ServiceCenter
ServiceCenter is a multi platform application, which provides online management of calls, incidents, and changes within the IT organization at Johns Hopkins Hospital and University supported customers. Service Management and Incident Management provide a fast responsive way to service our customers, while Change management provides an online accessible way to track and notify staff, of changes within the IT environment. Service Management
ServiceCenter Service Management provides the ability to track all calls effectively, even calls that are not considered an incident. Incidents are considered to be calls that require additional resources, and cannot be resolved by helpdesk staff. Service Management allows calls received from customers, or technical staff, to be associated to an incident. Multiple calls can be associated with a single incident when calls are generated for incidents that affect many users. Incident Management
ServiceCenter Incident Management is the central location for documenting incidents from customers, and service technicians. Incidents can have multiple calls attached, which provide a central location for incident resolution. Incident Management provides incident escalation, assignment, and integrated knowledge management ensuring that incidents are quickly resolved or assigned and managed. Change Management
ServiceCenter Change Management enables the IT organization to track all types of changes or modifications made with the IT supported environment. Change Management automates the approval process according to the type of request made and risk associated with the task. | 
