Release Notes - Version 5.1.01


Below, an overview is provided of the improvements that have been included in version 5.1.01 of the Alignability® Process Model. Minor changes (e.g. improvements of the layout or spelling corrections) are not listed.

Version 5.1.01  -  December 2007

No.

Description of Improvement

General

1.

Upgraded the Alignability configuration to version 9.2 of BMC Service Desk Express.

Incident Management

2.

Added Incident Management work instructions 1.9.2 and 1.9.3 to ensure that the registration of the support request is properly completed after a template has been selected.

3.

Corrected Incident Management work instruction 5.6.7 by rephrasing the second and third sentences to: "Do this by clicking on the Display Information button of the Service field and by subsequently clicking on the Problems tab of the Service form to obtain a list of problems that have been registered for the service. If the problem has already been registered, link the support request that you just resolved to this problem by right-clicking anywhere on the Problems tab of the support request and selecting the option "Add New Problems"."

4.

Corrected the numbering sequence of the work instructions of Incident Management step 5.6.

5.

Rephrased Incident Management work instructions 7.4.1 to clarify what is meant by "not dissatisfied".

6.

Removed the Open Person Comments button, which was located to the left of the Customer field on the Support Request form. This button did not provide any support for the processes defined in the Alignability Process Model.

7.

Added the Assign to Self checkbox to the Support Request Template form. By checking this box, the Member field of a new support request based on the template will automatically set to the service desk agent who is registering the new support request.

Problem Management

8.

Added the quick view "Support Requests for Problem Management Review". This view is intended to help problem managers identify problems. This quick view lists all support requests with a "Medium" or "High" impact level and which completion code is set to "Gone", "Unable", or "Workaround". The problem manager is expected to select the service for which he/she is trying to identify problems in the Optional Filter field of the quick view.

9.

Added the Go to PR field in the upper right-hand corner of the Problem form. This field allows users to enter a problem number to quickly retrieve a specific problem.

Change Management

10.

Adjusted Change Management work instruction 2.1.1 so that it starts with "Ensure that a risk & impact analysis work order is linked to the change for each…". This was needed because risk & impact work orders will in most cases already have been picked from the template that was used to register the change.

11.

Corrected Change Management procedure step 6.7 by renaming it to "Create additional work orders". This was necessary because even though the assignees are linked to the new work orders in this step, none of these new work orders are actually assigned as the adjusted change plan needs to be approved first.

12.

Corrected Change Management work instruction 8.4.4 by rephrasing the second and third sentences to: "Do this by clicking on the Display Information button of the Service field and by subsequently clicking on the Problems tab of the Service form to obtain a list of problems that have been registered for the service. If the problem has already been registered, link the support request that you just resolved to this problem by right-clicking anywhere on the Problems tab of the support request and selecting the option "Add New Problems"."

13.

Ensured that the Coordinator and Service field values of a change do not get overwritten when a change template is selected.

14.

Ensured that the predecessors of a work order are displayed on the Predecessors tab of the Work Order form.

15.

Ensured that predecessor work orders can be added to and removed from work orders manually using the Predecessors tab.

16.

Added the Target date to the Calendar view of Change Calendar quick view.

17.

Added the Go to CH field in the upper right-hand corner of the Change form. This field allows users to enter a change number to quickly retrieve a specific change.

18.

Added the Go to WO field in the upper right-hand corner of the Work Order form. This field allows users to enter a work order number to quickly retrieve a specific work order.

Service Level Management

19.

Widened the large text fields on the Details tab page of the Service Level Agreement form to allow more information to be visible when the form is open.