Best practices content for Service Desk includes a number of artifacts that build on
those provided by the product. These artifacts provide a Service Desk offering with more extensive
pre-defined capabilities. The best practices content is based on a standard installation of
production and test environments.
The best practices content includes the following artifacts:
- Security groups that define access to ticket applications
corresponding to the user roles defined by the IBM® Tivoli® Unified
Process.
Security groups let administrative users manage user authorizations
and access rights to sites, applications, storerooms, labor, General
Ledger (GL) components, and other aspects of the organization.
- Start Centers that provide links to actions, applications,
and graphs relevant to the responsibilities of each role.
- Queries that enable quick access to relevant information
based on the roles defined for ticket management.
- Key Performance Indicators (KPIs) that enable an organization
to monitor and measure progress toward organizational goals.
- Communication templates for commonly used email messages.
- Escalations that define the conditions for automatically
sending an email with a specific communication template.