Documentation

All needed ITSCM documents of different documentation types will be stored (or linked) to the Change, Service or CI records. Those documentations can be accessed by any authorized user, involved into the processes.

These documentations can be managed as links to knowledge documents of various document types within USU KnowledgeCenter or only file or database attachments. Standard change processes can be defined to handle documentation updates in a secure and audited way.

Valuemation integrates its ITSM objects (Services, Change tickets...) with Knowledge Management in the following ways:

• Search for any knowledge document by a self learning full text search that can regard synonyms and natural language using all metadata fields including attachments and the main record (highlighting the search term within the document itself).
• Found Knowledge information are stored back (incl. document link).

• Propose, approve and finally transfer any ticket description information to Knowledge database, so that these information can be handled in SKMS for transition and operation in a secure and versioned way.

The comprehensive ITSCM definition record contains all information regarding the companies ITSCM definitions at all. This includes plan documents, requirement documents, procedures, policies and other. Those information can be accessed by any authorized user. If you open the sidebar catalog “ITSCM Definition” you can get all of those information.

If there are defined BPM processes for documentation distribution, then the defined user tasks do inform the addressed user to get current ITSCM information (improving awareness).

Note: For detailed information on the BPM process handling, please see the 'BPM' chapter.