IT Service Management

Service Requests: Seamlessly integrates service requests with resources, portfolio and project management. Effectively and efficiently manages IT service requests, resources, budgets and projects, delivering new IT initiatives on time, on budget and per specifications.

Incident and Problem Management: Automates the entire incident and problem management lifecycle through a configurable workflow engine, ensuring critical IT service continuity. Analytical reports provide accurate, relevant and timely information to act to ensure compliance and business continuity.

Configuration Management: Control and protect IT resources deployment by streamlining configuration management processes. Managers can easily define and enforce standardized change processes, securing the correct level of notification and minimum user impact.

IT Human Resource Management: Single and centralized view of the enterprise-wide IT resource supply, demand and skill-level information, allowing for better management and use of IT infrastructure. Managers can ensure that IT teams are growing with the business while implementing individual development and training plans, and continuous employee performance evaluations.

• Automates the entire ticket, incident and problem management lifecycle;
• Prevents service interruptions and SLA delays;
• Increase service desk agent productivity;
• Reduces wrongly routed or duplicate incidents;
• Prevents wastage of time and resources from poorly planned changes;
• Streamlines user experience through self-service portals and easy and custom service catalogs;
• Predicts impacts and help informed decision making with CMDB;
• Delivers on time and on budget services with integrated Project Management capabilities;
• Improves infrastructure availability with integrated Asset Management capabilities;