch Management - DeploySupports the patch deployment process.
    Patch Management - Auto RejectSupports the Patch Management auto rejection process.
    Patch Management - Auto ApproveSupports the Patch Management auto approval process.