IT processes
IT processes follow the ITIL framework.
Change Management
Section titled “Change Management”Three change templates, each with its approval policies:
| Template | Risk | Pre-authorised | Approval |
|---|---|---|---|
| Standard Change | low | yes | no CAB |
| Normal Change | medium | no | CAB (Change Advisory Board) |
| Emergency Change | high | no | eCAB (Emergency CAB) |
Related policies:
- CAB Approval Policy — applies to Normal Changes.
- Emergency CAB Policy — applies to Emergency Changes.
- Change Freeze Policy — freeze windows (e.g. «Year-end freeze») configurable per tenant, which suspend change approval.
Problem Management
Section titled “Problem Management”The Problem workflow handles root cause analysis (RCA). It comes with the KEDB (Known Error Database) template, with the fields: Symptom, Root cause, Temporary workaround, Permanent fix / related change, Impacted CIs, Related incidents.
Major Incident classification
Section titled “Major Incident classification”Major Incident severity follows this scale:
| Level | Name | Criterion |
|---|---|---|
| P0 | Critical / Catastrophic | Total outage of a business-critical service or safety/legal impact; no workaround. |
| P1 | High | Severe degradation or partial outage of a critical service; limited workaround. |
| P2 | Medium | Significant impact, but the service is operational with a workaround. |
| P3 | Low | Minor impact / single user or non-critical. |