Risk Management


Definitions and issues at stake

What is risk management?

Risk management consists of identifying risks that have a more or less significant impact on the activities of an organization, assessing them and drawing up recommendations to anticipate them in order to ensure business continuity.

Importance and issues at stake for your company

Service Manager provides a set of tools for implementing effective risk management.

These tools enable you to anticipate potential risks better, take effective measures to control them and ensure the continuity of your organization.

Risk management in change management

Service Manager questionnaire for assessing change-related risks

What is the risk analyzed? What tools does Service Manager provide?
Impact of a change A standard questionnaire enables you to identify the impact and risks related to the change.

Change impact questionnaire - Service Manager.png

Self Help questionnaire for assessing change-related risks

What is the risk analyzed? What tools does Service Manager provide?
Impact of a change A Self Help questionnaire integrated in Service Manager via a Service Apps contextual app enables you to assess change-related risks.

Change impact questionnaire - Self Help 1.png

Change impact questionnaire - Self Help 2.png

Change impact questionnaire - Self Help 3.png

Collision management in the Forward Schedule of Change

What is the risk analyzed? What tools does Service Manager provide?
Collision between a scheduled change and blackout periods defined for the CI related to the change. The Collision Detection wizard enables you to analyze potential collisions between the Forward Schedule of Change and blackout periods defined for CIs.

You can run it in a standard workflow step.

Collision detection workflow.png

Risk management in the CMDB

Impact Analysis wizard

What is the risk analyzed? What tools does Service Manager provide?
Impact of CI unavailability on related CIs The Impact Analysis wizard enables you to measure and view impact and risks in terms of availability and service provided to users when a CI is unavailable.

You can perform an impact analysis in each CI.

Impact analysis wizard.png

View the relationships and interactions between CIs

What is the risk analyzed? What tools does Service Manager provide?
Impact of CI unavailability on related CIs The CMDB graph enables you to view the relationships and interactions between CIs, i.e. impacting CIs and impacted CIs, and measure the impact and risks on other CIs when a CI is unavailable.

You can see a chart of the relationships and display the list of CIs in the CMDB.

CMDB graph - CI chart.png

CMDB graph - CI list.png

Critical level of CIs

What is the risk analyzed? What tools does Service Manager provide?
Processing priority of incidents and requests involving a CI The critical levels associated with each CI enable you to understand the risks when a Ci is unavailable.

This helps you prioritize your incidents and requests.

CI critical level.png

Risk management in asset management

Alert on the end of warranty of an item of equipment

What is the risk analyzed? What tools does Service Manager provide?
End of warranty of a piece of equipment The equipment end of warranty date allows you to know the risk prior to any failure.

You should define scheduled alerts to warn warranty expiry dates of equipment and anticipate associated risks.

Asset - End of warranty.png

Risk management in release project management

Scheduled end date of release projects

What is the risk analyzed? What tools does Service Manager provide?
Late release project The list of release projects enables you to assess the risk of delay for each project by checking their scheduled end dates.

If the scheduled end date is highlighted in red, this indicates that the date has been exceeded and that the release project is late.

Health trend release project.png

Risk management in continuity management

Monitoring of continuity plans

What is the risk analyzed? What tools does Service Manager provide?
Restoration of IT infrastructure and services within a given deadline after a disaster or major crisis The list of continuity plans enables you to view the application date, next review date and next test date for each continuity plan.

You can run workflows to minimize the associated risks.

Continuity plans.png

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