Service management (ITIL)
The Service rail section runs day-to-day operations alongside your projects. It has two areas: Operations and Assets & knowledge.
Operations
Section titled “Operations”| View | What it is |
|---|---|
| Incidents | Open an incident — severity drives the SLA clock. |
| Problems | The underlying causes behind incidents. |
| Changes | Change requests and their approval. |
| SLA | Service-level targets and breaches. |
| CMDB | The configuration items (assets) and their relationships. |
| Knowledge | The knowledge base of articles. |
A project selector (top right) scopes the service views to a project — for example apollo — Project Apollo; Project details and the BUILT badge sit beside it.
On Incidents the header summarises the board — n incidents · n breached · n open — and + Open starts a new one.
Assets & knowledge
Section titled “Assets & knowledge”Assets & knowledge holds the CMDB (the configuration items and how they connect) and the Knowledge articles that the teams read and write.