Services, assets and changes

Some pages in this section appear only if the matching service is in your contract.

Service Status

Service Status shows availability and the infrastructure incidents that affect your services. The tabs are:

• Current Status: how many services are operational, degraded or unavailable, updated in real time;
• Availability: availability over time;
• Incidents: ongoing and past infrastructure incidents;
• Maintenance: planned work.

Security

Security & Compliance summarises the security status of your infrastructure, with the Overview, Vulnerabilities, Compliance and Security Incidents tabs. The indicators at the top count critical and high vulnerabilities, those with a known exploit and the compliance score. You can download the report as a PDF.

SLA and resolution times

SLA & Times measures compliance with the service levels in your contract:

• the percentage of SLAs met by priority (P1, P2, P3) and in total, each with its target;
• the heatmap of ticket arrivals by day and hour;
• the comparison between first response and resolution, ticket by ticket;
• the distribution of resolution time (MTTR) by category.

Choose the period (30, 60 or 90 days) and export the data to CSV or Excel.

My assets

My Assets lists your organisation’s devices, licences and IT tools. You can search and filter by type, status and environment, export and import the list as CSV and request a new asset with Request new asset.

In an asset’s detail you find:

• Software: the installed software, with version, vendor, licence and risk. The inventory needs an agent installed on the device; if there is none, you can add software by hand.
• Warranty / contract documents: the asset’s warranty or contract PDFs, which you upload by dragging them into the section.

Maps

• Asset map starts from an asset and shows its relationships, down to the depth you choose. With Show impact you see the services that depend on that asset and are at risk if it fails.
• Service Map shows the topology of your services on three levels: services, network and application stack. Click a node for the detail.

Discovery

Discovery lists the automatically detected assets that are waiting to be reconciled with the inventory. For each one you can:

• Approve: you create a new asset;
• Match: you link it to an existing asset;
• Reject: you discard it, giving the reason.

This feature is reserved for your organisation’s administrators on the portal.

Changes

Change shows the planned changes to your services: how many are scheduled in the next 30 days, the success rate over the last 90 days, emergency changes and active freeze windows. You can view the calendar by month or by week.