IBM TRIRIGA Version 10.5.0

Setting up service management

The TRIRIGA® Application Platform implements the business rules of the organization in accordance with the service management setup. To access the service management setup records, you must sign in as an administrative user, such as Service Manager.

Service management setup overview
The request class and its associated service plan are the key records for running the business logic. Other setup records are necessary only in certain scenarios. For example, if your organization includes multiple groups that supply the same service, you can generate service assignment matrix records to assign the work.
Setting up request class records
The TRIRIGA Application Platform includes a collection of pre-configured request class records. You can edit the request class structure in the classification hierarchy.
Setting up service plans
You can create a generic service plan, or create a service plan record for every request class.
Setting up procedures
The procedure defines the steps that the technician takes, the cost estimates for each step, and the materials to be used. Procedure steps can be entirely self-contained or can reference external sources, such as equipment service manuals.
Setting up reading groups
By using reading groups, you can keep a record of the readings. The process for setting up a reading group is similar for a specification, asset, or location.
Generating service assignment matrix records
You can use various contract types to generate service assignment matrix (SAM) records. The following procedure uses the service agreement.
Adding solution records to the knowledge base
To make the knowledge base a useful resource for your contact center agents, you must add solution records.
Configuring work time and cost estimates
Work time and cost estimates are essential in the planning and setup of your business processes. You can configure estimates by using the Service Management Setup wizard. You can also specify estimates in the service agreement, blanket purchase order, service plan, or PM schedule.

Parent topic: Managing services

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