Context

A new employee, hired as a project manager, has a scheduled start date that requires him to be online and productive when he arrives at his office. He needs to have a laptop imaged with a standard OS and any other application needed to support his project management role.

Description

Steps	Process and Activity	Roles	Work products	Tools
The Service Desk receives a request to initiate user provisioning of a new laptop. As this cannot be done by the Service Desk, the request is forwarded to Change Management.	Request Fulfillment Fulfill or Route Service Request	Request Analyst	Change Request	Service Desk – User Contact Management
The request is evaluated and because it is of a routine nature, it is categorized as a standard change.	Change Management Accept and Categorize Change	Change Manager	Change Request	CCMDB – Change Management
Desk Side Services image a laptop with appropriate user profile based requirements.	Asset Management Ready and Control Asset	Asset Analyst	Allocated Asset Items	ITCM – Ready and Control Asset
The new laptop is distributed to the new employee's manager in time for his start date.	Change Management Coordinate Change Implementation	Change Implementor	Change Implementation Communication	CCMDB – Change Management CCMDB – Verify and Audit Configuration Items
Change Management follows up with the new hire's manager to ensure the request was satisfactorily completed and upon getting confirmation, closes the request.	Change Management Review and Close Change	Change Manager	Change Request

Obtaining more information

To get more information, talk to a representative, purchase IBM® Service Management tools, or visit the IBM Service Management page.