Context

Tool mentors explain how a tool can perform tasks, which are part of ITUP processes and activities. The tasks are listed as Related Elements in the Relationships section.

You can see the details of how processes and activities are supported by this tool mentor, by clicking the links next to the icons:

•   Incident Management
  •   Classify Incident and Provide Initial Support

Details

IBM® Tivoli® Asset Management for IT allows you to manage all data aspects related to incidents. One key criterion is the classification of the incident. This can perform several functions like routing the incident to the appropriate service desk to resolve the incident, reporting the incident in order to analyze incidents with a view to tackling underlying problems and reducing the number of incidents, and grouping similar incidents for which there might be one resolution.

To classify an incident

Log in to IBM Tivoli Asset Management for IT, open the Goto menu, select Service Desk and then Incidents. 

Figure 1. The IBM Tivoli Asset Management for IT log in screen

To classify an existing incident

Select the incident by typing a keyword of the description, or the incident number. You can also use the other search fields to find assets. 

Figure 2. Selecting Incident opens the asset details related to the incident 

Notice the classification field and the lookup icon to the right of the field. Click the icon to see the options and to classify the incident.

Figure 3. The Incidents details page

Adding options

Use the + symbol to open the list of options. When the appropriate classification is found, click the square symbol to populate the field with the classification.

Figure 4. The Classify options menu

Adding descriptions

Although the description field can provide more useful information than the classification field, the level of information available is a matter of what is entered using the Classifications module early in the implementation process. Save the record once all the classification details have been entered.

Figure 5. A completed Incident record 

For more information

For more information about this tool, go to the IBM Tivoli Asset Management for IT page.