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ITSM Foundation
Set of forms and data providing key shared
Foundation Components
Company
Organization
Location
People requester/staff support
Support group
Operational category
Product category
Resolution category
Assignment configuration
Company
COMPANY
ORGANIZATIONS
LOCATIONS
SUPPORT
STRUCTURE
PRODUCT
CATEGORIZATION
SERVICE
CATEGORIZATION
PEOPLE
Company
Company definition is very important because it helps drive
organization structure
IT support structure
Describing Companies
At least one company must exist on the system
Companies can represent internal groups or business units
Configuring Company
DESCRIPTION
Name
Type
Status
Abbreviation
Category
Alias
Miscellaneous
(multiple fields)
Advanced information
(menu tier structure)
company name
PURPOSE
USE IN ITSM
Operating company
Vendor
Customer
Manufacturer
Product catalog
Supplier
Generic contact
People form
CUSTOMER
requests support
for computer
OPERATING
COMPANY
orders new
computer
OPERATING
COMPANY
installs and
maintains new
computer
SUPPLIER
orders new
computer
SUPPLIER
delivers new
computer
MANUFACTURER
builds new computer
Organization Structure
COMPANY
ORGANIZATIONS
DEPARTMENT
ABC COMPANY
HUMAN RESOURCES
PAYROLL
Describing Organization
The organization structure represents the organizations
Describing Organization(Cont..)
Each company can be associated with one or more
Configuring Organization
Location Structure
COMPANY
REGION
SITE GROUP
Sites can be
associated
with multiple
companies
SITE
Each company
must be
associated to at
least one site
Describing Location
The Location Structure refers to the geographic location
Describing Location(Cont..)
On all tickets forms, the company and the site field are
Location Form
DESCRIPTION
Site Name
Address information
(Multi fields)
Status
Site Alias
Company Relationships
Additional Details
Attachments
Configure Region(optional)
Configure Site Group(optional)
Configure Geography information (As needed)
Configure site
Regions.
People Structure
Non-Support staff
Support staff
COMPANY
COMPANY
ORGANIZATION
ORGANIZATION
LOCATION
LOCATION
ACCESS
PERMISSION
SUPPORT GROUPS
ACCESS
PERMISSION
FUNCTIONAL
ROLES
NON-SUPPORT
SUPPORT
Required
Required
Login ID
Optional*
Required
Permission Groups
Optional
Required
Optional
Required
Unavailable
Required
Unavailable
Optional
Functional roles
Unavailable
Optional
* Login ID may be required for requestor console access, if guest access not allowed
DESCRIPTION/NOTES
Name
Client Type
Profile Status
Contact Type
Client Sensitivity
VIP
Support staff
Company
DESCRIPTION/NOTES
Licensing Preferences
Application Permissions
Access Restrictions
COMPANY
SUPPORT
ORGANIZATION
SUPPORT GROUP
ABC COMPANY
IT INTERNAL SUPPORT
BACKOFFICE APPLICATIONS
Support Group
The Support Groups structure is defined as Company >
DESCRIPTION
Support company
Support Organization
Vendor Group
On-Call Group
Status
TIER 1
APPLICATION
MODULE
TIER 2
OPTIONAL
TIER 3
OPTIONAL
issue.
Operational Catalog
From this form you can create, modify and delete
Categorization tier1
Categorization tier2
Categorization tier3
COMPANY
TIER 1
TIER 2
TIER 3
MODEL/VERSION OPTIONAL
APPLICATION
MODULE
Software applications
Hardware
Various components of the ITSM applications depend on
it.
While a single Product Catalog is defined for the entire
ITSM suite, each supported Company may only access to
subsets.
Describing Products
Products are described as items that are
application or module
Adding Manufacturer
product categorizations.
COMPANY
APPLICATION
MODULE
TIER 1
TIER 2
OPTIONAL
PRODUCT
CATEGORIZATION
OPERATIONAL
SERVICE
CATEGORIZATION
TIER 3
OPTIONAL
Generic Catalog
First tier of generic catalog can be used to define
Hardware Failure
Virus
All three tiers of the generic catalog can be used to
DESCRIPTION
Category Type
Categorization Tier1
Categorization Tier2,3
Status
Assignment Configuration
Assignment is based on organization, location,
Assignment Form
Foundation Permission
Permission groups are used to grant users access to
Permissions
Permission
Description
Function access
ASE Administrator
Config
Categorization
Admin
Permissions(Continued..)
Config
Categorization
User
Config Group
Mapping
Admin
Permissions(Continued..)
Contact
Location
Admin
Contact
Organization
Admin
Permissions(Continued..)
Contact People
Admin
Provides:
Full access to non-support staff
people information
Modify access to all people
information
Contact People
HR Admin
Permissions(Continued..)
Contact People
User
Contact
Support Admin
Permissions(Continued..)
Licensing
Notification
Admin
Security
Summary
A brief discussion about ITSM FOUNDATION
About Application Administration console
Foundation components
Foundation permissions
Conclusion
After participating in the Foundation Data Workshop,