If the service starts with a client call or event monitoring, the first step is to create an EZPro service request with the type of Incident. The goal of the incident management is to resolve the incident immediately by a permanent solution or a work around. You can share the resolution by publishing it in EZPro Knowledge base to users.
The next step is to find the root cause of the incident. To achieve that an EZPro problem request is created and used to track the analysis. Related incidents are linked to the problem request. If the solution requires training or knowledge sharing, EZPro Knowledge base is updated. After being finalized, the solution is linked to the problem request and published to users.
If the solution requires a change in the system or procedure, an EZPro change request is created to start the change management process. Related problems, training and supporting documents are linked to the change request that follows the defined approval procedure.
This is a typical service life cycle. Sometimes, you face variations such as an incident resolution that requires a change in the system. In that case, an EZPro service request is linked to an EZPro change request directly to implement the immediate resolution.