IT Service Management

Service Asset & Configuration Management (SACM) allows you to take control of all your IT assets- including hardware and software- and maintains the relationships and dependencies which can be tied back to the enterprise/business services they support.  When combined with EcosystemManager Discovery & Dependency Mapping, SACM provides an extremely powerful foundation for additional ITSM processes.  SACM’s key features include:

  • Full-featured configuration management database (CMDB)
  • Asset characterization with customizable blueprints
  • Record multiple levels of asset ownership
  • Service dependency mapping
  • Complete audit history of changes
  • Lifecycle management
  • Hardware asset management
  • Software license management
  • Contract Management
  • PinkVerify 2011 ITIL Compliant Process

Change Management ensures that each change introduced to the environment is appropriately defined, evaluated and approved prior to implementation for tracking changes to assets, applications and services. The following are core functions of Change Management:

  • The submission and receipt of change requests.
  • The review and logging of change requests.
  • The determination of the feasibility of change requests.
  • The approval of change requests.
  • The implementation and closure of change requests.
  • Change scheduling calendar with outage tracking to show all the scheduled changes and outages for daily, week, month, or year.
  • PinkVerify 2011 ITIL Compliant Process

Incident Management includes any event which disrupts, or which could disrupt, a service. This includes events which are communicated directly by users through the Service Desk or through an interface from Event Management to Incident Management tools. The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.  The following are core functions of Incident Management:

  • Identify Service impacted and appropriate SLA and escalation timelines
  • Indicate what support groups need to be involved
  • Incidents are properly logged, prioritized, routed, and handled
  • Incident status is accurately reported
  • Queue of unresolved incidents is visible and reported
  • Provide meaningful metrics on system reliability
  • Resolution provided meets the requirements of the SLA for the customer
  • PinkVerify 2011 ITIL Compliant Process

Problem Management for tracking of service problems through assignment, diagnosis, and resolution.  This includes the activities required to diagnose the root cause of incidents and to determine the resolution to those problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedures. Problem Management is the process responsible for managing the lifecycle of all problems. The primary objectives of Problem Management are to:

  • Provide a consistent process to ensure proper logging, routing, and accurate reporting.
  • Prevent problems, resulting incidents, and recurring incidents from happening.
  • Minimize the impact of incidents that cannot be prevented.
  • Measure impact, assign priority, and track resolution handling.
  • Provide a Queue of unresolved Problems that is visible and reported.
  • Provide a resolution which meets the requirements of the SLA, for the customer.
  • PinkVerify 2011 ITIL Compliant Process

Request Fulfillment
Service Request Fulfillment focuses on fulfilling user generated requests for services, which are often minor (standard) changes (e.g. Upgrading RAM for a physical machine) or requests for information (e.g. requests to change a password). Relevant information regarding the nature of a request is added so that a full historical record is maintained along with whether the request has to be referred to other support groups. The goal is to make sure that the Service Request is actually processed and that all information required describing the request’s life-cycle is supplied in sufficient detail. In addition to this, findings from the processing of the request are to be recorded for future use within the Knowledge Management for process improvement.

  • Handle end user requests for services (i.e. new laptop, access to an IT service, password reset)
  • Requests can be user generated via self-service portal or manually entered by support desk
  • Formalize the request, approval, and fulfillment process
  • Evaluate request trends and current service impact
  • Integrate requests seamlessly into existing service applications
  • Automate sending of resolution/satisfaction surveys
  • PinkVerify 2011 ITIL Compliant Process

Knowledge Management for cataloging environmental information, best practices, tools, and resolutions; which enables IT organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle.

  • Ensure the right information is available to the right people at the right time to enables IT support providers to be more efficient and improve quality of service, increase customer satisfaction and reduce the cost of service support and delivery.
  • Leverage Incident, Problem, & Change Management to drive incident coding (e.g. classifications and categorizations) with knowledge about their existence, known errors, consequences, FAQs, and workarounds will be made available to IT teams.
  • Support more efficient usage of resources (provides relevant information to either aid in complex scenarios where knowledge may not be learned).
  • Improve service delivery consistency when applied to process activities (e.g. standard changes are executed the same way every time, collecting the same predefined criteria).
  • Improve IT management reporting (e.g. drive the repetitive coding of incidents for a specific scenario).
  • Automatic Knowledge Generation from Incident and Problem: With the click of a button, a Knowledge article can be automatically generated from an Incident or a problem and all the information within can be ported to the knowledge base.
  • PinkVerify 2011 ITIL Compliant Process

Release Management provides controls to ensure new software and updates go through proper development and testing and are deployed into production according to defined methodologies.   Release management is often tied very closely with Change Management with both playing a critical role in agile/DevOps style environments as well as ITIL-based development organizations.  Key features of Release Management are:

  • Follow a formal release process to avoid undo risk
  • Bring predictability to rollout of new releases
  • Manage stakeholder and end-user expectations regarding timeframes and service availability
  • Plan releases from a single, unified, accurate information source
  • ID phases, activities, and tasks including approvals, ownership & schedules
  • Tie releases to assets and services

Service Catalog is a detailed description of the IT Service Desk services that are currently available to end users. Service catalogue describes IT services that are provided to users mapped so that dependencies between services are clear. They also contain all of the information that the for vendors; supplier name, contact details, rate card, performance metrics and service levels, internal escalation contacts, hours of service, dependencies between services, including services provided by other suppliers, known constraints, and capacity management requirements. This includes what the service is, what its objectives are, how it will be performed, how long it will take to complete, and what it will cost (if applicable). The following are core functions of the Service Catalog:
Documenting and publishing an IT service catalog will:

  • Streamline service delivery by defining the way certain services should be executed.
  • Reduce support costs by ensuring that costs allocated to those services are optimized to offer the greatest value.
  • Improve the user experience by improving communication, expectations, and understanding of the services available.
  • Improve IT efficiency by uncovering waste and redundancy, and facilitating economies of scale.

Self-Service Portal streamlines help desk interactions as well as reduces the number of overall tickets by providing end users with access to timely and useful information so they require less help from IT.  The Self-Service Portal includes many user-friendly and time saving features such as:

  • Web portal for end-users to submit and track incidents and service requests
  • View service catalog to see what services are available
  • Access knowledge articles and FAQs
  • Read alerts about know issues

Project Management is built on Virima’s expertise in large-scale data center transformations.  It provides a collaborative way to manage common IT tasks all the way up to enterprise-wide IT programs.     Project teams as well as IT executives and relevant stake-holders can achieve clear visibility into the various projects, assignments and risks to end schedule delays and reduce costs.  Key Project Management features and benefits include:

  • Manage the entire portfolio of IT projects and larger programs
  • Executive and resource level dashboards of project milestones & schedules
  • Risk register to identify, record, classify and manage project and task risks
  • Link activities to change and release approval and execution workflows
  • Program heat map offers color-coded bird’s eye view all sub-projects and phases indicating overall progress
  • Apply ITSM-like workflows to project tasks
  • Easily ID which assets and services will be impacted
  • Track resource availability and allocate time to complete tasks
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