When you manage a service, it is important to measure it to find out what are its strengths and weaknesses. From the information that is gathered, you can make changes to processes, give training or coaching to employees, communicate more information to the customers, etc. to improve on what the...
It is possible to integrate and track all the changes implying the IT Department in an efficient and centralised manner by using the Octopus Changes module. This article describes the functional use of the module.
ITIL recommends that an incident priority is derived from the Impact and the Urgency, based on the context of an organization. Octopus can derive automatically an incident priority by selecting the impact and urgency of a incident.
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Octopus can send automated emails to keep the users, internal and external assignees, and more informed of different situations. Therefore it is important that the information communicated be pertinent. But as most companies have their own terms and procedures, we allow the configuration of most...
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