ServiceGrid Article - Glossary

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Overview

There are a number of terms, titles, and topics used in the day-to-day use and management of the Cisco ServiceGrid. The following table defines these terms with their specific ServiceGrid definitions:


Term
Definition
Articles
  • information regarding a specific module
  • an entire components of the application
  • a release note
Ecosystem
An ecosystem consists of two or more service partners collaborating and managing service cases.
Mobile Mobile is an optional application module that provides service desk, support, service managers or field technicians using smart phones or tablet PCs instant access to service case assignments, status, updates, and reports.
Portal The ServiceGrid Portal is an optional component that provides customers and their service partners with a web interface for managing service cases.
User types

Depending on the credentials of the user, three different types of users are supported as follows:

  • read only - limited read and write access
  • basic - full read and write access to their own tickets and data as assigned by the administrator
  • full acces - full read and write access to all data within their company account
Workflow

Workflows are the basic method to manage service cases. Workflow within ServiceGrid is equivalent to a lifecycle of an Incident within the ITIL framework.

Each workflow consist of the following:

  • status codes
  • actions
  • code tables
  • setups (optional)
CallSystem
A CallSystem defines the complete set of interactions that make up a system between a ServiceCustomer and a ServiceProvider.
CallSetup
A CallSetup tells how you define the exact data that the UI displays.
Call
A core element within the ServiceGrid application is the Call. A Call within ServiceGrid refers to what is commonly called a ticket in other ITSM applications. Within ITIL, this is typically referred to as a Record or an Incident or a Service Request. Calls are uniquely related to one specific ContractElement.
CallDetail
CallDetail defines the fields and information that are shown within Calls.
CallState
A CallState represents the status of a Call, or the state within a Workflow. This is commonly referred to within ITIL as Status within the lifecycle of a ticket.
Call states describe where a service request or a Call is currently available in a given workflow. There is no limit to the number of CallStates in a workflow.

NOTE: The number of CallStates indicates the level of complexity. Every CallState should be set up separately with the options detailed in the workflow.

Make sure that all CallState.ShortName and CallState.Name within a CallSystem are unique.

CallAction
CallAction is the movement from any given CallState to another within a Workflow.
Successor
A Successor is the resulting CallState into which a CallAction drives the current CallState.
Queues
Queues are specific subsets of workflows into which Calls are routed. Routing to Queues can be determined by skill set, product category or geography.
Levels
Levels are used to represent successive escalation paths within a Workflow.

For example, within ITIL, the second level in a hierarchy of Support Groups is involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources.

Contract
Contracts are binding agreements between a Service Customer and a Service Provider which govern the processing of Calls.
ContractElement
  • ContractElements are subcomponents of a Service defined within a Contract. For example, hardware support, software support, support for geographies, and workdays.
  • These are Services provided for a specific customer organization by a specific provider organization, and define all attributes of the service agreement.
  • ContractElement hold information about Service Level Agreements (SLA), escalation rules, categorization, and escalation to queues.
Services (ContractElements and ServiceItems)
Services are content of a ServiceItem or ContractElement.
ServiceItem
ServiceItems display SLA indicators such as response times, service times, and recovery times.

They are the provided services and hold all attributes regarding SLAs, escalation rules, categorization, and escalation to queues

Messages
Data records sent to external applications or received from external applications. Messages can be exactly assigned to one CallSystem.
MessageRules
MessagesRules define under what conditions Messages would be sent (such as, what method, when, to whom, and so on).
MessageTrigger
MessagesTriggers are events that engage the sending of Messages based on Inbound or Outbound communications.
Company
Companies are the root element of a ServiceGrid customer tenant. The account on each platform has company record and all information about the structure. For example, Public data – Country, Timezone, and so on.

NOTE: A company must have at least one but may have many organizations. These may include external members of the Customer service ecosystem.

Organizations
Organizations are linked to a Company root element. Service contracts are concluded between organizations being either provider or customer.
Users
All persons participating in the service process such as administrators, part of service desk, support, technicians, and end users.
Locations
Addresses of places where services should be delivered or devices are installed.
Devices
Devices can be hardware, software, documents and are associated with location, organization, and device type.


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.





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