Work Process

The work process must be registered in the following cases:

• when a service becomes unavailable or degrades during working hours,
• when the functionality of a service changes for its users, or
• when updates to configuration management information registered in the Service Management application are required.

A work process typically contains a series of tasks, which must be completed by different individuals. At the same time, some tasks within a work process may be performed by different people simultaneously, while others require sequential execution.

The Work Process Manager is responsible for planning and coordinating each work process. As needed, they can make changes to their work processes by adding or removing tasks and adjusting the relationships between them.

Only a person with the role of Work Process Manager in this space can manage the work processes of that space.

Following the selection of a request or problem, the Work Process Manager can create a new work process for them using the “Link to New Workflow” option in the action menu.

The Fields of a Work Process page presents recommendations for using each field in the work process form.