IT Service Management

Change & Release Management

Change and Release Management helps organizations control and coordinate IT service modifications.

• Certificate
  Certificate functionality enables SAML single sign-on configuration for directory administrators.
• Certificate Fields
  Certificates require specific field configurations to manage digital signature algorithms and validity periods.
• Directory Auditor
  Directory auditor role provides read-only access to all directory records.
• Project Risk Level
  Project risk levels categorize anticipated risk for project funding decisions.
• Project Risk Level Fields
  Project risk level fields define risk categories and settings for project management workflows.
• Release
  Releases coordinate multiple related workflows across teams to achieve common objectives.
• Release Fields
  Releases have specific fields for tracking identifiers, subjects, managers, impact levels and implementation details.
• Risk
  Risk management helps organizations identify, analyze and track potential risks that could impact services or projects.
• Risk Fields
  Risk Fields define configurable attributes for documenting and tracking organizational risks.
• Risk Severity
  Risk severities categorize and prioritize risks based on their importance to the organization.
• Risk Severity Fields
  Risk severity fields define priority levels and consequences for risk assessment workflows.

Problem Management

Problem management helps organizations identify and resolve underlying causes of IT service disruptions.

• Problem
  A problem is registered to prevent incidents from recurring or proactively address capacity issues.
• Problem Fields
  Problem fields define the data structure and input requirements for problem records.
• Problem Manager
  Problem managers handle and maintain problem records within their designated account services.

Service Portfolio

How services are classified and navigated, including service categories and the service hierarchy browser.

• Service Category
  Service categories group related services to simplify service selection for users.
• Service Category Fields
  Service categories organize IT services by defining their names, descriptions and visual identifiers.
• Service Hierarchy Browser
  Service hierarchy browser displays service instances and configuration items for streamlined request management.

Roles & Permissions

IT service roles and permissions define user access levels and responsibilities.

• Release Manager
  Users with the Release Manager role can maintain and edit releases for account services.
• Service Desk Analyst
  Service desk analysts register and handle requests on behalf of end users.
• Service Desk Manager
  Service desk managers oversee the service desk and its analysts.
• Service Level Manager
  Service Level Manager role enables users to maintain service level agreements and first line support agreements.

Configuration management and CMDB documentation has moved to Asset Management & CMDB.