Continual service improvements to ITIL release management

Information that your service desk gathers can improve the ITIL release management process.

Much of the data is already stored within the incident record. More information can be gathered by enabling auditing, which allows for an accurate review of the history of the problem. With the Metric Definition Support, it is possible to define the Key Performance Indicators to monitor within the system. With these metrics, and the information within the database, it is possible to generate reports, which can then be added to homepages or automatically generated and distributed. With the Database Views plugin, it is possible to join tables for reporting purposes.

Use the information to refine automatic rules such as the assignment rules, workflow, approval engines, or scheduling to better suit the unique environment of the release management team.