Service Management
Ticketing workflows, SLA tracking, escalation, and change management
Service management is where IT gets judged, and it is measured almost entirely by process discipline rather than technology. Whether a change was approved before it happened. Whether an escalation path works at eleven at night. Whether the SLA you report on is the SLA you agreed.
This library audits the process, not the tool.
What this library checks
- Ticket categorisation and whether it produces usable trend data
- SLA definitions, measurement method and reported performance
- Escalation paths, out of hours cover and the last time either was tested
- Change management: request, approval, implementation and rollback record
- Emergency change process and how often it is used as a shortcut
- Problem management and whether recurring incidents get root cause attention
- Knowledge base currency and coverage of common issues
Evidence you will be asked for
Every check in Spectra Core carries its own evidence. These are the artefacts an auditor, insurer or board most often wants to see for this area.
- Change records for the review period showing approval before implementation
- SLA performance report with the measurement method stated
- Escalation path document with a tested date
Where this usually goes wrong
Change management is usually the first control a regulator asks about and the easiest to fail, because undocumented changes are not recorded anywhere by definition.
Run this library against your environment
Every check comes with a risk level, a review frequency, an assignee and a plain-language rationale, so the output reads for leadership as well as for engineers.
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