IBM SG24-7645-00 manual Self Service, Service Desk, System Configuration

7645ax01.fm		Draft Document for Review May 23, 2008 10:14 am
MODULE/SUB-MODULE	APPLICATION	DESCRIPTION
	Users	Used to add and manage Maximo users
SELF SERVICE
Service Requests	Create Service	Used by self-service users to create new service
	Request	requests
	View Service	Used by self-service users to view existing service
	Request	requests.
SERVICE DESK	Activities and Tasks	Use the Activities and Tasks application to plan,
		review, and manage activities and tasks. When
		you create an activity, you initiate the work process
		and create a historical record of work being
		performed.
	Service Requests	Used to create, view, and resolve service requests
		from customers
	Ticket Templates	Used to create and manage generic ticket
		templates that Service Desk environments can
		leverage to standardize common or high-volume
		service requests, incidents, or problems.
SYSTEM
CONFIGURATION
Platform Configuration	Actions	Used to manage the administrative functions of
		creating actions and action groups within
		Escalations.
	Roles	Used to mange roles within Maximo
	Communication	Used to create and manage generic
	Templates	communication templates that Maximo users can
		leverage to standardize frequently used e-mail
		communications (also known as notifications).
	Database	Used to create or modify the objects and attributes
	Configuration	used by Maximo applications
	Application Designer	Used to create new applications (clones and
		custom applications) or to tailor the pages of an
		existing Maximo application
	Escalations	Used to automatically monitor critical processes
		across your enterprise. The primary goal of
		Escalation Management is to ensure that critical
		tasks are completed on time, such as those
		defined in SLAs

126Maximo Essentials V7.1 - Implementer’s Guide