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A pre-configured ‘out of the box’ package developed in line with IT Infrastructure Library (ITIL v3) best practice standards. The solution offers a baseline of pre-configured best practice processes, including Request Fulfillment, Incident Management, Problem Management, Release Management, and Change Management amongst others.

These pre-configured processes can be easily adapted and modified to reflect your organizations specific IT Service Support processes as your business evolves.

With these processes pre-embedded in the solution, the ease of adaptability along with the auditing and reporting functionality that is provided, Continual Process and Service Improvement can be achieved

• Empowers end users to take control over their own service requests through a self-service interface

• Logging of all Requests, Incidents, Problems & Changes, facilitating first-line investigation and diagnosis

• Connects, technicians and end users supporting your services efficiently with flexible browser-based user interface

• Managing the lifecycle of Incidents and Requests, escalating as appropriate and closing them when the user is satisfied

• Improves the efficiency around processing users service requests and ensures consistency in service delivery

• Easily adapted to business changes and can be used wherever service or request management is required

IT Service Management (ITSM)

IT plays a critical role in meeting business needs and provides essential services for the organization to support its business. It is not only important to manage IT technology, but also to establish and employ best practice processes in order to optimize those IT services. This is the focus of IT Service Management (ITSM) and the best practices outlined in the IT Infrastructure Library (ITIL).

ITSM provides for integrated services that are process based with a focus on linking infrastructure management with business requirements. It addresses the need to align the delivery of IT support services closely with these business requirements.

The management of IT Support Services and their associated processes is vital to the success of businesses in today’s environment. The ability to embed these processes in your organisations support systems helps to increase efficiency and ensure a consistent delivery of service.

The additional ability to easily adapt these processes, provides your business with the means to react and change with ease to changes in business requirements and to facilitate business transformation.

IT Information Library (ITIL)

ITIL has been developed and is maintained to assist and enable organisations to seek to continually improve the IT services that are being provided, fundamentally because these IT services are becoming increasingly more business critical. The IT service must be delivered in an efficient and effective manner, must be aligned with corporate aims and business needs and must ensure that IT is operated according to good corporate and IT governance.

The ITIL processes and guidance provides a robust and thorough foundation for the delivery of cost-effective, value-adding, efficient and reliable IT services.

Achieving effectiveness and efficiency in the delivery and support of services ensures that strategic objectives are realized through your Service Operations.

If IT processes and IT services are implemented, managed and supported in the appropriate way, your business will be more successful, suffer less disruption and loss of productive hours, reduce costs, increase revenue, improve public relations and achieve its business objectives.

IT Service Support Processes:

• Configuration Management - physical and logical perspective of the IT infrastructure and the IT services being provided
• Change Management - standard methods and procedures for effective managing of all changes
• Release Management - testing, verification, and release of changes to the IT environment
• Incident Management - the day-to-day process that restores normal acceptable service with a minimal impact on business
• Problem Management - the diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them
• Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT

Contact us for more information or apply to become a reseller