What is ITSM and ITIL?
ITSM (or IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services within an organization. The main goal of every IT Service Management framework is to ensure that the right people, processes, and technology are in place so that the organization can meet its business goals. Service Desk platform automates business processes and accelerates case processing.
The main aspects of ITSM approach include the management of incidents, cases, problems, changes, releases, catalogs, events and tasks. Usually all processes are interrelated, which allows for optimizing team workflow and improve the quality of service delivery. ITSM helps IT organizations understand their customers’ needs better.
ITIL (IT infrastructure library) is a set of IT Service Management practices that focus on aligning IT services with the needs of business. ITIL has continuously evolved into many versions and currently has 5 books. The ITIL, currently ITIL v3, focuses on business and IT integration.
Benefits of ITIL-based ITSM system
The goal of ITSM implementation is to improve IT service quality while reducing costs. According to statistics, 45% of IT incidents require service engineer assistance in order to gather information on the software. ITSM system enables to receive this information remotely, which reduces the time required for incident resolution (reduces labor costs) by an average of 25%.
Bpm'online provides 24/7 access to all the data, including current and planned tasks, necessary resources and costs for their implementation.
ITSM system provides a comprehensive picture of an organization’s IT infrastructure and software with a detailed history of changes. The detailed description of services and deadlines for their implementation are also at your disposal. You can simultaneously handle a large number of incidents and service requests no matter what channel they came from: phone, email, chat, social network or customer portal. The system suggests the necessary steps for each stage of case processing, from registration to case closure.
Automation of routine tasks and a unified data environment help improve communication and accelerate the work of service departments. Keeping track of completed cases and measuring employee performance make it easier to balance the workload of your team as well as evaluate their effectiveness.
Choose Bpm’online ITSM system to automate your service processes
Learn more about bpm’online ITSM / ITIL system processes
- Incident management
A powerful BPM engine enables the execution of multiple processes simultaneously with the same high level of system performance. According to ITIL, incident is an unplanned interruption to an IT Service or reduction in the quality of an IT service. Hard disk space errors, email sending problems or registration form issues – all these can be qualified as incidents. ITIL best practices help identify, classify and eliminate such incidents within the time limits specified in the Service Level Agreement (SLA). Pre-packaged best practice processes help to simplify daily routine and increase service efficiency – your service agents just need to follow clear guidelines for each step of the process.
- Request management
Implementation of bpm’online significantly reduces case processing time. Bpm’online ITSM system allows for registering incidents automatically from incoming emails, messages from self-service portal or feedback form. The system also allows you to assign agents and teams for these incidents. Process automation increases the efficiency of the Service Desk. ITIL and ITSM best practices reduce human errors. Advanced system algorithms prevent data loss while tracking all the stages of case processing – from registration and classification to execution and closure.
- Problem management
The main goal of problem management is to reduce the chance of an incident happening to minimum. Imagine your office printer has broken down – this is an incident. Now, imagine that printer stops working every time you restart the router – this is a problem. Problem solving should be a top priority for every company, since problem is usually the root cause of an incident. Use bpm'online to automate problem management workflow. The system helps to identify problems and stores the history of emerging problems and efficient ways to solve them. The system helps preventing recurring mass incidents and proactively informs customers about known errors.
- Change management
Plan all changes and improvements to eliminate known errors in the infrastructure and improve overall quality of IT services. The system allows you to keep a single list of change requests, manage priorities and supervise quality. Analyze quantitative and qualitative process efficiency indicators. Track average workload per change, efficiency of change implementation and identified deviations. A convenient graphical dashboard provides both the results of work and useful analytics.
- Release management
Specify the list of changes that should be included into a particular release and ensure their successful implementation. The system helps to keep track of workloads, teams and deadlines associated with a release. The system allows for the gathering of data on all changes and problems identified during implementation, as well as tracking the history of completed activities. Use comprehensive analytics to track releases and monitor their quality. Setup analytics by services, get stats on successful and unsuccessful releases and problems eliminated during release implementation.
- Configuration management
Take advantage of the single database of all company’s configuration items (CI) and service assets. The system allows for keeping records on hardware, software, licenses, network components and documentation necessary for the seamless service provision. CI base and comprehensive analytics help track the current status of the hardware and software as well as updates on operational CIs. In addition, it helps to estimate labor costs and identify bottlenecks in infrastructure. Based on the number of requests, the company can evaluate the outcomes and plan further steps for business improvement.
- Knowledge management
Combine knowledge about all services, CIs and known errors in a unified knowledge base. By using knowledge base articles, you will be able to close cases in the timely manner and efficiently train Service Desk agents. Constantly audit your knowledge base and update its articles. The system’s features allow you to define the most popular articles, as well as rate and comment on records. Machine learning technologies help to automatically analyze incoming messages and provide solutions based on the previous experience of processing similar cases.
- Service level management
Register all types of service agreements needed to serve your customers according to different service levels. You can formalize the terms of cooperation with both customers (SLA) and Service Desk units (OLA). Define all the necessary service parameters while activating new service agreement. The system allows for defining key service objects and services. In order to organize the work with external service providers (UC), user can simply fill in information about a provider. Analyze service agreements to evaluate the overall quality of service provided. Track customer feedback and current satisfaction rate, monitor service agreements violations using statistics on overdue cases.
- User management
Use simple and convenient tools to manage company organizational structure and consolidate data on each employee. WebSSO support and integration with LDAP provides centralized user management while multi-level administration system protects data from unauthorized access.
- Synchronization and integration
Bpm’online enables users to jump start using the system while providing unlimited possibilities for application customization and configuration. Users are able to customize almost everything in the system – from structure and business logics, to system look and feel according to the corporate branding.
Bpm’online ITSM system: manage your service processes efficiently with the ITIL methodology
Bpm’online service is a powerful Service Desk (Help Desk) system based on intelligent BPM platform. Bpm'online brings together all the necessary tools to help manage all the service processes in a single interface. BPM technologies allow organizations that provide IT services to create, automate and flexibly change their business processes.
Bpm’online ITSM system supports all popular channels of communication: phone, email, chat, social network or customer portal. It solves both registration and qualification problems. In addition, it helps calculate expected response time and provide SLA compliant resolutions. Utilizing ITSM practices is the best way one can reduce the “incident lifecycle” and prevent issues before they occur.
To integrate bpm'online with third-party systems, you can use ready-made connectors, as well as customization tools. Out-of-the-box applications and add-ons expand the system's capabilities for solving various business problems.
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