IT service desk
Tickets from anyone, by talking or from an inbox: priorities, routing to the IT group, notifications; with the ITSM pack also response and resolution targets per priority and reminders before a ticket breaches.
Records: tickets
Kibo / Kits / IT service management (ITSM)
IT service management, on time.
Requests and incidents with their service levels worked out, changes approved before they happen, security incidents with their reporting clocks, and problems traced to their cause.
Sample conversation
You
Ravi in finance can't log in to his laptop since this morning. He has a supplier payment run at 2 pm.
Kibo
I'll open a high-priority ticket for the IT group. The response and resolution times are set by the system from the priority.
Ravi Menon cannot log in
RequestCannot log in to laptop since this morning, payment run at 2 pmRequesterRavi MenonCategoryaccount & accessPriorityhighStatusnew
1 · What it runs
The processes in this kit.
Ready-made IT processes: the IT service desk with response and resolution targets per priority (business hours optional) and reminders before a ticket breaches; change management with risk, approver, change board, planned windows, implementer and rollback plan; the clock paused while a ticket waits on its requester or a third party; change freezes (a named approver's yes, or refused); security incidents with the NIS2 (24 h / 72 h / 1 month) and GDPR (72 h) deadlines computed from detection, and DORA's for financial entities once switched on; problems and known errors. Each is set up in one step; deadlines are computed exactly by the system.
Change management
Changes with type, risk, approver and change board (CAB), planned window, implementer and rollback plan; reminders before each window and a weekly change calendar.
Records: changes
Security incidents
Anyone reports a security incident in a sentence; severity, response target, containment, and the NIS2 (24 h / 72 h / 1 month) and GDPR (72 h) deadlines computed from detection, with reminders before each.
Records: security incidents
Problems and known errors
Problems behind recurring tickets: linked tickets, root cause, workaround, known errors the service desk can use, reviews and a monthly problem review.
Records: problems
2 · Examples
Real requests, and the card each one produces.
Sample conversation
You
Ravi in finance can't log in to his laptop since this morning. He has a supplier payment run at 2 pm.
Kibo
I'll open a high-priority ticket for the IT group. The response and resolution times are set by the system from the priority.
Ravi Menon cannot log in
RequestCannot log in to laptop since this morning, payment run at 2 pmRequesterRavi MenonCategoryaccount & accessPriorityhighStatusnew
Sample conversation
You
Nobody in the office can send or receive email since 8:30.
Kibo
That is a major incident, not a security incident, unless there are signs of an attack. I'll open an urgent ticket and tell the IT group at once. First checks: the provider's status page, recent changes, and webmail as a workaround.
Email down for the whole office
RequestNo one can send or receive email since 8:30RequesterKarim BenaliCategorynetworkPriorityurgentStatusnew
Sample conversation
You
Plan a firewall firmware update on Saturday 14 Nov, 22:00 to 24:00. Stefan implements it, Karim approves. Rollback: restore the saved config.
Kibo
It is a normal change with high risk, so Karim decides and the IT group (the change board) approves too. I'll file it as requested and nothing starts before both approvals.
Firewall firmware update
TypenormalRiskhighRollback planRestore the saved configurationImplementerStefan BrandtApproverKarim Benali
Sample conversation
You
The ERP server is down and we have to reboot it now. Emergency change, Ravi does it.
Kibo
An emergency change may be done first and approved right after. I'll record it with Ravi as implementer and the rollback plan, and the approver gets the request straight away.
Emergency reboot of the ERP server
Systems affectedERP serverTypeemergencyRiskmediumRollback planRestore the service from last night's snapshotImplementerRavi Menon
Sample conversation
You
Anna in sales clicked a link in a fake DHL mail and typed her password. It was about 10:15.
Kibo
I'll log a phishing incident with detection at 10:15. The NIS2 and GDPR deadlines run from that time and the system computes them. I'd suggest resetting Anna's password and sessions first.
Phishing with password entered
Reported byAnna KellerDetected attoday 10:15TypephishingSeverityhighPersonal data involvedunknown
Sample conversation
You
A laptop with customer files was stolen from Stefan's car last night.
Kibo
Customer files may be personal data, so I'll mark that and tell the privacy lead. The GDPR 72-hour clock starts from when you became aware, and the system computes it.
Laptop stolen from a car
Reported byStefan BrandtTypelost deviceSeverityhighSystems affectedLaptop with customer filesPersonal data involvedyes
Sample conversation
You
We've had four printer jam tickets on the second floor this month. Open a problem for it.
Kibo
Three or more tickets about the same thing in 30 days is a problem to investigate. I'll open it with the tickets linked and Ravi as owner.
Repeated paper jams, 2nd floor printer
ProblemPrinter on the second floor jams repeatedlyLinked tickets#12; #15; #19; #23PrioritymediumOwnerRavi MenonStatusinvestigating
Sample conversation
You
The VPN drops every hour for the remote sales team. We found that it stops when the old client is used, and the fix is to switch to the new client until the firewall is updated.
Kibo
The cause is known and there is a workaround, so this becomes a known error. The IT group will be told so new tickets get the workaround at once.
VPN drops every hour
Root causeOld VPN client incompatible with the current firewallWorkaroundInstall the new VPN clientKnown erroryesStatusknown error
3 · Approvals and reminders
Rules it sets up, enforced by code.
- Approval · Changes
Step 1: the person named in “approver” when “type” is not standard
Step 2: the change board group when “type” is not standard, “risk” is high - Report · A summary to the manager, every Monday at 9:00
- Reminder · problems: 3 days before “next review”
- Report · A summary to the manager, the 1st of each month at 9:00