IT and assets

Layers

Layers build on each other and each one works on its own: turn on the next layer when you want it, turn it off when you don't. Turning off deletes no data.

1. Base

   “Let me keep my list in order.”

   Asset and inventory list: hardware, domains, structures

   • IT, equipment, vehicle and facility assets, with criticality, cost, supplier, warranty, inspection and insurance ends
   • An asset is held by one person at a time; the signed handover form uploads as a PDF or photo of up to 4 MB
   • Warranties, domain names and TLS certificates are reminded 60, 30 and 7 days before they run out, in the app and by e-mail
   • A domain set to renew itself is reminded only 7 days ahead: a date that has not moved by then means the renewal failed

2. Tracking

   “Let me not miss what happens when.”

   Licence seats, expiry dates and renewal reminders

   • Named-user, concurrent and site licences; no more seats are given than were bought, and returned seats stay in history
   • A subscription's last day to give notice comes from its notice period; it asks for a decision 30 days ahead and is reminded 60, 30 and 7 days before
   • Seats still held by people who have left are listed with their yearly cost until taken back

3. Process

   “Let the work follow a rule.”

   Incidents, problems, changes

   • An incident's priority is not picked by hand: it follows from impact and urgency on a 4×4 matrix
   • Incident categories with subcategories fill in a default assignee and impact; a person picked by hand stays
   • Joiner, mover and leaver access checklists; a leaver's list cannot close while the person still holds a licence seat or an asset
   • Changes classed standard, normal or emergency, with a risk level and a post-change review: successful, failed or partial

4. Control

   “Let me manage it and account for it.”

   SLA targets, clocks and alerts; the operations overview

   • SLA targets per impact level; a customer's SLA agreement can bring its own targets and working calendar
   • Clocks warn at 75% of the target and escalate at 200% by default; time an incident spends waiting is not counted
   • An operations overview: open incidents by their worse clock, at risk and breached, and SLA compliance over the last 30 days