IT INFRASTRUCTURE MANAGEMENT
IT service management (ITSM) is a key communication element between IT and end users. The users’ perception and evaluation of the work of the IT department depend on the system and processes adopted by the company. Modern ITSM systems go beyond mere IT and support the implementation of other business processes for the more effective operation of the organisation.
Enterprise-class solution. It stands out owing to its very high adaptability to company’s existing processes, capacity for integration with other tools and automation or transfer of tasks to other systems.
Service Desk Plus
An intuitive system featuring all functions needed for the efficient operation of a user service department. One package integrates the following modules: incident management, issue management, change management, service catalogue, resource base, IT purchases, SLA management, self-service portal, licence management, and knowledge base.
A high-quality service management solution will help you address the following needs and challenges:
- Efficient and effective handling of user requests
- Developing or organising services provided by your departments
- Ensuring continuity of services for users
- User-driven IT task automation
- Organisation of work of the user service department
- User self-service for standard requests
- Incident management. Capturing, identifying, and responding to issues and service requests.
- Knowledge management. Gathering, analysing, and sharing information with a view to solving any previously known issues.
- Self-service and service catalogue. Visibility and ability to request all services and solve problems via an intuitive interface.
- Issue management. Removing the root causes of problems by focusing on known issues and analysing events.
- Configuration management. Building a configuration database (CMDB). Defining, identifying, and reporting configuration items contained in business services across the IT department.
- Change management. Managing, tracking, and streamlining configuration items along with minimising risks.
- Service level management. Designing and developing user service standards; monitoring of standards compliance.
- Finance management. Calculating the cost of IT service delivery to understand cost factors/drivers.
- How is end-user support working at the moment?
- Are there any standardised user service processes in place in your company?
- How do end users perceive the IT department?
- How do you develop new IT services expected by users?
- Do you know which resources handle specific services provided by IT and how they interplay with one another?
- Is your current tool capable of adapting to the processes required by the business?