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Services Managment
Some Indicative Features

Incident / SR Management Module:

This module enables the efficient management of incidents in conformity with the ITIL best-practices.
The ITIL practice of incident management aims to restore service as promptly as possible while generating a minimal level of impact upon current operations.

An incident is an event that is not part of the normal course of activities and which causes or is likely to cause a service breach or a reduction in the quality of services provided. 'Normal course of activities’ is defined here as service operation within Service Level Agreement (SLA).

Incident management
refers to the activities of an organization to identify, analyze and correct problems or troubles.

The incident management module is currenlty used to manage service requests (SR).
Task-based user interface.
  Several optimised contextual commands are available in order to update an incident’s status.
Association of the affected piece of equipment or software to the incident.
  At the moment of incident creation, display the list of equipment and software related to the user, thus making it easy to associate the failing piece of equipment to the incident.
Incident views.
  Display predetermined incident views: my incidents, new incidents, incidents sorted by level of priority or by date, incidents or SRs due this week, pending, resolved or late incidents, etc.
Resolution activities log.
  Maintain a log of all activities, by whom they were performed, when, and for what duration.
Notification.
  Technical agents are notified by email by means of a list or by text message in the following events: incident created, assigned, closed or resolved by another technician, lease or purchase contract coming to term, Service Level Agreement (SLA) breaches or warnings, reminders.
  Users are notified by email in the following events: incident / SR creation, processing, or closure. For several of these events, it is possible to configure an adapted message.
Quick search.
  Search for an incident or CI by specifying its number or a keyword contained within any of the text fields.
Advanced search.
  New high performance tool enabling to search one or several predetermined fields by adding personalised criteria using the main fields of the incident and CI forms.
Service Level Agreement (SLA) management
 
1.
Priority management
 
2.
Management of maximum delays by category and subcategory for SRs
 
3.
Management of time percentages for 1st and 2nd warnings
 
4.
Service hours of operation management

Change Management Module:

This module enables the efficient management of RFC (requests for change) in conformity with the ITIL best-practices.
 
The ITIL practice of change management aims to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organisation.
 
A change is “an event that results in a new status of one or more configuration items(CI's)”Manage approved, cost effective, business enhancing changes (fixes) - with minimum risk to IT infrastructure.

Change Management Terminology:

Change: the addition, modification or removal of CIs
 
Request for Change (RFC):
 
form used to record details of a request for a change and is sent as an input to Change Management by the Change Requestor
 
Forward Schedule of Changes (FSC):
 
schedule that contains details of all the forthcoming Changes.Request that can be concerned with a change in any part of the infrastructure or with any service or activity: hardware, software, documentation, telecommunication, procedures, plans, etc. For instance, an OS change for the whole network, a major software upgrade for all computers.
 
Problem Management Module:
 
This module enables the efficient management of problems in conformity with the ITIL best-practices.


The ITIL practice of problem management aims to aims to minimize the impact of Incidents and
  Problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of Incidents related to these errors. Problem management diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them.
 
Problem management is different from incident management. The principal purpose of problem management is find and resolve the root cause of a problem and prevention of incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact
 
A ‘problem' is an unknown underlying cause of one or more incidents, and a ‘known error' is a problem that is successfully diagnosed and for which a work-around has been identified
 
The problem management process is intended to reduce the number and severity of incidents and problems on the business, and report it in documentation to be available for the first-line and second line of the help desk. The proactive process identifies and resolves problems before incidents occur. These activities are: Trend analysis; Targetting support action & Providing information to the organisation.
 
Integrated Dictionary for Spell-Checking: Available.
 
Level 1 Assignee:
 
The level 1 assignee provides the first level of user support. The level 1 technician forms part of the Technical Support Center. The level 1 assignee remains responsible at all times for the incidents to which he or she is assigned.
 
Level 2 Assignee:
 
The level 2 assignee forms part of a group of specialists. The Technical Support Center requests his or her services when an incident has failed to be resolved at the first level of intervention.
 
Open incident
 
An incident which is neither resolved nor closed.
 
Problem:
 
Condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.
 
For instance, multiple incidents related to a specific printer happened in a short period of time. We create a problem because the cause is unknown. When we identify the root cause, our Problem becomes a Known Error. From now, we could decide to open a RFC to correct the issue or to live with a work-around.
 
Configuration Management Module:
 
The configuration management module enables to manage all equipment and software composing your IT infrastructure.
 
The ITIL-based practice of change management involves the identification, monitoring, maintenance, and verification of all physical components, called “Configuration Items” (CIs), forming part of an IT infrastructure.
 
A configuration item is any physical component (hardware of software) of an IT infrastructure that needs to be monitored in order to ensure the convened level of service.
 
CIs are recorded in a configuration management database (CMDB).
 
One of the interesting aspects of configuration management concerns the management of relationships between CIs. For instance, the relationship “is installed on” enables you to obtain the list of computers on which a given piece of software is installed. Conversely, the relationship “has installed” enables to obtain the list of software installed on a given computer.
 
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