作業カテゴリとは

Jira Service Management には、主に 5 つの IT サービス管理 (ITSM) 作業カテゴリがあります。

These categories are pre-built into the IT service management template, but they can also be added to any of your projects through the Features page. Read how to add work categories to any of your projects.

サービス リクエスト

Service requests are requests for information, access to a service, or for something new to be provided. Common service requests could include: “I need a new laptop”, “I need to reset my password”, or “How do I access my account?“. Read more about service requests.

インシデント

インシデントは、お客様のサービスに支障をきたすか、サービスの質を低下させる (または低下させるおそれのある) 計画外のイベントです。インシデントの例としては、データの問題やネットワーク障害などのアプリケーションやハードウェアの不具合が挙げられます。インシデントがサービスを大幅に中断し、緊急対応を必要とするようなものである場合、重大なインシデントにアップグレードできます。インシデント管理の詳細についてご参照ください。

問題

Problems are the underlying causes of recurring (or potential) incidents. Requests in the Problems category aim to identify and eliminate the root causes of an incident. For example, “Internal tooling keeps crashing.“ Read more about problem management.

変更

Changes include anything involving organizational changes to IT infrastructure, such as rolling out new services or upgrading software. Read more about change management.

インシデント事後レビュー

Post-incident reviews bring people and teams together to discuss the details of an incident: why it happened, what impact it had, what actions were taken to resolve it, and how the team can prevent it from happening again. Read more about post-incident reviews.

If you’d like to see a work category in action before adding it to your service project, you can create a new ITSM project and use the sample space to test, explore and learn about these work categories.