ITIL ServiceDesk

It includes a complete CMDB that allows IT operators to describe all items they have under their control. It provides a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the version of all existing Configuration Items (CIs).

Relationships between CIs are also documented in CMDB, thus IT engineers can easily analyse dependencies within the infrastructure and impact due to outages.

Benefits:

Provides accurate information on CIs
Facilitates adherence to legal and contractual obligations
Helps with financial planning through clear identification of all assets and association between them
Facilitates impact and analysis of changes.

Incident Management Module

Our ITIL Ready Service Desk includes a complete incident management module to track any event which cause, or may cause, an interruption to, or a reduction in, the quality of a service.

It helps support engineers to:

Record incident
Classify and prioritize incident
Manage incident ownership
Define impact of the incident
Document contacts to notify
Link incident to other related ones.
Track actions performed during incident life cycle.

A powerful state machine allows IT managers to enforce processes. Level of enforcement may depend on business model.

Benefits:

Reduce business impact of incident.
Improved time to repair.
Elimination of lost incident.
Increased visibility and communication of incident and better customer notification.
Improved User and Customer satisfaction.

Change Management Module

A complete Change Management module to track and manage all change requests.

It helps:

Requestors to describe their needs.
Change managers to approve or reject changes.
Change supervisors to:

Analyse impact of change

Control a change during its complete life cycle.

Change implementers to describe:

What will change
How it will change
What would be the fallback plan

Using this module, users can describe the CIs impacted by a change, as well as the contacts to be notified.

A powerful life cycle allows IT managers to enforce processes. The level of enforcement is fully customizable along with the data model.

Benefits:

Reduce the impact of changes on your business
Increase visibility and communication of changes
Reduce backed out changes and also better back out procedure
Absorb easily large volume of changes

Main Menu

ITIL Ready Service Desk with CMDB

Configuration Management Database

Incident Management Module

Change Management Module