Toolware

 IT Service Management (ITSM):

IT plays a critical role in supporting and satisfying business requirements. It provides essential services for the organization to support its business.  Therefore, managing IT technology is the need to establish and employ best practices processes to optimize IT services for maximum benefit.

IT Service Management features

• Incident Management – Defines how to manage and track Incidents (a disruption to normal operations) and Service Requests (for new services, software or hardware). This Incident Management application is designed to manage the entire Incident Management process in order to restore service to customers as quickly as possible. The ability to prioritize Incidents and Service Requests according to business impact allows staff to focus efforts where it matters most.
• Problem Management – Defines how to manag Problem investigations from detection to eradication through the ITIL sub-processes of Problem Control, Error Control, and Pro-Active Problem Analysis. Problem Management processes remove defects from the IT infrastructure, eliminate recurring Incidents, and stabilize the environment.
• Change Management – Managing and tracking scheduled and planned infrastructure changes. This includes process management and planning capabilities that help increase the speed and consistency in the way changes are implemented while minimizing risk and errors. This module includes a built-in approval process for Change and Release Management. The Change module is completely integrated with Incident, Problem, Asset and Service Level Management applications.
• Service Level Management – To manager Service Level commitments with customers and from vendors, thus allowing management to pinpoint weaknesses and take corrective action.

Benefit of Using the ITSM Service

•  Prioritize Business-IT objectives
  • Optimize IT resource Utilization
  • Reduce Costs
  • Improve Availability
  • Increase Throughput
  • Improve Scalability
  • Manage Capacity
• Aligns IT with Business needs
• Improves ability to absorb rapid changes
• Improves quality of IT services
• IT perceived as offering value to the organization
• Provide standard of running IT services
• Clearer view of current IT capability
• Improves customer satisfaction
• Better information on current IT services
• Motivates IT staff
• Enhanced image of IT as business partner
• Improved cycle time for changes and greater success rate
• Greater flexibility for the business through improved understanding of IT support
• Create environment to shift from a technology to service based culturw

We can help implement ITSM in your organization which will give you ability to access and leverage a “best in class” Service Management software solution.