Services management
The term service request is used as a generic description for many different types of demands that are placed upon the IT organization by the users. Many of these are typically requests for small changes that are low risk, frequently performed, low cost, and with predefined steps (e.g....
ITIL recommends that an incident priority is derived from the Impact and the Urgency, based on the context of an organization. Octopus can derive automatically an incident priority by selecting the impact and urgency of a incident.
Specific cases of requests restricted by site
All types of request can be created in Octopus by an assignee (and those designated as visible for the self-service Web application may be submitted directly by the user).
From Octopus interface, all incident templates and service request types are accessible. However, to put them available on the Web Portal, they must be designated visible to users.
Octopus’ Automated Approvals Solution enables you to effectively implement the global execution process of a request when an approval is required.
This document will run you through the concepts that support this solution. It was developed in order to consider several approval modes that...
ITIL® is a set of best-practice publications for IT service management. It gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. This article presents basic ITIL® terms used in Octopus.
In a company, it often happens that people from different departments have to work together to deliver a Service Request. Octopus enables End Users to receive Tasks and participate in the execution of a request. They are called "External Assignees". The delivery of the Service Request is more...
