ITSM Suite
Track and handle your incident with ease for instant response and resolution.
- Full Compliance with ITIL
- Seamless integration with your environment
- Highly customizable to your requirements
- Delivered in both WEB & Mobile
- Served both as SaaS & on-premise
A versatile application capable to grow and scale as you grow. Depending on a reliable help desk solution is key success factor to organization’s success.
Configuration Management Database (CMDB) :
- Centralized repository that stores relevant information about all the significant entities in IT environment.
- The entities, termed as Configuration Items (CIs) constitutes of Hardware, the installed Software Applications, Documents, Business Services and People that are part of the IT system.
ITSM Service Catalog
- enables the system admin to list the various products and services that are available to the end users.
- Employees will browse through the Service Catalog and place their service requests.
Incident management:
- Restore normal service operations as quickly as possible.
- Minimize the adverse impact on business operation.
- Ensure that agreed levels of service quality are maintained.
- Increase visibility and communication of incidents to business and IT support staff.
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Assign unresolved Incidents to appropriate Tier 2 Support Group
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with users and resolve Incidents in ITSM tool
- Escalate Major Incidents to the Incident and/or Problem Manager
An SLA module helps prioritizing your incidents and puts you on top of your situation.
Request Fulfillment
- Employ best practices as a guide in developing re-vitalized service management principles and practices
- Provide an appropriate level of review and approval based on request type
- Establish automated and/or self-help methods for fulfilling service requests wherever feasible (e.g. automated password reset, self-help knowledge bases).
- Provide a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
- Provide information to users and customers about the availability of services and the procedure for obtaining them.
- Source and deliver the components of requested standard services (e.g., licenses and software media)
- Assist with general information, complaints, or comments.
Problem management
A higher tier module that focuses on problems with higher severity & impact. Helps reaching root cause and largely reducing enterprise downtime costs.
- Manages problems and known errors.
- Focuses on reducing the number of incidents, either reactively, by preventing incidents from recurring, or proactively by preventing incidents from occurring.
- In Specific cases the Incident can be switched into problem if the root cause of the incident is a known problem
Knowledge management
This module tackles the arranging and authenticating solutions to incidents and problems. Aligning with ITIL measurements have served in creating one of the best module aids to decreasing the downtime of incidents & problems.
Change request
Handling requests in large environment can be a serious pain regardless of the support & helpdesk team. This module helps controlling changes in organizations and prioritizing them.
Release management
Highly important module in the ITSM suite that supports:
- Controls the movement from development to production environment as a best practice
- Automates the release process ensures the alignment of all stakeholders in the release activities
Service Level Agreement (SLA)
Our SLA is very advanced with loads of rules and exceptions. Our ITSM consultants will help you plan serving the SLA agreements by planning milestones in the internal workflow and escalations with time windows appropriately. It offers you:
- Aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets.
- Ensuring that all Operational Level Agreements and Underpinning Contracts are appropriated.
- Monitor employees’ performance and measure their KPIs.
- Ensures that IT and the customers have a clear and unambiguous expectation of the
- Level of service to be delivered. defines, document, agree, monitor, measure, report and review the level of IT services.
- Monitors and improves customer satisfation
Reports
This is the overview of all dashboards that shows the status of the overall performance. You can filter incidents and drill to get the details as you desire.
