Service Management Systems Sector 1

Diana Angelova

New Bulgarian University

04.11.2011

Service Management Systems Sector 2

ITSM Suite:

- Incident Management

- Change and Release Management

- Asset Management

- Service Level Management

Service Request Management

Knowledge Management

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Service Management Systems Sector 3

ITIL

The Information Technology Infrastructure Library, is a set of good-practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the

business.

ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows

the organization to establish a baseline from which it can plan, implement, and measure.

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6

Incident Request

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- Rapid submission of incidents

- Best-practice user interface

- Process-flow visualization

- Simple forms, auto fill fields

- Incident Templates

- Problems related to incidents, know errors, and more

- Root-cause analysis

- Business service awareness

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- Full release process management

- Change impact analysis

- Collision detection

- Automation

- Enhanced approvals

- Improved planning

- Less manual configuration

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Configuration Item

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- Asset inventory and configuration management

- Procurement and retirement workflows

- Comprehensive software license management

- Proactive contract management

- Enhanced approvals

- Seamless sharing of CMDB data and workflows with other applications

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- Business Service Level Agreements (SLAs) covering IT operations and support

- OOTB integration with ITSM Suite and BMC applications

- Real-time service target status

- Proactive notification

- Rich set of KPIs

- Trend analysis for key business services

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Service Request