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SOP Update CI Resolution Code

This Standard Operating Procedure (SOP) outlines the process for updating Configuration Items (CIs) and Resolution Codes in the ITSM system to maintain accurate incident and change management records. It details the responsibilities of Service Desk Agents, Incident Managers, and Change Managers, along with the steps for updating CIs and resolution codes. The document also includes exception handling, compliance requirements, and references for further guidance.

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20 views3 pages

SOP Update CI Resolution Code

This Standard Operating Procedure (SOP) outlines the process for updating Configuration Items (CIs) and Resolution Codes in the ITSM system to maintain accurate incident and change management records. It details the responsibilities of Service Desk Agents, Incident Managers, and Change Managers, along with the steps for updating CIs and resolution codes. The document also includes exception handling, compliance requirements, and references for further guidance.

Uploaded by

Abhidevkrishna
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Standard Operating Procedure (SOP)

**Title:** Updating Configuration Item (CI) and Resolution Code

**Version:** 1.0

**Date:** [Insert Date]

**Author:** [Your Name]

**Reviewed By:** [Reviewer’s Name]

**Approved By:** [Approver’s Name]


1. Purpose
This SOP outlines the process for updating Configuration Items (CIs) and Resolution Codes
in the ITSM system to ensure accuracy in incident and change management records.

2. Scope
Applicable to the IT Service Desk, Major Incident Management, and Change Management
teams responsible for maintaining CI and resolution code accuracy.

3. Responsibilities
• **Service Desk Agents**: Ensure correct CI and resolution codes are assigned to incidents
and service requests.

• **Incident & Major Incident Managers**: Validate and update CI and resolution codes for
critical incidents.

• **Change Managers**: Review and approve CI updates when associated with a change
request.

4. Definitions
• **Configuration Item (CI)**: Any IT component that is managed in the CMDB
(Configuration Management Database), such as servers, applications, or network devices.

• **Resolution Code**: A predefined code used to categorize the resolution of an incident,


such as "Resolved - Hardware Replaced" or "Resolved - Software Patch Applied."

5. Prerequisites
• Access to the ITSM tool (e.g., ServiceNow, Remedy, or any other ITSM system in use).

• Proper authorization for updating CIs and resolution codes.

6. Procedure

6.1 Updating a Configuration Item (CI)


1. **Identify the Incorrect or Missing CI**

- Locate the incident, problem, or change request where the CI needs to be updated.

2. **Search for the Correct CI**

- Use the CMDB search function to find the appropriate CI.

3. **Update the CI**

- Replace or assign the correct CI to the record.

- Save changes and verify updates in the system.


4. **Notify Stakeholders (if required)**

- If the update impacts active incidents or changes, inform relevant teams.

6.2 Updating a Resolution Code


1. **Identify the Incident Requiring Resolution Code Update**

- Open the resolved incident or request.

2. **Select the Correct Resolution Code**

- Choose the appropriate resolution category based on the issue’s root cause and fix.

3. **Update and Validate**

- Apply the change and ensure it is recorded correctly.

4. **Document in Resolution Notes**

- Add a brief description to justify the chosen resolution code.

7. Exception Handling
• If the required CI is missing in the CMDB, raise a request with the Configuration
Management team.

• If a suitable resolution code does not exist, escalate it to the ITSM Process Owner for
review and addition.

8. Compliance & Audit


• Regular audits should be conducted to ensure accurate use of CIs and resolution codes.

• Any incorrect updates should be reported and rectified as per the governance guidelines.

9. References
• ITSM Tool User Guide

• Incident Management Process Document

• Configuration Management Policy

10. Revision History


Version Date Author Changes

1.0 [Date] [Your Name] Initial Draft

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