Issues Overview

This document provides a general overview of the Issue Management capability within the ICEFLO application.

ICEFLO is designed specifically and exclusively to support the various business requirements of constructing and executing Runbooks. It is not intended to fulfill the full suite of business requirements for other ITIL processes, including issue management. However, during the execution of every Runbook, various issues will be encountered that do not necessarily get managed via an ITIL Issue Management process or toolset. Others will relate to ITIL-type processes and ICEFLO allows details to be captured: however, ICEFLO does not seek to replace or replicate these processes.

For more information on Incident Management see ServiceNow/ICEFLO Integration

 

Definition

A key challenge when implementing complex change is to identify, record and manage issues as and when they arise. In ICEFLO, some issues have a minor impact only and are recorded simply to capture a record of their occurrence. Other issues can be more significant and may threaten the success of the implementation. ICEFLO handles this wide spectrum of Issues.

The broad definition of a Issue in the ICEFLO solution is:

  1. Any significant deviation from the plan during deployment. These can arise for a number of reasons, e.g. technical, logistical, operational
  2. Any external event that can result in a change to the deployment of the ICEFLO Runbook, e.g. power failure, or other major issue in the organisation.

Benefits

ICEFLO has an Issue Management function that robustly integrates the management of these issues with the construction and execution of the Runbook.

The benefits of this integration are:

  1. Provides an automated record and audit trail of all changes made to the Runbook after the committed state has been invoked
  2. Greatly enhances the visibility of any issues as they arise during Runbook deploymet.
  3. Immediately identifies or flags the impact these issues have on the overall Runbook timeline
  4. Enables informed decision-making
  5. Expedites the resolution of issues