One can navigate to Service Config Management->CI Request Overview. All the requests used to create, modify or remove the CIs will be displayed here.

While creating Knowledge Base records, select Customer(s) who you would like to have access to. Once done, these Knowledge Base records will be visible only to the select Customer(s).

While creating new Knowledge Base records, one can select the Teams to which it will be restricted to. Once done, Support Agents of other Teams will NOT be able to view these Knowledge Base records.

Yes, while defining SLA, the SuperAdmin can set the SLA Type as Vendor. When done, these SLAs will appear while setting SLA Criteria for vendors.

Indeed. tussom offers to set SLA based on assets. It is optional. For instance, if an SLA is set based on Severity and Asset, it will compute SLA based on Severity and for that particular Asset which would be linked with ticket. However, if an SLA is set based on Severity only, SLA computed for any Assets linked with the ticket would be based only on Severity.

Yes, tussom offers a configuration screen to set Categories and Teams for which you intend to measure SLA compliance. Based on the roles and permissions, these dashlets displaying Category based SLA Compliance and Teams based SLA Compliance are displayed on your dashboard.

When a ticket is put in 'On Hold' status, the SLA gets paused. The Support Agent may start working on it after some time by updating the status from 'On Hold' to 'In Progress'. When he does so, the SLA gets resumed and the computation is considered for the remaining SLA time.

For instance, imagine a ticket is created at 9 AM and has a Response SLA of 4 hours. If the ticket is put 'On Hold' at 10 AM for 5 hours (till 3 PM), the SLA gets resumed from 4 PM and does not get violated if the Support Agent resolves it within next 2 business hours. Note that if there are holidays or weekends, the computation of SLA is done based on business hours, i.e, non-business hours are NOT considered for computing SLA.

Yes, one can navigate to tussom Dashboard to get a glimpse of costs that have been incurred by implementing Changes that were scheduled, approved and implemented successfully.

No, one cannot schedule a Change request during moratorium period. The start and end duration for moratorium period can be specified in Team configuration screen. One can create a Change request outside the moratorium period.

tussom has woven Change Management with Preventive Maintenance creatively and helped to reduce unwanted approvals, and hence time and cost. 

If CAB members identify that a Planned Change request that was created as a part of Preventive Maintenance activity have all necessary components that are usually required for approving, they can mark it to create a Pre-Approved Change template considering necessary fields. By doing so, a Pre-Approved Change template with Summary as Template Name is created automatically.

Now, when a User Type is selected as 'Internal' and Ticket Type is set as 'Change', while scheduling a Preventive Maintenance, it displays a dropdown of existing Pre-Approved Change templates (including the one that was created as explained above). By doing so, a Pre-Approved Change request gets created for that Preventive Maintenance activity and does not need any CAB approvals.