User VIP Statuses
User VIP statuses in a Service Management Tool are instrumental for prioritizing and managing support requests effectively. Implementing VIP statuses allows support teams to:
Prioritize Requests: Quickly identify and prioritize tickets raised by VIP Users, ensuring they receive prompt and efficient service.
Customize Support: Tailor support approaches based on the user's importance, providing personalized assistance to VIP users.
Optimize Resource Allocation: Allocate resources and support personnel more effectively by focusing on high-priority VIP tickets.
Improve Customer Satisfaction: Enhance the experience of your most valuable users, potentially improving customer satisfaction and loyalty.
Streamline Workflows: Incorporate VIP status into workflow rules to automate the routing and handling of VIP tickets, improving operational efficiency.
You can define VIP status levels which may be assigned to Users in the person details window. The VIP status indicates to a support analyst whether a call they are handling has been logged by a VIP User.
You can use User VIP statuses as an available criterion when setting up your IPK Workflow Rules.
You cannot partition by VIP status
VIP's in IT Service Management - Not just the C-Suite
VIP statuses in a service management tool are classifications assigned to certain users or user groups to denote their high importance or priority level within an organization. These statuses allow the IT service management team to quickly recognize and prioritize requests, incidents, or problems reported by these users, ensuring that their needs are addressed promptly and efficiently.
Examples of VIP statuses include:
Executive Status: Often assigned to C-level executives and senior leaders to ensure their technical issues are given the highest priority.
Critical Role Status: Assigned to users whose roles are critical for business operations, such as system administrators or heads of departments.
High Impact User: This status might be given to users who are heavily reliant on IT services for their day-to-day operations and whose downtime would significantly impact business productivity.
These examples illustrate how VIP statuses can be tailored to meet the specific needs and structure of an organization, ensuring that key personnel receive the appropriate level of service.
VIP Statuses Support ITSM- ITIL
VIP statuses in a Service Management Tool align well with several core principles of IT Service Management (ITSM) as defined by the IT Infrastructure Library (ITIL). They support and enhance key ITIL processes, including:
Service Strategy
Business Relationship Management: VIP statuses help in understanding and prioritizing the needs of key stakeholders and high-value customers, maintaining a strong alignment with business needs.
Service Design
Service Level Management: Implementing VIP statuses enables the organization to define and adhere to distinct service levels for VIP users, ensuring that their issues are resolved promptly, which is crucial for maintaining agreed-upon service quality.
Service Transition
Change Management: By identifying VIP users, changes that might affect their services can be given higher priority, ensuring minimal disruption to their operations.
Service Operation
Incident Management: VIP statuses allow for the fast tracking of incidents raised by VIP users, ensuring they are resolved as quickly as possible to maintain business continuity.
Problem Management: Problems affecting VIP users can be prioritized to ensure that solutions are found and implemented swiftly, reducing downtime for critical users.
Event Management: Events related to services used by VIP users can be prioritized for analysis and action, ensuring high availability and reliability.
Request Fulfillment: Requests from VIP users for service changes, information, or other assistance can be prioritized to ensure their needs are met promptly and efficiently.
Continual Service Improvement
Implementing and refining VIP statuses can be part of an organization’s continual improvement process, using feedback and metrics to enhance service delivery to VIP users, thereby supporting overall service improvement initiatives.
Through these processes, VIP statuses contribute to a more effective and efficient IT service management strategy, ensuring that critical users receive the priority and quality of service they require.
Creating a User VIP status
How to Create a VIP Status in ASM
Prerequisites
Ensure you have CMDB setup enabled in your General Access security role.
Confirm your system's partition to work in the correct segment.
Steps to Create a VIP Status
Navigate to the CMDB Configuration: Go to the CMDB setup area within Alemba Service Manager (ASM) System Settings.
Access VIP Status Settings: Find the option for configuring VIP statuses
Define the VIP Status:
Enter a name for the VIP status.
Choose a color that will represent this VIP status across the system.
Configure Visibility Options:
Display on Call/Request: Decide if this VIP status should be visible on calls and requests. Checking this option means that any user assigned this VIP status will be prominently displayed as a VIP on all relevant interfaces.
Save the Configuration: Ensure all details are correct and save your changes. You might be prompted to provide reasons for the changes.
Color
Color associated with the VIP status.
When a VIP User is defined on a call or request, the Call Details or Request Details window will indicate that the current User is a VIP, along with the color associated with the VIP status level.
Display on Call/Request
When this checkbox is selected, any User with this VIP status will display as a VIP User on any call or request they have logged, any calls or request displayed in Calls Outstanding or Request Outstanding, and also any call, request, or person search results. If this checkbox is cleared, any User with this VIP status will not be flagged as a VIP User, however, they will still have this VIP status on their person details record.
Updating a User VIP status
Updating a User VIP Status in Alemba Service Manager (ASM) involves a few steps within the System Administration settings. Here's how you can do it:
Updating a User VIP Status in ASM
Navigate to System Administration:
Select the
Menubutton, thenAdmin, and selectSystem Administration. The System Administration window is displayed.
Select CMDB
Select User VIP Status to open the window.
Select the VIP status that you want to modify.
Update the details as necessary.
It is not recommended that you change the name of the default VIP status.
The order in which the VIP statuses are displayed in the table is the order in which they are displayed in the drop-down list on the Person Details window. To change the order, select the status and use the and buttons to change the order in the table.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Deleting a User VIP Status
Navigate to System Administration:
Select the
Menubutton, thenAdmin, and selectSystem Administration. The System Administration window is displayed.
Select CMDB
Select User VIP Status to open the window.
Select the VIP status that you want to delete.
Select the delete icon. If you attempt to delete the system default, you will receive a warning message.
Select to save the changes.
Provide the Change Reasons if prompted to do so.
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