ITSM – IT Service Management

Incident and Problem Management, Service Request Fulfillment, and Change Management utilize easy-to-configure Workflow and Approval features.

Self-Service Portal available via web and mobile devices.

Using a graphical view you can visualize the configuration items already integrated in the processes.

Provides a Dashboard where you have easy access to Metrics and Indicators.

IT Service Desk

Deliver an easy and intuitive interface to service your users and customers. With simple navigation, IT service requests can be made quickly using the web or mobile phone.

Incidents

Automated redirect to solver groups, supported by email and / or SMS notification mechanisms. Integrated with SLA's management, with flexible deadlines and service hours.

Changes

Configure your processes and manage everything from request for change (RFC) to change control board (CCB) approval. Integrate multiple teams into one application and extract the metrics for better support for your business.

Problems

Minimize the impact of incidents and changes by using problem management and known error logs. Integrate your records with the knowledge base by improving management processes.

Service Request

Through configurable forms, requests can be recorded with all the information necessary for their prompt service, speeding delivery to their customers.

Access Management

Automate network and application access with account creation, group access, and password unlocking for cost savings and responsiveness.

Service Levels (SLA)

With flexibility in determining working schedules and calendars, manage compliance to service level agreements using metrics and visual management.

Service Catalog

Publish your Catalog, simplifying web or mobile self-service and segmenting service offerings by organizational units, locations, or access profiles.

Release

Reduce the error rate of version upgrades by easily configuring Release Management simply and seamlessly with other processes and ensuring your CMDB is updated.

Event management

Through integration with monitoring platforms, events are logged and can be easily associated with Incidents, streamlining service and reducing impact on infrastructure.

Assets and CMDB

Consolidated visualization of configuration items (CI's) and their relationship directly to the web and integrated with incident and change requests.

Hardware and Software Inventory

Keep up-to-date inventory of your desktops and servers by applying automated collection. Get information about processors and memory.