CUE Incident & Change Management

CUE Incidents and Changes provides a unified solution for managing third-party communications and operational processes. Key features include:

• Centralized Communication: Manage all back-and-forth emails and communications through a single hub, ensuring seamless integration with risk, compliance, and outsourcing modules.

• Enhanced Visibility and Security: Role-based access controls allow secure visibility of tickets, complemented by robust dashboards and reporting tools.

• Seamless Integration with Teams: The module integrates directly within Microsoft Teams and SharePoint environments, eliminating the need to remember additional usernames or passwords. Automatic login occurs once you sign into your Teams or SharePoint environment at work, ensuring easy navigation and access.

• Comprehensive Tools: Features include tracking tasks, managing incidents, and overseeing change requests, promoting efficient workflows while adhering to financial regulations.

• Streamlined Operations: With CUE Incidents and Changes, third-party communications and ticket management are consolidated into a single solution, simplifying processes and improving efficiency.

This module is designed to enhance productivity, security, and compliance, delivering a seamless user experience for all stakeholders.

CUE Incidents and Changes provides a comprehensive and streamlined solution for managing incidents. Its features are designed to support efficient workflows, compliance, and customization, ensuring it meets the unique needs of each organization:

• Centralized Incident Communication: All incident-related communications, including back-and-forth emails, are managed through a single hub. This ensures seamless integration with risk, compliance, and outsourcing modules, enhancing efficiency and transparency.

• Customizable Workflows: The system allows organizations to create unique workflows tailored to different types and categories of incidents. These workflows can be customized to align with the organization's specific operational processes, providing flexibility and scalability.

• Natural Workflow Progression for Regulatory Compliance: As workflows evolve, the system naturally adapts to meet regulatory requirements, such as DORA (Digital Operational Resilience Act) and other emerging standards. CUE Incidents and Changes is continuously updated, ensuring compliance with new regulations through future releases.

• Enhanced Visibility and Security: Role-based access controls ensure secure and organized visibility of tickets, while dashboards and reporting tools provide a clear overview of incident progress and outcomes.

• Integration with Microsoft Teams: The module integrates seamlessly within Microsoft Teams and SharePoint environments, eliminating the need for additional logins. Users are automatically logged in when they access their work environment, simplifying access and navigation.

• Comprehensive Incident Management Tools: With features for tracking tasks, managing incidents, and overseeing change requests, the system facilitates smooth workflows and ensures compliance with financial regulations.

• Third-Party Communications: All incident-related interactions with third parties are consolidated into a single solution, improving efficiency and reducing complexity.

CUE Incidents and Changes is a dynamic solution designed to meet both immediate and evolving needs in incident management. Its adaptability ensures that organizations are equipped to handle incidents efficiently while staying compliant with industry regulations.

Yes, the module supports comprehensive change management, including request submission, impact analysis, approval workflows, and implementation tracking to ensure controlled and compliant changes.

Key aspects include:

• Streamlined Change Management: The module provides robust tools for overseeing change requests, tracking tasks, and managing all change-related processes within a single hub. This consolidation improves operational efficiency and transparency.

• Customizable Workflows: Organizations can create unique workflows for different types and categories of changes. These workflows can be tailored to align with the organization’s specific processes, ensuring a high degree of flexibility.

• Enhanced Security and Compliance: With the increasing importance of cybersecurity, change management is becoming critical to protecting systems and data. The module supports granular controls for managing changes, reducing the risks associated with unauthorized or improper modifications. Role-based access and secure ticketing ensure that only authorized personnel can execute and monitor changes.

• Future-Proof Regulatory Compliance: The system is designed to evolve with regulatory requirements, such as DORA (Digital Operational Resilience Act), ensuring that workflows naturally expand to meet new compliance standards through regular updates and new releases.

• Seamless Integration: By integrating directly into Microsoft Teams and SharePoint environments, the module eliminates the need for additional logins, enabling easy access and navigation for all users involved in the change management process.

• Dashboards and Reporting: Real-time dashboards and reporting tools provide a clear overview of change processes, allowing organizations to monitor progress, identify potential risks, and ensure accountability.

CUE Incidents and Changes equips organizations with the tools and flexibility needed to manage change processes effectively, while addressing the growing importance of cybersecurity and compliance in today’s rapidly evolving digital landscape. This ensures that all changes are controlled, transparent, and aligned with organizational and regulatory requirements.

Access is role-based. Depending on the approach of the organisation CUE will allow the relevant staff including as IT Managers, Compliance Officers, and Operations Managers to use the module effectively, with appropriate training provided. We recommend that all staff be able to access the feature of raising incidents and changes, however, a limited number of higher level roles to manage through the incident and change life cycle. The visibility of the tickets can be customised in the module as well.

Absolutely! Training is provided either in person or online, and can be conducted by the product team or trained superusers within your organisation, ensuring all staff are proficient in using the module.