Setting up service management
The TRIRIGA® Application Platform implements
the business rules of the organization in accordance with the service management setup. To access
the service management setup records, you can log in as an administrative user, such as Service
Manager.
Service management setup overview Setting up request class records IBM® TRIRIGA , the request classification (or request class) determines which business rules are applied by the service assignment process, which controls the routing and fulfillment of work (such as a capital project, facility project, and work task). For more information, see Project or task creation . The IBM TRIRIGA Application Platform includes a collection of pre-configured request class records that can be edited or expanded. For example, a request class of Room Too Warm might define which service processes to follow when an employee submits a "Room Too Warm" request. Depending on your role, you can edit or expand the request class structure in the classification hierarchy as described below.Setting up service plans Setting up procedures Setting up reading groups Generating service assignment matrix records Adding solution records to the knowledge base Configuring work time and cost estimates Using the Service Management Setup wizard