RISC-Management
Many business managers and stakeholders spend extensive time gathering information to get a sufficient overview of the business at a given time. This comes with a high cost by taking up a lot of time from critical resources in the business. These manual and slow methods never give real-time insights into the current tech and business situation.
To automate management, ZaveIT has developed a method of gathering information to give stakeholders an overview of their risk. This includes every aspect of the business, sourcing from internal tech to external customer services.
What is RISC-Management
RISC-Management is a new way of controlling and managing your services operations and business. The ZaveIT platform is a one-stop platform for Product and Services sales and delivery as well as management. This gives us the opportunity to get information on the entire delivery chain from the buying process through the delivery process and all the way to service management and support.
With this information, we can gather risk from every process and correlate the risk to give users a risk for their role in the business. This is the Risk Index Score Correlation (RISC) Management. For instance, the Sales Manager role can obtain its Risk Information and Scorecard (RISC) by assessing factors such as Offering, Orders, Billing, Contracts, Deliveries, and Support Tickets. This holistic approach provides a complete view of the risks within the Sales Manager's sphere of business and operational responsibilities. This is a real-time metric and will give users unique and accurate insights into business and operations.
The RISC scale
The RISC scale is a rating system ranging from one to ten. Zero means zero risk, and a solid ten means you're in the danger zone. RISC divides the risk into four categories:
- LOW: RISC from 0 to 3.
- MEDIUM: RISC from 3 to 6.
- HIGH: RISC from 6 to 9.
- CRITICAL: Anything above 9.
Findings
Findings are the foundation of RISC management. Findings we created upon measuring and investigations from operational information. Findings are used as a source for calculating RISC for any target in the system. By using Findings for RISC calculation, administrators can help the system get better by reporting acceptable risk and false risks. Findings also enable the administrators and users to create support tickets based on the Findings and their content. This enables the users to automatically include the logs and the source of an issue in the support ticket, increasing the quality and accuracy of the communication. This also ensures a quick and accurate response from the providers.
RISC on Integrated Services
Every service we integrate against we can get information from and further calculate risk on. This risk score is calculated from one or more factors collected from the service integration. These are correlated with each other to create the RISC for a specific service. An excellent illustration of a Service RISC (Risk Index Score Correlation) is the backup process, which relies on RPO (Recovery Point Objective), indicating the time since the last backup. When the time since the last backup exceeds a specific threshold, we generate a Finding with an initial RISC score as low as 0.1. This RISC score gradually increases over time, and once it surpasses a certain point, it reaches a high RISC level of 10.
RISC on business functions
For every business function or application we have or integrate against, we collect information and further calculate risk. This risk score is calculated from one or more factors collected from the business integration. These are correlated with each other to create the RISC for a specific business application or function. In a business context, one example of RISC (Risk Index Score Correlation) is when support tickets remain unanswered beyond the Service Level Agreement (SLA). Another illustration includes unpaid invoices or contracts reaching their expiration without renewal.
RISC on Users
In addition to RISC (Risk Index Score Correlation) evaluations for services and business applications, we can also apply RISC assessments to platform users. This involves monitoring the progress of tasks assigned to users by administrators or managers. Each assigned task comes with a due date, which is one of several factors we consider when calculating the RISC score. Risk assessment is calculated from support tickets based on SLAs, delivery assessment is based on due dates, and training assessment depends on the progress made.
RISC on Roles
To give you as a user the best insights into the relevant responsibilities we link risk factors from relevant sources to users' RISC. This means that you as a user will only get RISC based on what access your role has in the system. If you are a Sales Manager you are likely to get RISC based on Orders, Deliveries, Payments, and from the users in the sales team.
Company RISC
From Services, Business and User RISC we calculate the company RISC. If you are a Provider, we also include Customers in the RISC. This means that your RISC as a provider is dependent on your customers being out of RISC. We do this to help Providers focus on customer care and to faster and more accurately respond to customer issues.
How to use RISC management
The vision behind RISC management is to empower users with access to all the information necessary for making informed decisions and taking action. To achieve this, it's crucial to understand how to locate RISC and its findings, mitigate risks, and effectively report and accept those findings.
Locate RISC
Within the platform, we have some basic guidelines for identifying the location of RISC:
- Top left tile in dashboards you will find a company, or your RISC based on your role.
If you are an administrator, you will see the company RISC.
- Tables listing targets to observe (Customers, Users, Targets, +).
Locate Findings
Findings are essential to all operations in the platform and will always be available as a tile on the main dashboard (worklist) and by clicking on the RISC tile to get to the Findings page.
Reduce RISC
To reduce RISC the administrator or user needs to close findings. Close a finding can be done by:
- The system solved the problem.
- The user solves the problem.
For a user to solve the issue the user needs to find the source of the issue. This is done by clicking the Finding in the Findings tile (worklist) to open a modal with information regarding the issue.
This modal shows information on where the issue is raised. From here the user can click on the issue by following the Service link. This will take the user to the affected application and show which customer, target or user is affected by the issue.
Fix the issue
To resolve the issue the user needs to take action to address the issue. This can be changing the due date for delivery, restarting a backup job, or informing someone that they need to finish their training. When the user has solved the problem, the system will recalculate the RISC and the finding will be resolved.
In certain situations, the system may require some time to automatically resolve the Finding, primarily because it depends on the time needed for someone to address the issue or for a backup process to run. If this is the case then the user can choose to click Resolve on the Findings modal to temporarily remove Findings. If the issue is not resolved within a certain time, the system will recreate the Finding.
Report and Accept
In addition to resolving the issue, we can accept this issue as well as report it as a false finding or as a support ticket. Accepting the issue will tell the system to remove the Finding and it will not reappear. Reporting the issue will create a support ticket where the user can create a support ticket for the issue, containing the information pulled from the system regarding the issue.
Customer RISC management
As a Provider, you have access to help your customers reduce RISC by having insights and the ability to manage their Orders, Subscriptions, Agreements, Deliveries, Training, Tickets and services.
In the platform, most applications have a right-side context menu (the far left icon on the top bar) where you easily can select the customer you need to work with, and the context in your application is changed to that specific customer.
To hide the menu, press it again or press Dismiss at the bottom of the context menu. When selecting the customer in the context menu, you only see the information related to that specific customer. To see all customers, you need to click the Reset button at the bottom of the context menu.
Remember to reset the context, to include all customers in the view.