Incident, Problem and Change Management
9 guides
Change Management
This article provides a comprehensive guide on change management, detailing various aspects such as types of change (Standard, Normal, Major, Emergency), the change management tab configuration, approval processes, change freeze periods specific to customers, asset dependencies, change calendar visibility, and date dependencies. It covers configuring the change management process, including setting up approval steps, managing freeze periods, utilizing the change calendar, and ensuring efficient handling of changes according to business needs and ITIL standards.
Contents of Incident Management guides
Maintenance Windows
Problem and Change Management Using Fully Configured Workflows
This article provides a comprehensive guide on using fully configured workflows for problem and change management. Key topics covered include raising problems, managing service status notes, using the problem/resolution finder, and progressing workflows based on cause identification. It discusses how to raise problem tickets manually or through automatic suggestions, dynamically display service status notes, and link issues to problem records. The guide also explains workflow actions for identified and unidentified causes and outlines using templates and suggested articles on ticket creation screens to improve efficiency in ITSM processes.
Problem Management
Problem/Resolution Finder
The Problem/Resolution Finder is an optimization tool for incident and problem resolution by leveraging historical and current tickets from the database. It suggests related knowledge base articles and similar tickets based on matching criteria such as ticket summary, custom fields, and categories. Agents benefit by receiving suggestions without manually searching the knowledge base. The tool's configuration options allow customization of matching logic and criteria for article and ticket suggestions. It also provides settings for where and how the resolution finder is used within the agent interface and portal.
Risk Scoring
Service Status Monitoring
The guide covers how to set up and use service status monitoring in Halo, allowing tracking of service performance through email alerts or tickets. Monitored services can include backup jobs, network checks, or manual tasks. Email alerts automate updates by processing notifications from third parties. Ticket-driven monitoring tracks service issues through related tickets, updating statuses upon resolution. Users can view service statuses on the portal, with options for subscription management and live chat integration. The setup involves configuring rules for email alerts, ticket types, subscription settings, and portal display options.
Software Releases
The article provides a comprehensive guide on using Halo to manage and track software releases. It details the functionality of the Software Releases module, covering aspects like configuring products, setting up release types, and tagging change tickets to releases. It also explains how to send release emails and track associated incidents. The guide is aimed at helping users organize software changes efficiently and includes instructions for integrating with tools like Azure DevOps and Jira. Key points include setting up permissions, creating release note groups, and monitoring release statistics.