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ChangeGear introduces unique role-based views into the Service Desk designed to maximize efficiency and productivity.
ChangeGear offers intuitive and responsive dashboards that aggregates key metrics for each end-user based on their role. ChangeGear includes a new Workspace that enables IT Staff to efficiently perform their daily activities by providing a consolidated view into all their activities, metrics, and resources.
ChangeGear is a fully-integrated Service Management Platform with powerful features and affordable pricing built to meet all of your IT service management needs. Affordable pricing, flexible licensing and accelerated implementation that saves you money. The ChangeGear Service Management Platform lets you choose the solution that best fits your organization. This process establishes standard tools and processes for incident management within the Postal Service Technical Environment. This process is a structured set of activities designed to accomplish a defined objective. The Incident Management process applies to all Postal Service employees, contracted vendors, and organizations who report Incidents through the approved Incident management software.
Before you begin: To record an Incident in the approved Incident Management software, you must have access to the software. The sections outlined below provide a high-level overview of the Incident Management process.
The Assigned Group reviews the Incident to determine whether Change Management is required.
If Change Management is appropriate, the Assigned Group follows the Change Management process.
If further investigation (root cause analysis) is required, refer the Incident to Problem Management and follow the Problem Management process. If further investigation is not required, the Incident is closed and the resolution is approved.


Defined roles and responsibilities are key elements to the effective execution of the incident management process. Requests support when necessary and provides the required information to help resolve the requests. Checks the solutions that the service provider organization has provided for his or her incident requests and reopens them when solutions are not acceptable.
Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations.
Ensures that the timing of planned implementations does not conflict with other planned changes or events. Distributes incident requests and changes that have been assigned to his or her group among the group's specialists and change coordinators, taking into account the skills and availability of the individual specialists and the services for which the change coordinators are responsible. Ensures that incident requests, which are assigned to his or her group, are resolved within the completion targets dictated by the Service Level Agreements.
Escalates service outages to the service owner of the affected service when they have not been resolved within the available resolution time dictated by the related SLA. Reviews and accepts or rejects solutions that have been proposed for general use after having received a solution approval notification. Decides whether an escalated incident needs to be resolved by implementing an emergency change, by recovering the affected service at its continuity site, or by continuing resolution of the incident within the Incident Management process.
Reviews the incident requests that have been related to the service(s) for which he or she acts as the problem coordinator in order to identify problems. Ensures that the problems for which he or she is responsible progress through the Problem Management process in a timely and prioritized fashion. Ensures that the information entered in the problem investigations and known errors that he or she manages is accurate and complete.
Periodically reviews his or her problem investigations for which a practical structural solution could not be found. Verifies structural solutions and closes the known errors and problem investigations that he or she manages. Obtains the necessary information from users when they are requesting support and registers this information in incident requests in an efficient, accurate and complete fashion. Resolves as many of the incident requests that he or she has registered as possible within the limitations of his or her access rights and time constraints.


Ensures that the incident requests that he or she has registered, but which he or she is unable to resolve, are assigned to the most appropriate group for resolution. The new interface utilizes the latest HTML 5 and responsive web technologies to deliver a sleek look. One platform with the flexibility to provide the solutions you need, from Service Desk and Change Management to a full ITSM suite DevOps toolkit. To gain access to Incident Management, submit an eAccess request and select the Incident module. The Incident Owner accurately records the Incident and provides the appropriate information in the Incident management software.
This allows the Assigned Group to see if the service level target has been met, missed, or is in a warning state.
The requests are submitted by filling out the Request form or by contacting the service desk by email or telephone.
This is done by ensuring that SLA escalations are followed up in an effective and timely fashion. See Publication 5, Let's Do Business for further information about local US Postal Service contacts.
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This is owing to the inherent limitations of Windows OS and things can vary based on your usage pattern. The Incident remains in progress and is managed in the Incident management software until it is resolved. It is no longer adequate to rely on typical antivirus software to safeguard computers from numerous offline and web based risks.



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