01IT Service Management · Problem and change
Fix root causes.
Control changes.
knooing detects recurring incidents and turns them into problems with known errors and workarounds. Changes run with a risk level, approval path and CMDB impact analysis, releases move through your environments in a fixed order.
Problem and change
So the same incident doesn't happen twice.
01Problem management
Find root causes before they return.
knooing detects recurring incidents and suggests problems. You rank problems by frequency, cost and business impact and track them to resolution.
- Lifecycle from candidate through root cause analysis and known error to resolution
- Problem suggestions from trend runs and recurrence detection
- Weighted problem priority with adjustable weights
- Report with causes, owners, progress and service levels
02Known error
The workaround is already on the incident.
Known errors are ready with their workaround. knooing suggests matching known errors by text similarity, and every use on an incident is recorded with its version.
- Create and maintain known errors with workaround and source
- Suggestions by text similarity, dismissable as not matching
- Application on the ticket with text snapshot and revocation
- Pass the problem's solution on to waiting incidents
03Change enablement
Changes with risk, approval path and CMDB view.
Standard, normal and emergency changes follow their own paths. The risk level from likelihood and impact determines which approvals are required. Impact analysis through the CMDB shows affected business services before the date.
- Risk assessment from likelihood and impact, thresholds per tenant
- Approval paths per type and risk level, with stages, role or team and ECAB
- Standard changes from an approved, versioned template without individual approval
- CAB meetings with minutes, change calendar with collisions and freeze periods, mandatory back-out plan
04Release
Move releases through your environments.
A release bundles approved changes and moves through your environments in a fixed order. It reaches production only after recorded acceptance. knooing does not cover package management or rollout plans today.
- Environments per tenant, order can be enforced
- Acceptance per environment with result, person and attachment
- Hotfix exception only with justification and evidence
- Create changes from the build pipeline and report the result (GitLab CI, GitHub Actions)
Documentation
How it works in detail.
Documentation
Problem management: suggestions, automatic problems and your decision at a glance
Overview of how knooing detects recurring incidents, proposes problems, creates a problem automatically after repeated rejections and where you find it all.
5 min read
Documentation
Known errors: known faults with workaround, from cause to incident at a glance
Overview of how a problem becomes a known error with a workaround, how knooing proposes it on new incidents, also by text similarity, and how its application stays traceable.
5 min read
Guide
Apply a known error's workaround to an incident
How to use the proposed known error on an incident: apply the workaround, reject or revoke the proposal, and resolve the incident with the resolution code Known error.
6 min read
Documentation
Change process overview: standard, normal and emergency change
Which kinds of changes exist, how risk assessment and approval paths work together, what a pre-approved standard change template is and which guide fits which task.
5 min read
Guide
Set up risk levels and approval paths for changes
How to set in the settings from which risk value a change counts as medium, high or critical, whether a risk assessment is mandatory and which approval path standard, normal and emergency changes follow per risk level.
6 min read
Guide
Create a standard change from an approved template
How to choose an approved standard change template for a change, see that risk and rollback plan come from the template and that no individual approval is needed, and what is still required before implementation.
4 min read
Documentation
CAB and multi-stage approval overview
How a normal change is approved stage by stage, what a CAB session with agenda, attendance and quorum does and what the meeting minutes in knooing are for.
4 min read
Guide
Guide a release through the environments: keep the order and use the hotfix exception
How to create a release, bundle changes, set the status per environment and bypass the order and the acceptance with a justification in an emergency or hotfix.
6 min read
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