The installation of the Workflow Platform and ServiceDesk modules includes an initial configuration of ServiceDesk and the Process Manager portal. The initial configuration lets you select the parts of ServiceDesk to install and configure communication settings.
Before you use ServiceDesk in your production environment, you must configure ServiceDesk to meet your needs. First, you must add users and groups and set up their permissions. Also, ServiceDesk comes with a default set of business of hours. You need to configure the business hours and add holidays to meet your schedule.
Before you use the Problem Management and Knowledge Management processes, you may want to modify the email notifications and personalize the Process Manager portal.
Out-of-the-box, Change Management provides a default CAB and one preconfigured rule. The OnChangeReceived ruleset comes with a rule that routes all change requests to that default CAB. Before you put the Change Management process into production, you must perform certain tasks.
Examples of the tasks you must perform to configure the Change Management process are as follows:
Create your Change Approval Boards.
Create email templates.
Configure your Change Management rulesets.
Out-of-the-box, Incident Management provides a default Service Queue, two preconfigured routing rules, and default Service Level Agreement levels, escalations, and milestones. The OnIncidentReceived ruleset has a preconfigured rule that routes all incidents to the default Service Queue. The OnResolutionVerified ruleset has a preconfigured rule that sends out the Customer Satisfaction Survey when a ticket is resolved. Before you put the Incident Management process into production, you must perform certain tasks.
Examples of the tasks you must perform to configure the Incident Management process are as follows:
Configure your Service Level Agreement levels, escalations, and milestones.