Service Manager powered by HEAT

Default Business Object Templates

These templates can be used for creating business objects.

•Default Incident Templates

•Default Change Templates

•Default Release Templates

Default Incident Templates

•Account Lockout -- Domain

•Account Lockout -- HR System

•Backup Failure

•Cannot Access Shared Drive

•Cannot Open Microsoft Outlook

•Desktop Application Failure

•Email Access on Mobile Device

•No Dial Tone on My Phone

•PC is Very Slow

•Printer Out of Toner

•Printer Paper Jam

•Voicemail Problem

•VPN Connection Failure

Account Lockout -- Domain

Field	Description
Status	Active
Service	Desktop service
Category	Account lockout
Urgency	Medium
Impact	Medium
Summary	Cannot log into Windows

Account Lockout -- HR System

Field	Description
Status	Active
Service	HR system
Category	Account lockout
Urgency	Medium
Impact	Low
Summary	Cannot log into performance review system

Backup Failure

Field	Description
Status	Logged
Service	Data Service
Category	Data Loss
Urgency	Medium
Impact	Medium
Summary	Daily backup failure

Cannot Access Shared Drive

Field	Description
Status	Active
Service	Desktop Service
Category	Network Folder Failure
Urgency	Medium
Impact	Medium
Summary	Cannot access shared drive

Cannot Open Microsoft Outlook

Field	Description
Status	Logged
Service	Email Service
Category	Client Failure
Urgency	Medium
Impact	Low
Summary	Cannot open Outlook

Desktop Application Failure

Field	Description
Status	Active
Service	Desktop Service
Category	Application Error
Urgency	Medium
Impact	Medium
Summary	Desktop application failure

Email Access on Mobile Device

Field	Description
Status	Active
Service	Mobile Communication
Category	Connection failure
Urgency	Medium
Impact	Low
Summary	Email problem on mobile smart phone

No Dial Tone on My Phone

Field	Description
Status	Active
Service	Desktop Service
Category	No Dial Tone
Urgency	High
Impact	Low
Summary	No dial tone on my desktop phone

PC is Very Slow

Field	Description
Status	Active
Service	Desktop Service
Category	Performance issue
Urgency	Medium
Impact	Low
Summary	PC is very slow

Printer Out of Toner

Field	Description
Status	Active
Service	Desktop Service
Category	Printer failure
Urgency	High
Impact	High
Summary	Printer out of toner

Printer Paper Jam

Field	Description
Status	Active
Service	Desktop Service
Category	Printer failure
Urgency	High
Impact	High
Summary	Printer is jammed

Voicemail Problem

Field	Description
Status	Active
Service	Desktop Service
Category	Telephone failure
Urgency	Medium
Impact	Low
Summary	Voicemail problem

VPN Connection Failure

Field	Description
Status	Active
Service	Mobile Communication
Category	Connection failure
Urgency	High
Impact	Low
Summary	VPN connection failed

Default Change Templates

•Create Mail Archive for MS Exchange Mail Folder

•Install Approved Software Package

•MS Security Patch Install for Windows Servers

•Replace Printer Accessory

•Server Reboot

•Server Relocation

•Standard

•Update Antivirus Files

•Emergency

•Major

•Minor

•Significant

Create Mail Archive for MS Exchange Mail Folder

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Category	Storage
Justification	Scheduled maintenance
Urgency	Low
Impact	Low
Summary	Create mail archive for Microsoft Exchange mail folder
Description	Standard change: Create mail archive for Microsoft Exchange mail folder

Install Approved Software Package

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Category	Software
Justification	Enhancement
Urgency	Low
Impact	Low
Summary	Install approved software package
Description	Standard change: Install approved software package

MS Security Patch Install for Windows Servers

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Category	Software
Justification	Enhancement
Urgency	Low
Impact	Low
Summary	Microsoft security patch install for Windows servers
Description	Standard change: Microsoft security patch install for Windows servers

Replace Printer Accessory

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Category	Network Device
Justification	Scheduled maintenance
Urgency	Low
Impact	Low
Summary	Replace printer accessory
Description	Standard change: Replace printer accessory

Server Reboot

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Category	Computer
Justification	Unscheduled maintenance
Urgency	Medium
Impact	Low
Summary	Server reboot
Description	Standard change: Server reboot

Server Relocation

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Category	Computer
Justification	Enhancement
Urgency	Low
Impact	Low
Summary	Server relocation
Description	Standard Change: Server Relocation

Standard

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Urgency	Medium
Impact	Medium

Update Antivirus Files

Field	Description
Team	Change Management
Status	Logged
Type	Standard
Category	Software
Justification	Enhancement
Urgency	Low
Impact	Low
Summary	Update antivirus definition files
Description	Standard change: Update antivirus definition files

Emergency

Field	Description
Team	Change Management
Status	Logged
Type	Emergency
Urgency	High
Impact	High

Major

Field	Description
Team	Change Management
Status	Logged
Type	Major
Urgency	Medium
Impact	Medium

Minor

Field	Description
Team	Change Management
Status	Logged
Type	Minor
Urgency	Low
Impact	Low

Significant

Field	Description
Team	Change Management
Status	Logged
Type	Significant
Urgency	Medium
Impact	Medium

Default Release Templates

•Emergency

•Major Master Location-Based Release

•Major Master Feature-Based Release

•Major Phase Feature-Based Release

•Major Phase Location Based Release

•Major Standalone Release Template

•Minor Release Template

•Office 2010 Deployment

•Windows 7 Migration

•Windows Server 2008 Security Patch Deployment

Emergency

Field	Description
Status	Draft
Type	Emergency
Team	Release Management
Urgency	High
Impact	High

Major Master Location-Based Release

Field	Description
Status	Draft
Type	Major
Scope	Master
Phase	Location-based
Team	Release Management
Urgency	Medium
Impact	Medium

Major Master Feature-Based Release

Field	Description
Status	Draft
Type	Major
Scope	Master
Phase	Feature-based
Team	Release Management
Urgency	Medium
Impact	Medium

Major Phase Feature-Based Release

Field	Description
Status	Draft
Type	Major
Scope	Phase
Phase	Feature-based
Team	Release Management
Urgency	Medium
Impact	Medium

Major Phase Location Based Release

Field	Description
Status	Draft
Type	Major
Scope	Phase
Phase	Location-based
Team	Release Management
Urgency	Medium
Impact	Medium

Major Standalone Release Template

Field	Description
Status	Draft
Type	Major
Scope	Standalone
Team	Release Management
Urgency	Medium
Impact	Medium

Minor Release Template

Field	Description
Status	Draft
Type	Minor
Team	Release Management
Urgency	Low
Impact	Low

Office 2010 Deployment

Field	Description
Project Name	Office 2010 deployment
Description	Office 2010 deployment
Status	Draft
Type	Major
Team	Release Management
Urgency	Medium
Impact	Medium

Windows 7 Migration

Field	Description
Project Name	Windows 7 Migration
Description	Windows 7 Migration
Status	Draft
Type	Major
Team	Release Management
Urgency	Medium
Impact	Medium

Windows Server 2008 Security Patch Deployment

Field	Description
Project Name	Windows Server 2008 security patch deployment
Description	Windows Server 2008 security patch deployment
Status	Draft
Type	Major
Scope	Standalone
Team	Release Management
Urgency	Medium
Impact	High