Service Desk Action Items
- 26 May 2022
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Service Desk Action Items
- Updated on 26 May 2022
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Article Summary
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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 Assessment | Allows you to analyze the resources required for any change. |
| Basic - Workflow main tab instructions with notes | Allows you to provide instructions for a basic workflow and a place for admins to update the workflow with notes. |
| Basic - Analyze - Risk Assessment | Allows you to asses the risks that would be involved in resolving the SR. |
| Basic - Review - User acceptance and actual costs | Allows you to properly close a short change process by getting user acceptance of the costs actually spent. |
| Basic - Approval - Assigned to | Allows 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 notes | Allows you to provide instructions for an ITIL workflow and a place for admins to update the workflow with notes. |
| ITIL - Analyze/Review - CMDB | Allows you to mark the CI Item relevant to the SR. This can fuel the analysis and cost assessment stages. |
| ITIL - Analyze/Review - Resource Assessment | Allows you to asses the resources that would be needed to resolve the SR. |
| ITIL - Analyze - Risk Assessment | Allows you to asses the risks that would be involved in resolving the SR. |
| ITIL - Analyze - Proposed Dates | Allows you to propose a date for the delivery of the SRs resolution. |
| ITIL - Analyze - Budget Data | Allows you to define aspects of the SR that relate to its budget. |
| ITIL - CAB Approval - Assigned to | Allows you to appoint a CAB member to approve a change. |
| ITIL - Implement - Tasks | Allows you yo select tasks and projects associeated with the implementation of the change. |
| ITIL - Review - User Acceptance | Allows stakeholder to confirm that the SR has been properly resolved. |
| ITIL - CAB Approval - CAB Decision | Allows a representative of the Change Advisory Board to approve or reject the change. |
| Problem - Analyze - ROI | Allows you to provide input regarding the ROI of the problem resolution. |
| Problem - Approve | Allows you to assign the decision to approve or reject the problem to a specific user or admin. |
| Problem - Identify | Supports the problem identification process. |
| Problem - Major Problem Review | Allows you to review all the relevant details of a standard problem and confirm that the problem solution was correctly implemented. |
| Patch Management - Coordinate | Supports the Patch Management coordination process. |
| Patch Management - Test | Supports the patch testing process. |
| Patch Management - Backup | Supports the Patch Management backup process. |
| Patch Management - Approve Patch | Allows for the approval of a particular patch installation. |
| Patch Management - Deploy | Supports the patch deployment process. |
| Patch Management - Auto Reject | Supports the Patch Management auto rejection process. |
| Patch Management - Auto Approve | Supports the Patch Management auto approval process. |
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