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Intelligence | IT service management
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.
With JP1/Service Support, operators can share with their team members Item information, such as user inquiries and failure notifications that have been received, and the processing status and progress of each Item. This helps ensure that all Items are handled in a timely manner.
In addition, Items can be managed according to ITIL Service Support processes: incident management, problem management, change management, and release management. This allows you to clearly define operators' roles in each process.
ITIL : Information Technology Infrastructure Library
In addition to manually registering issues as Items, you can also have information about failures detected by JP1/Integrated Management 2 and user inquiries received by email automatically registered as Items in JP1/Service Support. This not only saves time but also prevents input errors and omissions.
With JP1/Service Support, each operator can filter the list of Items to find only the Items that they are responsible for, allowing them to more efficiently check the priority levels and work deadlines of those Items. Furthermore, work history and other information about past Items is retained as a knowledge base that can be referenced by operators handling similar Items. Reducing the amount of time needed to investigate how to temporarily isolate or correct the causes of failures leads to faster Item resolution.
For a problem that is not similar to any past Items, operators can escalate the problem to the next process (problem management) by using simple GUI operations, in order to request an investigation into the root cause of the problem and possible workarounds.
You can define the processes to be performed throughout the handling of an Item (such as cross-checking, investigation, and approval) from when an Item is registered, to when it is resolved. The person who registered the Item and other operators handling the Item can view the Item's overall workflow, check the status of actions that have been taken, and look ahead at later actions in the workflow. If an action is not completed by the scheduled deadline, you can follow up with the person responsible for that action, to prevent delays in Item processing.
You can view a breakdown of Items by their statuses, such as "In progress", "Delayed", and "High priority". This can help you understand the progress of Item handling at a high level and can be used to share status information with members of your team.
You can define a policy for setting the priority level and deadline of each Item based on its severity and degree of impact. If such a policy is defined, when Items are registered, their priority levels and deadlines will be automatically set according to the policy. This not only lightens the workload of operators who register Items, but also reduces variation among individual operators by applying uniform rules.
By checking an Item's history to see who has updated the Item and how the Item was updated, you can verify that all Items are handled properly and that investigation results are not falsified, whether intentionally or inadvertently.
To customize JP1/Service Support to match your actual operations, you can choose which input fields to display in the Item registration window, and add or change Item statuses.
JP1/Service Support assists you in compiling reports of various statistics, including the total number of registered Items, the average time required to resolve a registered Item, the rate (percentage) of Items that were solved by primary support, the rate (percentage) of Items processed by their deadlines, and a breakdown of the causes of issues. These reports can then be used to identify latent problems and to improve your system.