What's New
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This month, we’ve introduced several key enhancements across the Infraon Infinity platform. Here's a quick overview of what's new:
Introducing two new types of change management processes that streamline and optimize how we handle critical changes:
Emergency Changes are time-sensitive updates implemented immediately when urgent issues arise. The ECAB team reviews and approves these changes after deployment to ensure accountability.
Key Highlights:
Critical changes must be implemented immediately due to system failures or security threats.
Fast-tracked approval from the Emergency Change Advisory Board (ECAB) team.
Quick resolution to minimize downtime.
Scenario:
A company’s e-commerce platform experiences a severe security vulnerability that could lead to unauthorized access to user data. The issue is identified late at night, and immediate action is required to prevent a data breach.
Action:
The IT team implements an emergency patch to address the security hole as soon as it's discovered.
The Emergency Change Advisory Board (ECAB) is notified and reviews the change after the patch is deployed to ensure it addresses the issue effectively.
Outcome:
The system is secured immediately, protecting user data.
The ECAB team reviews the change and ensures proper documentation is completed to confirm the solution's effectiveness.
Retrospective Changes are implemented immediately to address urgent issues like server crashes. After the resolution, the Retrospective Change Team conducts a review to ensure compliance and document lessons learned.
Key Highlights:
Implemented immediately without prior approval in urgent situations.
Post-implementation review by a designated Retrospective Change Team.
Focuses on resolving critical issues quickly while maintaining accountability.
Scenario:
A server crashes during peak business hours, causing downtime and disrupting customer services. The IT team swiftly restores the server to online status to minimize service interruptions.
Action:
The server is restored quickly to bring the system back online. No formal approval or documentation process is followed during the restoration to prioritize speed.
Once the issue is resolved, the Retrospective Change Team reviews the change, evaluates any risks, and ensures that proper documentation is completed post-resolution.
Outcome:
Service is restored with minimal downtime.
The retrospective review ensures that any lessons learned are documented for future incidents, and the process is refined for better handling of similar issues in the future.
The workflows for Emergency and Retrospective Changes have been optimized for efficiency. Emergency Changes involve immediate action followed by rapid approval from the ECAB. Retrospective Changes focus on quick resolution, with a post-implementation review and assessment conducted afterward.
Requesters can initiate change requests directly from the Self-Service Portal, enhancing accessibility and streamlining the process. Users can either use predefined templates provided by technicians or manually enter key details such as Impacted Services, Subject, and Details
This feature is designed for specific business cases, ensuring that only valid change requests are submitted through the portal. Backend teams closely monitor this functionality to align with ITIL guidelines and maintain compliance.
Example Use Case:
A requester needs to upgrade their laptop due to increased job responsibilities. They can submit a change request instead of raising a generic service request, provided it qualifies under ITIL-defined change processes.
The ticket creation process has been enhanced with an intuitive asset selection feature. Requesters can now:
Select the impacted asset from a drop-down menu that lists all allocated assets.
Ensure accurate identification of the asset experiencing issues, reducing ambiguity and expediting the resolution process.
This improvement simplifies user workflow by reducing manual input errors and ensuring technicians receive precise information.
The Template module under General Settings now supports the creation of Incident Templates. Users can configure templates for common or frequently raised tickets, streamlining the ticket creation process.
Key Features:
Add details like Template Name, Ticket Title, and configure required fields such as:
Title, Description, Status, Priority, Impact, Impact Service, Service Classification, Assignee, Severity, Urgency, Tags, and Location.
Once a template is created, it pre-fills relevant fields when selected during ticket creation, reducing manual effort.
Example Use Case:
If users frequently raise tickets for printer-related issues, a template can be created with predefined details like "Printer Malfunction" in the title, "High" for priority, and a default assignee. This ensures quick and consistent ticket creation.
Service requests can now be automatically assigned to teams based on location mapping, improving request routing efficiency.
Key Highlights:
Teams can be assigned specific locations in the configuration.
When a request is created and linked to a location, it’s automatically routed to the corresponding team.
Example Use Case:
A Service Team configured for California will automatically receive all service requests tagged with the California location. This eliminates manual assignment and ensures timely resolution.
This module has been enhanced to allow users to define and automate Priority and Severity values for tickets based on specific conditions. With the new "Set Value" option under "Type," users can configure rules automatically, assigning priority and severity levels, ensuring consistent and efficient ticket handling.
Example Use Case:
If a ticket is associated with a particular impact service like "PC," users can set a rule to assign its priority as "Critical automatically." Similarly, for requesters marked as critical or VIPs, a rule can be set to assign their tickets the "Critical" priority by default.
These rules simplify ticket management by eliminating manual input, ensuring prompt responses to high-priority issues, and maintaining consistency across the system.
The SLA Penalty Report is a new feature designed to calculate penalties for SLA breaches. Access it via Reports > SLA Report, select the Incident module, and enable the Penalty toggle. Controlled by a feature flag, this feature was developed for specific customer needs with vendor-provided penalty formulas.
Formula: Penalty = (Full Weeks x Penalty Charge) + (Penalty Cost Percentage)
Full Weeks = ceil((Incident Downtime – Exempted Days) / 7)
Penalty Charge: Cost of the impacted asset.
Penalty Cost Percentage: Vendor-specific penalty rate.
Example: For 13 days of downtime and 3 exempted days, effective downtime is 10 days.
Full Weeks = ceil(10 / 7) = 2 weeks
This feature ensures penalties are calculated transparently, aligning with vendor terms, and helps organizations improve SLA management and vendor accountability.
