1. Novitech Service organization Presentation of concepts 1

2. Service workflow structures 2 NTG-Service (item) Create service case ServiceCase (item) Static Reference data Creates new item Manual start Complete start form SPagexx Automatic Service case management Automatic on New Service case created UDA For ID=1 ServiceItem ID UDA For ID=n ServiceCase (item) Status variables Branch Use or update service delivery status UDA – Nintex User defined actions Location: List: Workflow: 1: m MyServicePage

3. ID 8 Helpdesk request 3 Create request/ticket Create service case Manual start Complete start form Automatic on New Service case created UDA For ID=1 Project ID Module ID CI ID UDA For ID=n Time =0 Target Resolution Time = max SLA Time Status variables Resolution Time = N Service Cases Workflow: 1: m Restoration service to user/requester Incident resolutions CI – Configuration Items DBCM – Database of Configuration Management DBCM CI update KnowError