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Vendor access
This part is for Aigna staff
Vendors see their own installation and the device reference they need to build it: device types, setup guides and models. Everything else stays with Aigna.
Go to your installationKeia Method· Level 3 · 3.1
Words, mapped to ITIL, PMI and ISO
Every word on screen, what it means in plain English, and the ITIL, PMI or ISO term it maps to.
26 rows: the word on screen, what it means, what it maps to
Every word on screen, what it means in plain English, and the ITIL, PMI or ISO term it maps to. There is one set of words, with no setting to change them: standard terms where IT people already share them, plain verbs and statuses where the standard ones describe a procedure. When a module is connected, both show: "Waiting on vendor · ServiceNow: Awaiting Vendor".
| On screen | Plain meaning | Maps to |
|---|---|---|
| Incident, Major incident | Something is broken; one so big it runs the urgency rule and names a commander | ITIL incident |
| Request, Service catalogue | Someone wants something that is not broken; the list to choose from | ITIL service request |
| Problem, Known error | The cause behind repeating incidents; a cause with a known workaround | ITIL problem, known error |
| Change: Standard, Normal, Emergency; Standing rule | A planned alteration; a standard change approved once so software may run it | ITIL change enablement |
| Service, Service owner, Service level, Within target, Past target | What IT provides; who answers for it; the promise; kept or not | ITIL service, SLA |
| Experience measure | What the people got: meetings started on time, spaces that worked first time, lost time per incident; per space, never per person | XLA |
| Priority P1 to P4 | Proposed from impact and urgency; a person may change it, with the reason kept | ITIL priority |
| Space, Space type | Any place technology lives; the standard it is built to. "Room" stays where people say room | Composite profile |
| Unit, Model, Device type | One physical thing; one product; a kind of device | ITIL asset management |
| Setup guide, Build sheet | The settings for a model, in order; every setting's actual value for one unit | Configuration |
| Relationship, Service map, Confidence | How things connect; the drawn picture; how sure the record is, from its source and age | CI, CMDB |
| Project, Programme, Baseline, Milestone, Gate, RAID log, Scope change | As PMI and PRINCE2 use them | PMI, PRINCE2 |
| Vendor, Partner, Contract, Case | A company relied on; one with people working in the record; anything with an end date; a ticket with them | ITIL supplier management |
| Knowledge, Runbook, Lesson, Proposal | Know-how; steps; what was learnt; a proposed edit to a standard | ITIL knowledge management |
| Module: On, Connected, Off; Connector; Source mark | Built in, fed by an outside tool, or not used; the adapter; "from ServiceNow, 09:14" on a figure | |
| Verbs: Take, Hand to, Park, Run, Run again, Undo, Roll back, Accept all, Prepare, Propose, Approve, Capture, Export | Pick it up; pass it as a peer; leave a resume note; do the outcome; retry; put it back; restore the declared previous state; verify a batch at once; get a draft ready; suggest an edit; say yes; record a fix; take the data with you | Replace assign, escalate, execute, submit |
| Ready for you | Prepared and waiting for you | Replaces needs you, action required, assigned |
| With you / With Anna / With Network team / With Poly (vendor) | Who holds the work now, and why | Replaces assigned, escalated, tier |
| To review | A person should look; nothing is broken yet | Replaces warning, needs attention, needs a look |
| Waiting on + who or what | Stopped until something outside the record moves | ITIL on hold; replaces blocked, pending |
| In progress, Resolved, Closed, Done | Being worked; fixed and checked; finished with lessons kept; the outcome happened | ITIL states |
| Done automatically | Run under a standing rule, read back, recorded, with "How was this done?" | Automated standard change |
| Agent | Software that does routine work under a standing rule; changes only what its rule allows and only what can be put back; named in "How was this done?" and in Settings, never on the top layer, never in Team | Governed agent |
| Unable to complete + why; Unable to complete, rolled back | It did not happen, and where it stopped | Replaces error, failed |
| Past due + date; Doesn't match + what's expected; N new; Not recorded | Later than promised; not as the standard says; not yet seen; unknown | Replace overdue, invalid, unread, unknown |
| Retired | Ticket (as identity), escalate, tier, breach, assign, blocked, pending, error, failed, overdue, warning, invalid, unread, critical, stage, needs you, needs a look, agent as a character |
Standards and regulations the record supports
No tool can make an organisation compliant. Keia keeps the records that help its users meet their duties.
| Standard or rule | What the record holds |
|---|---|
| ISO/IEC 20000-1 | Incident, request, problem, known error, change classes, service levels, supplier management, configuration: the kept nouns map one to one |
| ISO/IEC 27001, SOC 2, Cyber Essentials | Asset inventory, access reviews, patch status, changes, incidents, vendor reviews, exportable by date range with a published control mapping |
| ISO/IEC 42001 (shape, not certification) | A register of each AI use with purpose, model, owner and risk; evaluation records; the action log |
| EU AI Act, Article 50 | An assistant says it is AI; AI-drafted text sent to people is labelled or reviewed; no emotion or engagement scoring of staff; no scoring or allocation by individual behaviour |
| GDPR and works councils | A privacy record per sensing device: what it captures, purpose, lawful basis, identifies people or not, retention, DPIA, notice, works-council reference; occupancy counted, never identified; a plain page on what Keia logs about its users |
| NIS2 and the UK bill | Inventory of network and security devices with owner and firmware; a vendor access register; incident timers (24 h, 72 h, one month) with an exportable timeline |
| Cyber Resilience Act, PSTI | Security-support end date per model, firmware, vulnerability contact, default password changed, with warnings before support ends |
| Accessibility (WCAG 2.2 AA, EN 301 549, ADA) | The product itself; and per space: hearing loop and last test, captions, assistive listening, step-free access |
| CSRD, WEEE, ecodesign | Per device: power draw, schedule, purchase date, expected life, disposal route and certificate |
What sits underneath
Every page reads one small data model: space, unit, model, service, person, organisation, work, event and agreement. Each connector maps one tool to that model in both directions, declares what it can read, write and subscribe to, keeps the raw payload beside the normalised one, and stamps every value with its source and time. Source of truth is set per object and per field. The Keia framework supplies the schemas, the Read, Write and Prohibited tiers, the write lifecycle (preview, execute, read back, report) and the learning loop.
Under consideration
These ideas are not part of the method yet. Each is written up and tried before it is added.
- Measure and improve. Every correction, captured fix and lesson is classified and routed to the device type, playbook or rule it improves; a monthly note per service on what changed because of what was learnt.
- A friction budget. One number per service, in the spirit of an error budget, that decides when to stop new work and fix.
- Keeping knowledge true. Owner, review date and expiry on every knowledge item; "still true?" at review; a known error asks "still happening?".
- Welcome back. A designed first screen after leave: what changed, what is yours, what was handled, with a lighter first day.
Try it in the demo
- Search the demo for a word from the table, such as "known error".
- The same word is used on every page that shows it.