Efficiently managing incidents, changes, problems, and assets is crucial to enhancing your organization’s IT service delivery. This guide provides the tools and knowledge you need to excel in your role using Atomicwork.

When dealing with incidents, especially major ones, minimizing impact and restoring service quickly is vital.

Suppose there’s a widespread email outage, and multiple employees report being unable to access email services. Once an admin acknowledges this as a major incident, all related incidents are linked under the primary incident. Atomicwork uses enhanced logic to detect potential major incidents based on configurable thresholds for sensitivity, volume, and time window.

When these thresholds are breached, a notification is sent to workspace admins. A major incident is officially created only upon their acknowledgment. Once created, all related incidents are linked under the primary incident. Similar incoming requests automatically link to the incident for 24 hours after its creation, and you can also manually search and link incidents. Set up an auto-response to let your employees know that your team is on top of the issue.

For instance, you could provide a status update on the resolution being implemented and when services will be restored. If needed, perform bulk updates, like changing the status to In Progress across all linked incidents.

If the outage indicates a recurring issue, create a problem request directly from the major incident to diagnose the root cause or link it to an existing problem for faster resolution.

Change management involves handling IT service or infrastructure alterations in a controlled way to minimize disruption.

For example, if a critical software update is required on the company server, begin by selecting the type of change and entering details like affected systems and expected downtime.

Complete the risk assessment form to evaluate potential impacts, such as service disruptions or compatibility issues. Once done, send it for approval from the Change Advisory Board (CAB).

After approval, implement the change by assigning tasks such as notifying users, scheduling downtime, and running tests. Document the process by completing the change closure form, noting any issues and final outcomes.

Problem management is about identifying and resolving the root causes of incidents to prevent recurrence.

Say, you notice that a particular software application consistently causes system crashes. Report this issue by creating a problem directly from one of the incidents. This allows for a focused investigation into the recurring issue.

Generate diagnostic tasks manually or with AI, set due dates, and assign them to the relevant team members. After investigating, fill out the assessment form with the identified root cause and proposed fixes. For instance, the analysis might reveal that an outdated library is causing compatibility issues.

If the problem requires an update or replacement of the software, you can initiate a change directly from here, ensuring a seamless transition from diagnosis to resolution.

Asset management involves tracking and controlling your organization’s IT assets, ensuring they are used efficiently and securely.

If you’re an agent or admin in your organization’s IT workspace, you can view a complete list of all devices that have been imported or synced to Atomicwork. So, if an employee reports a missing laptop, you can link the asset to the incident request for context. Use the remote lock action, available for devices synced with Microsoft Intune, to prevent unauthorized access to sensitive data.

By following these guidelines, you’ll efficiently manage complex requests, resolve issues, and support your organization’s IT needs, helping you excel in your role.