Service Manager
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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
Status
Active
Service
Desktop service
Category
Account lockout
Urgency
Medium
Impact
Medium
Summary
Cannot log into Windows
Account Lockout -- HR System
Status
Active
Service
HR system
Category
Account lockout
Urgency
Medium
Impact
Low
Summary
Cannot log into performance review system
Backup Failure
Status
Logged
Service
Data Service
Category
Data Loss
Urgency
Medium
Impact
Medium
Summary
Daily backup failure
Cannot Access Shared Drive
Status
Active
Service
Desktop Service
Category
Network Folder Failure
Urgency
Medium
Impact
Medium
Summary
Cannot access shared drive
Cannot Open Microsoft Outlook
Status
Logged
Service
Email Service
Category
Client Failure
Urgency
Medium
Impact
Low
Summary
Cannot open Outlook
Desktop Application Failure
Status
Active
Service
Desktop Service
Category
Application Error
Urgency
Medium
Impact
Medium
Summary
Desktop application failure
Email Access on Mobile Device
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
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
Status
Active
Service
Desktop Service
Category
Performance issue
Urgency
Medium
Impact
Low
Summary
PC is very slow
Printer Out of Toner
Status
Active
Service
Desktop Service
Category
Printer failure
Urgency
High
Impact
High
Summary
Printer out of toner
Printer Paper Jam
Status
Active
Service
Desktop Service
Category
Printer failure
Urgency
High
Impact
High
Summary
Printer is jammed
Voicemail Problem
Status
Active
Service
Desktop Service
Category
Telephone failure
Urgency
Medium
Impact
Low
Summary
Voicemail problem
VPN Connection Failure
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
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
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
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
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
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
Team
Change Management
Status
Logged
Type
Standard
Category
Computer
Justification
Enhancement
Urgency
Low
Impact
Low
Summary
Server relocation
Description
Standard Change: Server Relocation
Standard
Team
Change Management
Status
Logged
Type
Standard
Urgency
Medium
Impact
Medium
Update Antivirus Files
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
Team
Change Management
Status
Logged
Type
Emergency
Urgency
High
Impact
High
Major
Team
Change Management
Status
Logged
Type
Major
Urgency
Medium
Impact
Medium
Minor
Team
Change Management
Status
Logged
Type
Minor
Urgency
Low
Impact
Low
Significant
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
Status
Draft
Type
Emergency
Team
Release Management
Urgency
High
Impact
High
Major Master Location-Based Release
Status
Draft
Type
Major
Scope
Master
Phase
Location-based
Team
Release Management
Urgency
Medium
Impact
Medium
Major Master Feature-Based Release
Status
Draft
Type
Major
Scope
Master
Phase
Feature-based
Team
Release Management
Urgency
Medium
Impact
Medium
Major Phase Feature-Based Release
Status
Draft
Type
Major
Scope
Phase
Phase
Feature-based
Team
Release Management
Urgency
Medium
Impact
Medium
Major Phase Location Based Release
Status
Draft
Type
Major
Scope
Phase
Phase
Location-based
Team
Release Management
Urgency
Medium
Impact
Medium
Major Standalone Release Template
Status
Draft
Type
Major
Scope
Standalone
Team
Release Management
Urgency
Medium
Impact
Medium
Minor Release Template
Status
Draft
Type
Minor
Team
Release Management
Urgency
Low
Impact
Low
Office 2010 Deployment
Project Name
Office 2010 deployment
Description
Office 2010 deployment
Status
Draft
Type
Major
Team
Release Management
Urgency
Medium
Impact
Medium
Windows 7 Migration
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
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