Category: (2) TAM Application Type
Application Identifier: 7.12.4
Maturity Level: 4
Overview
Work order Tracking & Management applications provide the
necessary functionality to manage and monitor the execution of the various
manual activities via dispatchable staff.
Functionality
Work order Tracking & Management functionality
includes the following:
- Issuing a valid and complete work order. The
work order might be based on an order or a proactive or reactive assurance
activity. This work request can be received from a system
such as Service Order Management, Resource Order Management, or Service
Problem Management.
- Closing of completed work orders
- Managing the transition of the order through its
various states.
- Managing updates to orders, including in-flight
changes and cancelations
- Monitoring the status and progress of the various
manual activities, including the various states of the work order
- Initiating re-assignments as needed based on changing
priorities, technician progress on other job assignments, etc.
- Escalating issues as required when a due date is in
jeopardy
- Establishing and managing information transfer between the
operator's workforce management system(s) and those of external third parties
(when the infrastructure is owned and operated by third parties)
- Coordinating work between dependent or related work
orders.
Supported Business Services
