Features

Incidon change management system ensures that all changes made to the IT applications or infrastructure are handled efficiently and effectively while accounting for risk and reducing the impact of changes on business users and processes. Incidon Change Management improve availability and performance of the IT infrastructure. The goal of the IT change management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all IT changes, in order to minimize the impact of change-related incidents upon service quality, and consequently improve the day-to-day operations of the organization.The Information Technology Infrastructure Library (ITIL) provides a set of best practices for change management that makes it easier for IT professionals to roll out and prioritize changes efficiently, without negatively impacting customers or agreed-upon service levels. Old technologies need to be replaced, while existing solutions require upgrades to address more demanding regulations. Finally, IT needs to roll out new solutions to meet business demands. Change management is an import part of IT service management process. Change management occur only when there is a change needed for an application/Software , Infrastructure or database. In Incidon, origin of a change request begin with an incident ticket. If the resolution of the incident recommend a change, a change request will officially be created . Change request will be assigned to an agent/analyst at the time of the creation itself. This assigned agent will act as the change manager for the change request and will manage the change request and the related tasks. Incidon change management is controlled by different tasks. There different task types such approval task, Build/development task, Testing task, Deployment tasks etc. A typical change request begin with approval task and end with deployment task. Change manager can create and assign other tasks as well on as needed basis. The status of the change request is changed based on the completion of each tasks. In order to qualify to include in a release, A change request must have deployment task assigned . when the change request is deployment ready, it will be included in the attached release. In release view you can see whether a change request is ready for release or not.

Incidon Problem Management includes the steps required to diagnose the root cause of incidents identified through the Incident management process and to determine the resolution to the problems. Problem management is also responsible for ensuring that the resolution is implemented through the appropriate procedures such as change management and release management. Problem management targets to manage the life cycle of all problems and the main purpose of this ITIL process is to prevent Incidents from happening repeatedly and to minimize the impact of incidents that cannot be prevented. Successful Problem Management with Incidon ITSM will identify the root cause of the problems on time and provide recommendation to resolve the problem and prevent the problem happening in future . In Incidon every problem begins with an incident creation. If a an incident needs more attention and to be investigated for a problem,then a problem record can be created and the incident can be attached to it. Multiple incidents can be attached one problem record. Incidon problem management is comprehensive and is controlled by few tasks. A problem will be assigned to an agent/analyst at the time of the creation and the assigned agent will act as the problem mananger and will create ,manage and assign the necessary tasks associated with it. The tasks will begin with initial investigation/Analysis followed by root cause analysis, recommendation. If the recommendation suggests a change, a change request will be opened

Work orders are commonly used products or services which can be tracked separately such as installation of a popular appliciation, distribution of items or completion of typical actions for a new hire, running of a weekly or monthly script for a particular application or a scheduled process on specific period of time. In Incidon ITSM Work orders begins with an incident ticket. Triage group evaluate the incident and if it needed a work order, a work order be created and assigned to an appropriate agent. This agent will act as the work order manager. Work ordrers needs approval and it will start with approval task and ends with implementation task. The process of work order management in Incidon ITSM is fairly simple. Once a work order request is creted and and assigned to an agent , who will manage the work orders, a task will created and assigned to the default approver of the group . Once the Work order is approved implementation task is created and assigned to an agent . The agent will complete the work order and close the work order request. Successful work order management in Incidon will ensure quality of efficiency of the delivery of appropriate product or services on time. It is the policy of your organization which decides e what types of products or services delivery are to be considered as work orders.

Incidon Release Management aims to plan, schedule and control the movement of releases to the live production environments with accuracy and efficiency. The primary goal of this ITIL process is to ensure that the integrity of the live environment is protected and that the correct components are released on time. This process is also responsible for training end-users and operating staff and circulating information/ documentation on the newly deployed Release or the services it supports. Incidon ITSM release management focuses on the transitions from development and testing environment to a live production release for a single change or a collection of changes in application software, hardware or infrastructure while maintaining the integrity of the change components, ensure the accuracy of the changes and minimizing the impact on the system. Incidon ITSM has a comprehensive release management section. You can create an open release at anytime or monthly release once in a month depending on the policy of your oraganization’s Information technology department. Every change requests ends up in production only through the release management process. In Incidon when you create a change request you can attached to one of the future release based on the expected duration of the change to be deployed. This can be done on create change request form. Alternatively in the release , you can add deployment ready changes to one of the releases from the list of changes ready for release. Incidon ITSM release management is controlled by multiple tasks. It will start with approval task and end with deployment task. Successful release management in Incidon ensures proper and accurate transfer of changes to production without impacting normal business process and activities of the IT operations.

The main goal of Information tehnology assets and configuration management is to maintain information about Configuration Items required to deliver an Information Technology services and activities in ITSM. Information technology services are related to number of individual components. These components are software, hardware, network devices, middle ware etc. Tracking Configuration of Information technology assets and its relationship with IT servces are very important in ITIL. When an incident is managed, its relationship with a given asset and its configuration is a key information in tracking the nature of the incidents. Based on the asset relationship, appropriate measures can be taken in order to prevent the type of incidents happening in future. Planning and managing assets relationship ensure qualtiy and enhance productivity in Information tehcnology services. Incidon ITSM Assets management store and track the complete details and status of every Information technology assets. Incidon ITSM manages the software, hardware and other infrastructural assets information comprehensively and is readily available for typical ITSM processes. Successful asset management in Incidon ITSM enhance the quality and efficiency of the all ITSM processes and activities and maintain the integrity of the activities across the application.

Event Management in Incidon ITSM is the process which monitors all events that occur through the IT services and operations. The events can be related to the normal operations or with other conditions. Every ITSM process has events such as pre defined due date ,start date, end date, Scheduled start date, Scheduled end date, actual start date , actutal end date etc. Incidon ITSM event management is tightly integrated to the Incidon calendar. Events in Incidon ITSM event management are categorized into two groups. One is ITSM process related events such as due date , start date which automatically displayed as an event entry in the calendar. These event entries in the calendar can’t be edited or changed by the users. The display of such events in the calendar is for the information view purpose only. The second category is any other event which users can create manually. These type of events can be created or modified by the user any time. The ITSM process related events are displayed in calendar with different colors to identify the process. Other events in the calendar are all displayed in purple. User can click the empty part of the date block in the calendar in order to create a new event and a data entry form will be popped up and read for the data input. Users can click the existing events in order to make changes. Event management in Incidon ITSM is seamless and successful event management in Incidon ITSM establish accuracy in the process information and generate accurate information for reporting .