IT Service Management (ITSM) is a set of organizational skills of IT service providers, with the goal of providing quality services and value to end-users. Various standards or best-practices deal with ITSM, such as ITIL, COBIT, MOF and others. IT Sistemi is implementing solutions based on Microsoft System Center, on iSupport and their products iSupport Service Desk and Incident Management.
IT Sistemi – Nove tehnologije implement solutions based on Microsoft System Center platform (System Center Operations Manager, System Center Service Manager, System Center Configuration Manager).
IT Sistemi – Nove tehnologije is the only cerified partner of iSupport Software (www.isupport.com), and their products iSupport Service Desk, and iSupport Incident Management, in the Croatia and Adriatic region.
In our implementations we also use Savision products.
Our solutions enable functionalities such as:
Service desk / Help desk
Service Desk (Help Desk) is a single point of contact with the users of IT services. It enables various way of communication with the clients (e-mail, phone, web), and Service Desk operators have all the needed information (contacts, incidents, RFCs,…) about the customer in order to provide quality service.
An Incident is any event which can lower the quality, or completely discontinue a service which the end-user is expecting. Incident management is thereby of key importance in ITSM, and it should provide capabilities such as categorization, escalation, workflow, templates, impact/urgency/priority, and connectivity to other functionalities (CMDB, SLA, Problem Management,…).
Change Management enables efficient and standardized dealing with the customer’s Requests for Change (RFC). It should provide capabilities such as categorization, escalation, workflow, templates, impact/urgency/priority, and connectivity to other functionalities (CMDB, SLA, Problem Management,…).
Service level management / Service contract management
Managing SLAs (Service Level Agreement) and fulfilling the goals that they set, is a basic prerequisite for a satisfied customer. Escalations, notifications, prioritization, associations with service categories or customers are the basic of quality Incident and Change Management.
Management of Service Contracts includes tracking of issues or working hours handled according to a specific contract with the customer.
Service asset & Configuration management – CMDB
Configuration Management Database (CMDB) is a central repository of all IT components (Configuration Items) which are under service provider’s control (hardware, software, people or other resources). Links between those components give a complete insight into their dependencies. Automated scanning of devices connected to the network provides an easy insight into their current state (hardware, software), and comparison to previous states.
Service catalogue / Service requests
Standardizing the services which are offered to the customers is essential in providing simple communication between the provider and end-user in fulfilling service requests. Publishing the Service Catalog on End User Portal enables the customer to quickly choose the service they want, including associated costs, and the service provider to quickly fulfill those requests.
Knowledge Management makes service management easier, both for service providers and end-users (if the Knowledgebase is published to end-users), and makes problem resolution easier.
Problems are at the root of Incidents, and may become the reason for Change Requests. Linking Incidents and Changes to Problems (includeingt Known Errors) is a basis for quality fulfillment of customer’s demands.
Reporting gives a quality insight into functioning of Service Desk/Help Desk , and the IT infrastructure (i.e. number of Incidents/Changes per customer, time to resolve Incidents/Changes, IT Support workload, IT infrastructure reports, etc.)