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SERVA Tutorials
Follow the operational journey from incident and service-request intake through restoration, problem investigation, controlled change, implementation, validation, and closure.
Follow the operational journey from incident and service-request intake through restoration, problem investigation, controlled change, implementation, validation, and closure.
This video summarises the complete flow: how work is classified, assigned, prioritised, investigated, restored or fulfilled, communicated, validated, and resolved before the next Problem or Change decision.
Incidents are important because they represent a service interruption that needs controlled ownership, fast restoration, and clear communication. When an incident is recurring, widespread, major, or resolved only by a workaround, it should lead to a Problem record. The permanent fix is then implemented through Change Management, with risk, impact, approval, rollback, validation, and review recorded.
A Service Request is a planned need rather than a service interruption. It follows the same ticket controls for ownership, communication, status, validation, and closure, but its purpose is fulfilment rather than root-cause investigation.
A Service Request does not normally become a Problem. Link it to a Change only when fulfilment requires a controlled modification to a production service, system, or infrastructure. Routine requests can be fulfilled and closed without a Change.
Recommended recording order: Start with Incidents & Service Requests to capture and restore the work. Continue with Problems when the issue is recurring, major, or has an unknown root cause. Then use Changes for the risk and impact assessment, CAB or service-owner approval, implementation, rollback, validation, and review. Finish with Checks and the supporting operational modules to confirm the outcome and preserve the evidence.
Open and manage the ticket record used for incidents and service requests, including assignment, communication, status, resolution, and closure.
Learn when a recurring, major, widespread, or workaround-based incident becomes a Problem, how incidents are linked, and how root cause and known errors are managed.
Follow changes from request and risk/impact assessment through implementation planning, CAB or service-owner approval, scheduling, rollback, validation, and post-implementation review.
See how system checks and validations are configured.
Learn how assets are registered, tracked, and maintained.
Learn how to find, read, and use knowledge articles in SERVA.
Explore the Configuration Management Database and how records are tracked.
Overview of process definitions and automation logic.
Learn how workflows are structured and automated within SERVA.
See how dynamic forms are built and used to capture request data.