14. 12. 2023
Service Management
Dozens of new toy ideas arrive every day at Kenner Toys. Each of them must be evaluated and approved by all three partners: the brothers Huey (the Marketing Manager), Dewey (the Sales Manager) and Louie (the Finance Manager).
They often travel to remote places around the world so it is Uncle Donald who must verify that the ideas approved by all 3 brothers are passed to the designers for realization.
Work has recently increased. Donald would like to spend his time practicing his favorite sport, but every time he sees the endless list of open projects he doesn’t know how to handle them. He would like to be able to manage approvals of open projects using dedicated software. Some time before the company had installed the IT Service Management solution EriZone. Donald thinks that maybe this could be useful to solve his long-standing problem.
Donald then phones the EriZone consultant who installed the solution and explains the situation to him, asking for help.
Meanwhile, the consultant thinks for a moment and then tells Donald that what he is asking for is simple to implement. He can use the Process Management module that is already present in EriZone.
The consultant, still on the phone with Donald, connects to the system. Then with a few clicks, he creates a personalized multiple approval process for Kenner Toys.
From there on:
- EriZone automatically inserts every new idea into a ticket
- For each ticket opened, all 3 brothers receive a notification
- The 3 brothers connecting to EriZone can approve or reject the idea with one click
- Only after all 3 brothers have approved the idea does the ticket go to the realization phase
Donald just can’t believe it and thanks the consultant very much for his work. Now he will only have to manage the ideas that lack approval and he can inform his nephews via e-mail.
The consultant smiles and asks Donald to wait a few more minutes. He enters the EriZone Ticket Notification module, applies the filter on the process fields, and tells Donald “Done”. “Done what?” asks Donald. “I activated the automatic notification”, replies the consultant. “From now on, every day, if one of your nephew forgets to manage a project, he will receive a notification reminding him it still needs his approval.”
Donald can’t contain his joy and heartily thanks the consultant. Now he can finally dedicate himself to his favorite sport.
Some time later…
Now EriZone is ready to send the evaluation requests to the 3 brothers. No matter where in the world they are, by connecting with their smartphones they can approve the project in time to beat the competition! And their uncle… what happened to him? Well he’s taking care of his favorite sport!
Any similarity to fictitious events or characters is “almost” purely coincidental.
I’d like to thank Mirko, Nicola, Maurizio and Alberto who collaborated in the above process, and obviously Disney for other reasons.
Gabriele Cecco
Technical Consultant at Würth Phoenix
I’m Gabriele Cecco, a consultant at Wuerth Phoenix with extensive experience in ITSM processes. Over the years, I’ve worked with various ITSM software tools, and since 2020, I’ve specialized in the Atlassian suite, earning certifications and helping many companies configure their Atlassian products.
In my free time, I enjoy listening to science and entertainment podcasts, watching movies and TV series, and traveling. I’m passionate about exploring the world, and when I’m not traveling abroad, I love spending weekends in South Tyrol with my wife and our minivan, Windy.
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