Efecte IT Service Management

Ensuring appropriate employee access to not only IT but also physical resources is of paramount importance. As organizations expand the task of maintaining and providing access rights grows increasingly complicated. Organizations must quickly and easily review individuals, roles, and temporary access rights, adjusting them as needed. As privacy, data protection and processing laws adapt and expand access management can no longer be seen as an advantage but as a necessity.

We help you out...

| Manage requests through the self-service portal

| Multi-level approvals for increased security

| Easily review role or individual rights

| Automation to reduce service desk workloads

Creating standards to allow for smooth upgrades, developments and releases is paramount. Issues with releases causing downtime or a lack of support can greatly hinder any organization. Most issues which arise surrounding change can be mitigated if not wholly eliminated but implementing clear approval processes, testing, documentation and review.

We help you out...

| Create a set of standard change templates

| Record work and cost estimates

| Transform changes to tasks assigned to a single person or team

| Ensure proper authorization

| Track the progress of changes in implementation

| Review implemented changes and develop the implementation process

Maintaining up-to-date records of organization assets allows any organization to operate leaner and more efficiently. Complete and detailed records allow organizations to easily upgrade outdated or aging equipment before failure. Expanding this past singular items to review linkages and commonalities allow for even greater control.

We help you out...

| Record all Configuration Items (CI) and assets in one location

| Management of application and integration ownership and responsibilities

| Record and review fixed or leasing cost of items

| Easily creating dependency and relationships maps between assets

| Create advanced, flexible and complete reports across the entire organization 

Capitalizing on organizational knowledge is the difference between rapid and efficient development and tedious and costly changes. Organizations need to allow individuals to easily make suggestions for improvements and others to rate these suggestions based on their potential impact. Allowing the entire organization to participate in the decision-making process allows for a wider review process and a high chance of success.

We help you out...

| Record new ideas and suggested improvements

| Create a list of acceptance criteria

| Include financial and operational expenses for better evaluation

| Allow users to vote on the demand

| Link with changes and incidents for continued development

Automation and integrations are becoming increasingly widespread and reliable. Reducing or eliminating the need for constant review and tracking by humans helps to greatly improve efficiency and allows them to focus on pressing issues. Proper and timely notifications allow organizations to take the proper steps at the moment they are needed.

We help you out...

| Log service events for easy review

| Easily classify and report events

| Create links between events and incidents for better evaluation

| Receive event notifications via email or the service management tool

Customer experience, happiness and satisfaction are paramount in ensuring an organization's survival. Simply completing a task no longer means customers will fully accept the solution or service. Organizations must request, receive, review and react to feedback near instantaneously to survive and develop.

We help you out...

| Customizable and dynamic form to collect the most relevant data 

| An intuitive, advanced and modern interface to analyze and record feedback

| Automatic alerts from high priority feedback

| Mobile device support, allowing users to respond via their chosen device

| Collect and organize data from multiple changes into one platform

Issues constantly occur throughout the day, whether they are caused by a technical issue or human error. When this occurs it is crucial that they are identified, reported and remedied. Providing employees with a simple and centralized reporting and notification location for issues and their solutions will greatly decrease negative impacts.

We help you out...

| Detect, prioritize and record all incidents

| Assign incidents to support groups or individual support persons

| Easily track response times and target resolution times

| Review progress and send automatic email notifications at key points

| Find known solutions quickly from knowledge base articles

| Analyze incident trends to identify potential problems

| Automate repetitive processes through workflow automation

An effective organization is not one which does not make mistakes, but one that learns from their mistakes and reduces the impact. Organizations can increase efficiency by creating a knowledge base, where employees and service personnel can easily find solutions for frequently asked questions. This improves both operations and user experience.

We help you out...

| Create a single point for knowledge base articles

| Allow quick fill solutions from knowledge base articles to incidents

| Improve self-help by linking knowledge base articles to the self-service portal

| Identify the most helpful solutions by asking for user feedback

| Allow users to instantly rate if self-help articles are useful

Development and improvement is a never-ending process. Ensuring these positive changes do not have negative effects on business operations is essential. Through the use of proper planning, testing and contingency plans these negative effects can be reduced if not eliminated.

We help you out...

| Record all steps within a potential release

| Easily plan, build, test and deploy new assets

| Link assets, problems, incidents or changes to expand the potential impact

| Set clear milestones to ensure releases go as planned

| Visually view releases within the included calendar view

Providing employees with the necessary tools to complete their daily task is essential for any organization. This process can be improved through the use of a central and easy-to-use location with clear approval processes. Centralization will help to reduce approval, processing and delivery times, improving organizational efficiency.

We help you out...

| Manage service offerings through an easy to use self-service portal

| Simplify requests by automating the entire process

| Channel requests to the appropriate service personnel based on the type

| Instantly review requests with real-time tracking across the entire enterprise

| Create flexible reports across all service requests

| Limit request availability based on user roles

IT organizations must manage an ever-increasing amount of digital services, both related to running IT and other business units. Service catalog management manages the lifecycle of services. It is essential to understand the relationships of services in order to manage portfolio changes without interruptions. Recording service and business owners is essential to running IT more like a business.

We help you out...

| Categorize service offerings and service items

| Multi-language, multi-site and multi-tenant service catalogues support

| Create role-specific service offering and service catalogue bundling support

| Pre-integrate asset, CMDB, contracts, and licenses 

| Easily review and report service catalogue utilization

Business operations are a continuous chain of tasks, and any delay or issue within this process has a ripple effect. As technology expands and improves, seconds can prove detrimental. Organizations need an easy-to-use, visual and reliable tool for tracking and reacting to any changes.

We help you out...

| Record SLA's for assets, service requests, incidents and problems

| Monitor service levels in real-time

| Automatically escalate a case or incident if the service level breaches

| Benefit from extensive reports and statistics of service levels

Organizations are increasingly focusing on their core businesses. This means an increase in outsourcing of a verity of services and areas of their business. The proper selection of partners is important, but so is the continuous review of their performance to ensure organization needs are met.

We help you out...

| Single point of record for all vendors and suppliers

| Pre-integrated license and contract management

| Vendor performance rating based on end-user feedback

| System integration and management-ready, multi-vendor access management

| Vendor performance management for SLA's and resolution times