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Product > ITIL Compliance

The Information Technology Infrastructure Library or ITIL is a set of real world best practices for operating a help desk, support desk or IT support group. The goal is provide support managers with the procedures and tools to allow them to continually improve the quality of their work as well as the efficiency with which they operate.

		Revelation is now ITIL Compliant in the areas of Incident Management, Problem Management & Change Management. Please refer to the sections below to better understand how you can use Revelation helpdesk to assist you with your ITIL procedures. We will continue to roll out new and updated features that expand and enhance our ability to provide wide ranging support for the ITIL framework.



Incident Management
Identification & Logging Incidents arise from a failure or interruption of a technology system/service or of an asset. Incidents created from one of the following: User phone call User email to technician User email to parser Asset email to parser Technology system email to parser Self service web interface Technician web interface Classification Classifying incidents is an important step towards understanding the sources of your incidents. By activating from one to four levels of incident classification you can get as detailed as you like. By identifying the root cause of each incident you are one step closer to full Incident Management. Incident types can be customized based on the team each technician is in so the Revelation interface will present only the relevant options to each technical staff member. Auto Assignment Business assignment rules, incident templates and self service quick tickets all serve to quickly, easily and automatically assign incoming incidents to the appropriate staff. Incident Prioritization Each incident will affect your organization differently. By defining the priority based on the overall impact and relative urgency of the incident you can normalize impact it has on the organization as a whole. Revelation lets you assign priorities manually or automatically. You can also define up to nine priorities in each priority set and can have unlimited priority sets. Manual prioritization - Each major category of incident type can have its own set of priorities so your staff will only need to choose from the appropriate priorities for that type. Automatic prioritization - Through the use of default priority settings per primary incident category and incident templates, Revelation will auto-assign the appropriate priority to incoming incidents. If needed – this automatic assignment can be overridden. Revelation will log this change with a time/date/name stamp in the incident history. Diagnosis As your technical staff go through the process of diagnosing the incident and discovering its root cause – all activity and notes will be added to the incident. Revelation will add a date/time/name stamp to each note and display them in chronological order. By recording full detail on each symptom Revelation’s intelligent knowledgebase will automatically search and display all relevant articles/solutions. This will streamline the process of resolving the incident and communicating the resolution to the end user. Escalation Revelation fully supports a multi-tiered approach to incident resolution. If the initially assigned support engineer is unable to resolve the incident, it can be reassigned to the second-level support. This process will continue until the incident is resolved. Revelation’s service level agreements ensure this process is handled in a timely fashion. By allowing you to specify response and resolve times per priority level, the SLA will determine when the next action is due and define an ‘at-risk’ point prior to each ‘due date’ so that your staff will be alerted prior to the incident going late. There is also an auto-escalate process which can automatically move the incident if it is abandoned by the assigned staff member. All incident reassignments are auto-entered into the incident history with date/time/name stamps. Resolution After identifying the root cause of the incident and performing the resolution your technical staff can transfer the information, especially the problem and resolution, directly into the knowledgebase as a new article. By performing this step at the close of any new incident you will be enabling your staff to provide a quicker resolution to future incidents which will increase end user satisfaction. Closure To confirm the end user agrees the incident is resolved your technical staff can initiate a message within the incident which opens the incident for the end user via the self service portal. Once the end user has acknowledged the incident is resolved automatic notifications will be sent to the support technician and the incident will be flagged on the technician’s home page. In addition, the ‘lost incident’ report will automatically identify any incidents still open that haven’t been acted upon and allow you to manually close them. Satisfaction Survey The integrated user satisfaction survey will help identify the relative satisfaction level of your end users and the performance of your support technicians. You can create different satisfaction surveys based on the type of service or support being provided. Revelation will automatically send a link to the survey to the end user when an incident is closed and will notify you when the survey has been completed.



Problem Management				RETURN TO TOP
Problem Management attempts to minimize the negative impact of incidents on the business and promotes root cause analysis to identify permanent solutions moving forwards. Detection Trend analysis is the key to identifying trouble areas and honing in on specific problems. By plotting trends and tracking the increase or decrease in incident occurrence and time spent you can take steps to avoid or minimize the problem earlier rather than later. Revelation’s Trend Report generator gives you the data you need to identify areas of concern before they grow into full scale problems. Drilling down into the detail, you can find common patterns of failure and focus on the area or service that needs attention or improvement. Logging Accurately logging problems and associating them with the relevant incident or incidents is critical. Revelation’s parent/child incident system allows you to create a problem ticket and associate any number of relevant incidents. The build in ‘current problems’ list will help you avoid creating duplicate problems. Categorization Properly categorizing problems is essential to avoid ambiguities that may arise from problem descriptions. Revelation provides up to four levels of problem categorization (the same as with incidents) which helps keep the problem focused technicians at the same level of understanding as the Incident technicians. Prioritization Prioritization helps technicians identify critical problems that need to be addressed. By defining the priority based on the overall impact and relative urgency of the incident you can normalize impact it has on the organization as a whole. Revelation lets you assign priorities manually or automatically. You can also define up to nine priorities in each priority set and can have unlimited priority sets. Manual Prioritization - Each major category of problem can have its own set of priorities so your staff will only need to choose from the appropriate priorities for that type. Automatic Prioritization - Through the use of default priority settings per problem category and problem templates, Revelation will auto-assign the appropriate priority to new problems. If needed – this automatic assignment can be overridden. Revelation will log this change with a time/date/name stamp in the problem history. Investigation & Diagnosis Problem investigation results in getting at the root cause of the problem and initiating actions to resume or restore the failed service. It is important to analyze the impact, root cause and symptoms of the problem prior to providing a problem resolution. Make an announcement with the problem symptoms to avoid the creation of multiple incidents. Solution The successful diagnosis of a root cause results in changing the problem to a Known-Error, outlining a workaround, and containing the knowledge within the knowledgebase so future problems can be resolved quickly and efficiently. Revelation helpdesk assists in categorizing these solutions in the built in knowledgebase. By setting the visibility to ‘all’ you can provide your end-users direct access to these articles which will in turn help them resolve the incidents by themselves and reduce the future inflow of new incidents. There is also a benefit in lowering the overall incident resolution time by your technicians in the future. Closure Problem closure confirms that all aspects of the original incident or incidents are addressed to the user satisfaction. Revelation helpdesk includes the end user in the process by enabling them to confirm resolution with a date/time/name stamp in the problem history via the self service portal.



Change Management				RETURN TO TOP
The goal of Change Management is to control and manage approved changes. Revelation helpdesk enables you to implement a change management process that allows you to handle pre-approved changes and changes with complete approval cycle. Initiate Change Request You can initiate a new change request at any time. The Request for Change is considered based on the Business Impact, Urgency and Priority. The Change plan is formulated to get started with a the change process. The Change Plan needs to have complete details about the reasons for considering the change, how this change can impact business. The Change Planning stage needs to have following information so that Change Managers and the Change Advisory Board has all the details necessary to make informed decisions. Impact Analysis - risk involved in implementing the change Roll out Plan - how the plan will be implemented Back out Plan - plan to restore things to back to original state if plan fails Checklist - List of mandatory items required for the plan to succeed Change Advisory Board Revelation enables you to create one or more Change Advisory Boards or CABs using the ‘Groups’ or ‘Queues” feature. Based on the defined change type, you can choose to assign the change plan for approval to the appropriate CAB. Doing so will trigger an auto-email notification to the CAB members and the change will appear in the CAB queue. Approval from CAB Members The CAB members meet regularly (usually once per month) to discuss the changes that are submitted for approval. Based on the change plan and the risk analysis, the CAB Members take a unanimous decision to Accept or Reject a Change Plan. Any change assigned to the board can be closed, returned to the originator asking for more detail or accepted. An accepted change has its hierarchy changed to ‘parent’ so that individual ‘child’ tasks can be associated with it and assigned to different individuals. Co-ordinate Change Implementation Forward Schedule of Change (FSC) All Approved Changes have to be implemented with minimal service downtime. Revelation helpdesk lets you run reports on Priority, Urgency, by Incident, and Problem counts that helps Change Managers to prioritize and schedule changes. All scheduled changes will send generic iCal emails so that the approved change steps can be integrated into your existing calendar system. This way everyone will be kept in the loop as to when a particular system will be down for maintenance and when it will be restored. Implementations Revelation helps you keep track of important tasks involved in implementing an approved change. The task delegation helps Change Managers to assign tasks to technicians, schedule the task and track task status. The Task works like a simple to-do list and are child request to the change. Post Implementation Review The Post Implementation Review helps Change Manager to keep track of the rolled out change to Capture the glitches that happened during the change and improve the process in the future. The review is handled via the built-in survey system. Keep Track of the Change History As Change Management involves key business, it is important to maintain clear documentation about the change. Revelation keeps track of the complete change History. This helps to audit changes and get all the information such as, when the change plan was edited, when it was approved, who approved it and what time. The Property View helps you keep a record of all changes for auditing purposes.
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