IT Service Management
A well working Service Desk is the best way to make a great first impression of your IT department. That is why the creation of the Service Desk is the first step in the construction of an IT service management system.
ITSM 365 allows you to organize a single point of contact between IT service users and the IT department. The solution is also suitable for geographically distributed support services. ITSM 365 supports the following channels for interaction between users and the Service Desk: self-service portal, request to the Service Desk, and automatic email registration of requests.
ITSM 365 allows you to keep records of all IT services provided to users. Each service is given a detailed description, a link to users, a supervisor of services from business customers, and the alignment of IT services with agreements (SLA).
Service level management
ITSM 365 includes service level agreements (SLA). The services provided under each agreement and the agreement's recipients (IT service users) are specified as part of the agreement. Delivery and service schedules (with the possibility of specifying working and non-working hours, weekends and holidays), routine response times to requests and request solutions are specified.
Incident and request management
Incident and request management is the main operational process, intended to recover IT service functionality as soon as possible. In addition to breakdown reports, users can ask for advice and other service requests.
ITSM 365 allows the incident and request management process to be automated in full compliance with the ITIL. All incidents and requests are recorded, classified, assigned responsibility and processed in accordance with a preconfigured business process.
The purpose of the problem management process is to improve the quality of IT services by finding the root causes of recurring incidents and eliminating them.
ITSM 365 has all the necessary tools to analyze incidents, identify the root causes (problems) and plan their removal. A responsible person is assigned to each problem, while task allocation to co-contractors is also available.
Unplanned changes or changes made in an emergency lead to an increase in the risks associated with IT.
The change management process aims to formalize and control all activities leading to changes in IT services and IT infrastructure.
As part of the process, ITSM 365 provides opportunities for the planning, documentation and coordination of changes approval.
Service Assets and Configuration Management and CMDB
ITSM 365 allows you to keep records of all the IT assets of an organization, including a list of the network configurations and communication channels. All IT assets are typified and have an attribute model specific to their type.
CMDB is tightly integrated with other IT processes: all configuration items are associated with incidents, problems, change requests, and other IT assets.
Knowledge gained by IT service employees while solving problems and incidents should not be lost. ITSM 365 resolves this problem with a fillable knowledge base.
The knowledge base is a set of articles classified by sections and themes, and is available to both IT service employees and IT service users (through a self-service portal).
Access to sections in the knowledge base is defined by access rights – some articles are only available to IT department employees, while others are available to all users.
ITSM 365 provides a self-service portal to reduce the cost of interaction with users.
Within the portal, every user is granted access to a private account, where he can create a new request or view previously-registered requests to which he can add comments.
In addition, the self-service portal provides IT service users with the opportunity to study publicly-available articles in the knowledge base that will help them to solve simple problems independently.
Internal tasks and assignments
ITSM 365 allows you to create internal tasks and assignments, assign those responsible for the tasks, and monitor their solution.
In addition, each task can be linked to a request, problem or change query. A solution timeline and current status is specified for each task. It is also possible to add comments and attach files to the task.
An IT services manager should understand what processes and tasks consume human resources. For this purpose, ITSM 365 has the functionality to record working hours. Each employee, having completed an assigned task, creates a record of the work done, which specifies the actual date and time worked. The work record can be linked to the incident, problem, change request or task.
Reports and analysis
To analyze an IT department's overall performance, ITSM 365 provides a reporting mechanism. The possibility of downloading reports in common file formats (.pdf, .xls, .csv, and .html) allows you to save reports to external media and present them in printed form at regular meetings.
In addition, a complex filtering and sorting mechanism is implemented for all object lists, which allows you to set up the file view required and download it as a a spreadsheet.
To promptly inform IT service employees of events associated with applications, problems, change requests and tasks, ITSM 365 provides an email alert mechanism. In addition to alerts about events, ITSM 365 sends email messages in case of a delay in the routine service times provided in the SLA.
To avoid inputting IT service users manually, ITSM 365 provides tools for the import and periodical synchronization of the user base with LDAP directories (including MS Active Directory). In addition, user authentication in ITSM 365 is available via the LDAP directory.