Service Definition

Introduction

A Task (which is called an Assignment in the Track-It! application) is a specific job that one technician registers in the system and assigns to himself or to another technician. The Task Management process is used to standardize and formalize the way tasks are registered and documented.
  

Scope of application

This process is applied in the following cases:

• Tasks or services associated with requests.
• Tasks or services affecting an inventory item or a customer's configuration.
• Any other task formally assigned to a technician or group of technicians requiring follow-up.

It is important to note that if the Task or service meets the criteria for applying the Change Management process, the Task Initiator must first submit an RFC and wait for this to be approved.

Process

The Task Management process is as follows:
 

Process Summary

The Task Management process consists of 6 procedures:

1. If the Task or service meets the criteria for applying the Change Management process, a RFC must first be submitted. If a Change Request is not needed (or the RFC has been approved), the task is created following procedure 1. Creating and assigning tasks. When the task is assigned, the system will automatically send a notification to the Technician with all the details.
     
2. The procedure 2. Analysis, planning and preparation includes the task analysis and preparation, coordination of dates with the customer, and other planning aspects.
     
3. The procedure 3. Reassigning tasks is applied in cases where the task has not been assigned correctly, or cannot be completed for any other reason. When reassigning the task, the system will automatically send a notification to the newly assigned Technician.
     
4. The procedure 4. Service delivery covers the delivery of the requested service. In the case of any anomalies or problems, the Task Initiator is informed.
     
5. The procedure 5. Documenting the service establishes how to document the tasks as they are performed. This includes updating the data in the CMDB, if changes have been made to Assets.
     
6. Procedure 6. Closure establishes when and how the Task is closed in the system. When this is done the Task Initiator will receive an email notification with the details of the task.
     

Roles

In the Task management process, a distinction should be made between the following roles or profiles:

• The Task Initiator is the person assigning the task. Normally, this is the manager of the technical department, or the technician in charge of resolving a request. The Task Initiator is always a technician, never a customer.
    
• The Technician is the person performing the task.
    
• The Customer is the recipient of the task, in the case of a service intervention. There is not always a customer associated with a task, although it is frequently the case, as most tasks are derived from requests which have been submitted by customers.
    

The Task Initiator applies the first procedure (creating and assigning the task), while all other procedures are applied by the Technician performing the service.