IT Service Management
Incidents, requests and changes, in one system.
Manage incidents, service requests, changes and IT assets.
Explore the specification
YouStatusnot Resolved or Closed or Cancelled
| Incident Number | Subject | Requester | Service | Priority |
|---|---|---|---|---|
| INC-49081 | New inc-120 | KJ | SRV-6469 | 530 |
| INC-36438 | Assigned inc-696 | LU | SRV-3389 | 670 |
| INC-64297 | InProgress inc-298 | MN | SRV-4262 | 50 |
| INC-15601 | OnHold inc-642 | YJ | SRV-4411 | 550 |
| INC-72725 | New inc-445 | MV | SRV-4250 | 630 |
| INC-20565 | Assigned inc-352 | PC | SRV-2507 | 620 |
StatusScheduledApprovedScheduledStart <= now + 30 days
StatusUnderInvestigationKnownErrorno problem rc as
StatusDeclaredInvestigationInProgressMitigated
P1Statusnot Resolved or Closed or Cancelled
| Incident Number | Subject | Requester | Service | Assignment Group |
|---|---|---|---|---|
| INC-56881 | New inc-929 | ZG | SRV-4273 | GRP-3341 |
| INC-70858 | Assigned inc-779 | UW | SRV-2066 | GRP-3838 |
| INC-43049 | InProgress inc-860 | XN | SRV-4445 | GRP-8857 |
| INC-85152 | OnHold inc-935 | XN | SRV-4184 | GRP-8603 |
| INC-83192 | New inc-891 | XA | SRV-1675 | GRP-6159 |
| INC-29499 | Assigned inc-120 | DY | SRV-5008 | GRP-8881 |
Statusnot Resolved or Closeddue in 30 min or due in 1 h
| Incident Number | Priority | Assignee | Assignment Group | Response Due |
|---|---|---|---|---|
| INC-10549 | 210 | AV | GRP-7259 | 25 Sep |
| INC-38548 | 240 | PW | GRP-2563 | 18 Sep |
| INC-74316 | 300 | WR | GRP-7870 | 10 Sep |
| INC-98830 | 480 | NZ | GRP-2637 | 28 Sep |
| INC-83336 | 490 | HS | GRP-2255 | 10 Sep |
| INC-85999 | 210 | XS | GRP-3779 | 13 Sep |
PendingCABTypeNormalEmergencyMajor
| Change Number | Subject | Type | Risk | Impact |
|---|---|---|---|---|
| CHN-53347 | PendingCAB chn-314 | Normal | Low | SingleUser |
| CHN-12904 | PendingCAB chn-215 | Emergency | Medium | Department |
| CHN-93610 | PendingCAB chn-269 | Major | High | Site |
| CHN-38834 | PendingCAB chn-364 | Normal | Low | Enterprise |
| CHN-15697 | PendingCAB chn-769 | Emergency | Medium | SingleUser |
| CHN-97267 | PendingCAB chn-185 | Major | High | Department |
YouStatusnot Implemented or Closed or Cancelled or Failed
| Change Number | Subject | Type | Status | Risk |
|---|---|---|---|---|
| CHN-89270 | Draft chn-173 | Standard | Draft | Low |
| CHN-10001 | Submitted chn-535 | Normal | Submitted | Medium |
| CHN-86204 | PendingCAB chn-229 | Emergency | PendingCAB | High |
| CHN-80984 | Approved chn-956 | Major | Approved | Low |
| CHN-32408 | Scheduled chn-675 | Standard | Scheduled | Medium |
| CHN-45053 | InImplementation chn-524 | Normal | InImplementation | High |
FailedActualEnd >= now - 30 days
| Change Number | Subject | Type | Risk | Owner |
|---|---|---|---|---|
| CHN-91670 | Failed chn-309 | Standard | Low | PU |
| CHN-42554 | Failed chn-540 | Normal | Medium | PY |
| CHN-36166 | Failed chn-207 | Emergency | High | JA |
| CHN-50357 | Failed chn-360 | Major | Low | CB |
| CHN-25404 | Failed chn-557 | Standard | Medium | GC |
| CHN-89483 | Failed chn-564 | Normal | High | CR |
ClosedClosedAt >= now - 7 days
| Incident Number | Subject | Requester | Priority | Assignee |
|---|---|---|---|---|
| INC-43121 | Closed inc-586 | DA | 830 | CL |
| INC-26016 | Closed inc-891 | PF | 750 | KU |
| INC-47924 | Closed inc-727 | NU | 640 | MZ |
| INC-74828 | Closed inc-209 | PL | 370 | RD |
| INC-53964 | Closed inc-678 | EE | 660 | EP |
| INC-91168 | Closed inc-647 | KU | 140 | TV |
Statusnot Resolved or Closed
| Problem Number | Subject | Priority | Owner | Assignment Group |
|---|---|---|---|---|
| PRB-91979 | New prb-591 | P1 | JL | GRP-1814 |
| PRB-91487 | UnderInvestigation prb-428 | P2 | ZH | GRP-1874 |
| PRB-87082 | RCACompleted prb-667 | P3 | AE | GRP-2615 |
| PRB-90251 | KnownError prb-827 | P4 | CR | GRP-6966 |
| PRB-74327 | FixInProgress prb-366 | P1 | EK | GRP-5892 |
| PRB-17711 | New prb-135 | P2 | WB | GRP-2625 |
no assigneeNew
| Incident Number | Subject | Requester | Assignment Group | Channel |
|---|---|---|---|---|
| INC-89989 | New inc-219 | NA | GRP-4382 | Portal |
| INC-10421 | New inc-759 | PE | GRP-3117 | |
| INC-55843 | New inc-833 | DW | GRP-4216 | Chat |
| INC-61395 | New inc-927 | YE | GRP-2243 | Phone |
| INC-47323 | New inc-553 | NY | GRP-3580 | Walkup |
| INC-50628 | New inc-880 | VR | GRP-7614 | Monitoring |
You or You
| Request Number | Service | Status | Submitted At | Completed At |
|---|---|---|---|---|
| RQS-41809 | SRV-4657 | Draft | 22 Sep | |
| RQS-10672 | SRV-4592 | Submitted | 08 Sep | |
| RQS-78816 | SRV-3124 | PendingApproval | 06 Sep | |
| RQS-36498 | SRV-3771 | Approved | 13 Sep | |
| RQS-93614 | SRV-7223 | InFulfillment | 17 Sep | |
| RQS-71662 | SRV-5892 | Cancelled | 15 Sep |
OnCall = true
| Group | Agent | Shift | On Call | Languages |
|---|---|---|---|---|
| GRP-6518 | TA | SHF-539 | OC-710 | LNG-707 |
| GRP-3831 | ZJ | SHF-136 | OC-834 | LNG-544 |
| GRP-3060 | HE | SHF-120 | OC-968 | LNG-567 |
| GRP-4742 | WV | SHF-736 | OC-620 | LNG-767 |
| GRP-3447 | GT | SHF-444 | OC-662 | LNG-565 |
| GRP-3363 | RF | SHF-468 | OC-353 | LNG-735 |
Upstream = selected CI or Downstream = selected CI (recursive depth 2)
| CI graph visualization — node color by Status | edge label by Relationship Type | open incidents badge per node |
|---|---|---|
| Open | Open | OIB-701 |
| Closed | Open | OIB-769 |
| Open | Open | OIB-670 |
| Closed | Open | OIB-645 |
| Open | Open | OIB-571 |
| Closed | Open | OIB-697 |
Illustrative records generated from the specification. Explore the views to inspect the planned operating model.
Built for your team.
IT teams who run a service desk with clocks, approvals and a record.
- Defined tables
- 34
- Operational views
- 15
- Defined roles
- 8
- Reports
- 9
Defined in the planned system specification.
What’s inside.
Manage incidents, service requests, changes and IT assets.
Incidents
Intake, priority and SLA clocks
Requests
Catalog items and fulfilment
Changes
Risk, approval and windows
Problems
Root cause and known errors
Assets
CMDB and lifecycle
Knowledge
Articles and runbooks
- 01Ticket
- 02Triage
- 03Assign
- 04Resolve
- 05Close
Built for your team
Major summary
CIO / IT Director
Executive owner of the IT function. Watches enterprise-wide trends — MTTR, change success rate, release velocity, cost-per-incident — and chairs or sponsors the Executive CAB.
Incident NumberPriorityAssigneeAssignment Group
Service Desk Manager
Runs the service-desk organization — L1 and L2 queue health, staffing, escalations, agent coaching, SLA attainment.
Incident NumberSubjectRequesterAssignment Group
L1 Agent
Front-line service-desk agent working the L1 queue — password resets, account unlocks, how-to questions, basic triage, first-touch resolution.
L2 / L3 Engineer
Specialist engineer — Windows, Linux, Network, Database, Security, Cloud — handling escalated incidents, diagnosing problems, and implementing changes.
Change NumberSubjectTypeStatus
Normal
Change Manager
Owns the change process — reviews every RFC, schedules CAB meetings, chases approvers, ensures backout plans exist, runs post-implementation reviews, owns change KPIs.
Change NumberSubjectTypeRisk
Emergency
CAB Member
Senior engineer or business representative sitting on the Change Advisory Board to approve Normal and Major changes.
Request NumberServiceStatusSubmitted At
Submitted
Business User
Internal employee using the self-service portal to submit incidents and order from the service catalog.
Reports and dashboards
Explore what each report measures and the records behind it.
Incident Volume & Trends
Incidents per day / week / month split by Service × Category × Priority × Channel. Drills into volume spikes that suggest a looming Problem or a deteriorating CI.
MTTR / MTTA
Median, p75, and p95 mean-time-to-acknowledge and mean-time-to-resolve by Priority and AssignmentGroup. The core operational-health report. Trend line is the CIO scorecard line.
First-Contact Resolution
% of Incidents closed by the L1 group on first touch (no reassignment, no escalation). Drives L1 training, knowledge-base investment, and self-service deflection strategy.
Change Success Rate
% of Changes that complete Implemented without triggering a follow-on Incident or rollback, split by Type × Risk × ImplementationGroup × Environment. The core change-management KPI.
Emergency Change %
Share of Changes filed as Emergency vs. Standard / Normal. A high or rising number is a maturity warning — it usually signals that planning is breaking down or that unreviewed work is sneaking in.
SLA Attainment
% of Incidents and Requests meeting Response and Resolution SLAs, broken out by ServiceLevel × Service × Group × Agent. Drills into every individual SLABreach for root-cause review.
Top-Problem CIs
CIs ranked by linked open / resolved Incidents in the last 90 days, with related open Problems and last-failed Changes. Surfaces which assets are costing the most in operational pain.
Release Velocity
Releases deployed per period by Type and TargetEnvironment, with success / rollback / skipped breakdown. Tracks the engineering-to-production throughput of the org.
Cost per Incident
Average incident cost (agent labor × MTTR × loaded rate + escalation overhead + CI downtime penalty) split by Service × Department × Priority. Drives chargeback conversations and service-tier decisions.
One connected workspace
Incident Volume & Trendsdrill-down
Incidents per day / week / month split by Service × Category × Priority × Channel. Drills into volume spikes that suggest a looming Problem or a deteriorating CI.
| Incident Number | Subject | Requester | Service | Priority |
|---|---|---|---|---|
| INC-49081 | New inc-120 | KJ | SRV-6469 | 530 |
| INC-36438 | Assigned inc-696 | LU | SRV-3389 | 670 |
| INC-64297 | InProgress inc-298 | MN | SRV-4262 | 50 |
| INC-15601 | OnHold inc-642 | YJ | SRV-4411 | 550 |
- New
- Assigned
- InProgress
- OnHold
- Resolved
- Closed
- Cancelled
- IncidentNumber
- INC-49081
- Subject
- New inc-120
- Requester
- KJ
- Service
- SRV-6469
- Priority
- 530
- ResponseDue
- 15 Sep
- ResolutionDue
- 17 Sep
ownerL1 Agent
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections follow the authored specification.
Controls and automation
System checks
Auto Incident creation from monitoring alerts (deduped within 5 minutes on same CI + Category).
Auto SLA clock on Incidents.Created and Requests.Submitted.
Auto assignment per group strategy; VIP routing for flagged users.
Auto escalation at 80% of ResolutionDue; SLABreaches write on due-time pass.
Auto Problem promotion on recurrence threshold; auto KnownError lookup on Incident resolution (by Category × Service × CI).
Auto CAB agenda assembly weekly from Changes.Status = PendingCAB.
Auto Major Incident declaration for P1 on Critical CIs; war-room channel spin-up and status-page post on Declared / Mitigated / Resolved.
Auto CI update from discovery with reconciliation.
Auto CSAT send on Incidents.Closed.
Auto Deployment via CI/CD integration (AutomationRef captured).
Inbound feeds from monitoring (Datadog, Grafana, Prometheus, PagerDuty, Splunk), discovery scanners, email, chat, portal, and HR; outbound to chat (Slack, Teams), on-call (PagerDuty, OpsGenie), status page, ITAM, and the BI warehouse.
