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Hitachi

Integrated Operations Management JP1

Need to handle inquiries, failures, and other Items# efficiently and via the correct processes?

JP1/Service Support centrally manages 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 escalated in accordance with ITIL Service Support processes for incident management, problem management, change management, and release management. This allows the relevant persons on a team to easily share information such as the processing status and progress of each Item, and to quickly determine the management status. 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. The severity level and work deadline for each Item can also be registered automatically, reducing variation among individual operators and improving the control of Item handling.

Centrally manage Items with JP1/Service Support

Benefits of the product

  • Manage the progress (status) of Item handling. If an Item is not processed for a certain length of time, the person in charge of the Item is automatically notified via email. Furthermore, you can receive warnings for Items whose work deadlines are approaching to avoid overlooking such Items.
  • Items from JP1/Integrated Management can be registered automatically, which saves time and prevents input errors.
  • Item history information can be used as a reference, for example, when handling similar Items in the future. By checking the Item history information, you can reduce the amount of time needed to investigate how to temporarily isolate or correct the causes of failures, which leads to faster Item resolution.
  • #: An Item is an issue managed using JP1. Items include incidents, problems, changes, and release-related issues. Each Item is registered in a workflow designed to best handle that type of Item. After an Item is resolved, details about the Item can be automatically stored for future reference.