Use cases

Service request and catalog management use cases:

• Defining scope of service, cost reduction, and customer satisfaction
• Providing self service options for business users to initiate service requests through the Service Catalog
• Running fulfillment process

Standardize, consolidate, simplify, and optimize Service Desk (Incident Management and Problem Management) use cases:

• Resolving an incident with the first call
• Resolving an incident with assignment to a specialist
• Resolving an incident with an emergency change request
• Resolving a problem with or without a change request
• Resolving a problem investigation by using a change request rollback
  
• Initiating and resolving incident requests
  
• Indicating a problem investigation that is stalled
  

Change and Release Management use cases:

• Minimizing impact of changes, managing volume and demand
• Performing a standard change
• Performing changes that require approval
• Releasing a new software program

Asset Management use cases:

• Setting up the software contracts and certificates
• Managing service assets from initial procurement to retirement, handling cost, improving utilization, and ensuring compliance
• Making sure that scheduled changes to CIs do not impact business services
• Monitoring software usage and service asset lifecycle

Knowledge Management use cases:

• Creating, storing, publishing, reviewing, and searching IT knowledge articles
• Providing knowledge for self-service
• Providing knowledge-centered support (KCS)
• Resolving tickets with the help of knowledge articles

Service Level Management use cases:

• Ensuring timely service responses
• Planning agreements and creating contracts
• Defining the service target
• Creating business time, review periods, and measurement criteria templates

Automating service management use cases:

• Automatically categorizing tickets
• Automatically applying ticket templates
• Automatically sending responses to business user emails
• Recommending risk levels for change requests
• Recommending root cause for problem investigation

Automating custom use cases:

• Updating a specific field value
• Reopening a closed incident
• Closing an open incident