Setup IPK Management

Audience: Incident Manager, Service Desk Manager, Service Delivery Manager, Alemba Service Manager Administrator(s)

Time to Complete: Varies, Average 3-5 days (Including screens build and UAT)

This topic covers configuring ASM for Incident Management. For help performing actions related to Incident management, please see:

Overview of ASMs Incident Management Capability (Video)

Using ASM Core | ASM Hermes

Managing Your Tickets - Calls and IPK | ASM Hermes

Setting up your System for IPK Management

Incident, Problem & Known Error (IPK) Management | ASM Hermes

The standard steps for setting up your system for optimal service desk operation are as follows, and they are typically carried out by the system administrator:

1. Configure the IPK settings.

2. Set up the entities that will be partitioned.

3. Set up IPK tiers or IPK Statuses.

4. For each status, your organization may choose to set up streams, if required.

5. If you are not using IPK tiers for your organization’s service desk, you can set up different call screens based on issue type so that a specific screen appears depending on the type of incident being logged. Values can be specified for call statuses, impact, urgency, and priority. Call screens may be configured through the ASM Designer, and Call Templates can be created to configure the screens used for different call types.

Remember: While almost anything is possible in ASM Screen Designer and you can be as detailed as you need to be, someone will need to maintain your system and your screens for many years. Avoid overly complex configurations and screens and capture only what is truly required. Your future System Administrators will thank you!

1. Analyst access to different areas of IPK Management can be restricted through the IPK Management Security Role settings.

As some parameters are read from the database at application start-up, you should always make changes to settings when there are no Analysts logged onto the system. You may need to log out of the application then log in again before the changes take effect.