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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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- 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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- 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