Release Notes - Version 1.2

Below, an overview is provided of the improvements that have been included in version 1.2 of the Alignability® Process Model. Minor changes (e.g. improvements of the layout or spelling corrections) are not listed.

1.

The fields and field utilization guidelines of all item types have been adjusted to ensure that HP OpenView Service Desk 4 can be configured to support all processes of the Alignability® Process Model. HP OpenView Service Desk 4 was evaluated to be the service management application that best supports the processes described within the Alignability® Process Model.

2.

All fields that are referenced in the work instructions have been hyperlinked to the field utilization guidelines of that field.

3.

The specialist profile has been adjusted so that it also covers people who are providing support, but who are not a member of a group that provides a service. This ensures that members of a group that is, for example, responsible for user access authorization of different services are also covered by the specialist profile.

4.

The on-duty manager role and profile has been added as this role participates in the Change Management process (for emergency changes when the service provider is not available).

5.

Step 7.1 of Change Management Procedure 7, Emergency Change Closure has been split into two steps. The additional step concerns the update of the support request, which now follows after step 7.2 if the emergency change implementation was successful.

6.

The option "Customer" has been added to the Category field of the Organization item type. This provides the possibility for the service provider organization to register external organizations after they subscribed to one of the service provider organization's services.

7.

The Change Management KPI "Number of rolled-back changes" has been normalized for the number of completed changes. It has been renamed to "Percentage of rolled-back changes".

8.

Support Management Procedure 5, Incident Escalation has been renamed to "Incident Tracking". All incidents are now tracked by this procedure; not just the ones for business critical services. The focus of this procedure has shifted more towards tracking of incidents, rather than their ultimate escalation (which should only happen in exceptional situations).

9.

The "Instability Coordinator" role has been renamed to "Stability Manager". The new name has a more positive connotation.

10.

The term "Workorder" has been renamed to "Work Order". This was done because most organizations write this term using two separate words.

11.

The term "Contact" has been renamed "Person". This allows a broader use of this term.

12.

The field name "Pool" has been renamed to "Folder". This was considered more intuitive, as this concerns the organization of, and the control of access rights to, items stored within the service management application database.

13.

The term "Dispatched" has been renamed to "Assigned". This was considered more intuitive.

14.

The field name "Create date" has been renamed to "Creation date". The current version of most service management applications should be able to handle the length of this field name.

15.

The field name "Close date" has been renamed to "Completion date". This was considered more correct, as it refers to the moment that the Status field was set to "Completed".

16.

The field name "Close code" has been renamed to "Completion code". This was considered more correct, as this field must be filled out after the Status field has been set to "Completed".

17.

The instability status level "Identified" has been renamed to "Registered". This brings the instability status levels more in-line with those of the other item types.

18.

The Industry button, which is available from the main page (i.e. at the process model level), has been renamed to "Articles". This was considered more intuitive.

19.

A page with release notes (the page that you are currently reading) has been added. This page can be accessed by clicking on the version number underneath the process model.

20.

A page that warns about the fact that the Alignability® Process Model is protected by copyright law has been added. This page can be accessed by clicking on the copyright statement underneath the process model.