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Need to handle inquiries, failures, and other Items# efficiently and via the correct processes?
JP1/Service Support centrally manages information about the processing status and progress of various issues (registered as "Items", which is a special term for issues managed in JP1) that occur in the system, such as user inquiries and failures. You can track Items from when they are registered to when they are resolved. Items can be managed in accordance with ITIL Service Support processes for incident management, problem management, change management, and release management. This allows you to clearly define the operators' roles in each process. You can quickly assess on-screen information about each Item (such its processing status and progress), and then share this information with your entire team. Inquiries received by email and failure information collected by JP1/Integrated Management can be registered automatically, ensuring that all Items that must be resolved are registered. Based on the severity and degree of impact of each Item, the priority level and deadline for handling the Item are automatically registered. This makes it easy to identify Items of high priority and reduces variation among individual operators, thereby improving control within the team.