IT service management (ITSM) is a strategic approach referring to all the activities performed for an organization to plan, design, provide, operate and manage the information technology (IT) services that are offered to its clients and customers. One of the main ITSM challenge is designing and deploying IT services that support business goals and enhance the efficiency of day-to-day operations to deliver high-quality services and improve customer satisfaction.
Delivering information technology service excellence enables IT to move from simply supporting the business to helping to innovate and optimize the business. Silos of people, processes, information and technology can create barriers of inefficiency and make it difficult to agree on service priorities. Lack of visibility into critical information and inefficient workflows make it difficult to understand service context.
The Solution – SoftExpert ITSM
SoftExpert ITSM is a powerful but easy-to-use, modular and cost-effective ITIL® based software suite for automating and improving IT service requests, incident and problem management, configuration management, and IT human resources.
The solution allows organizations of all sizes and in every industry to improve IT governance, optimize service levels, boost productivity and reduce related costs, aligning IT infrastructure management with strategic business objectives.
SoftExpert ITSM software incorporates ITIL® and other widely adopted best practice frameworks, integrating service requests, incident and problem management, configuration management and IT human resource management in a single platform, bringing together the best in management practices and the best in technology.
IT Service Management – ITSM
Service Requests: Seamlessly integrates service requests with resources, portfolio and project management. Effectively and efficiently manages IT service requests, resources, budgets and projects, delivering new IT initiatives on time, on budget and per specifications.
Incident and Problem Management: Automates the entire incident and problem management lifecycle through a configurable workflow engine, ensuring critical IT service continuity. Analytical reports provide accurate, relevant and timely information to act to ensure compliance and business continuity.
Configuration Management: Control and protect IT resources deployment by streamlining configuration management processes. Managers can easily define and enforce standardized change processes, securing the correct level of notification and minimum user impact.
IT Human Resource Management: Single and centralized view of the enterprise-wide IT resource supply, demand and skill-level information, allowing for better management and use of IT infrastructure. Managers can ensure that IT teams are growing with the business while implementing individual development and training plans, and continuous employee performance evaluations.
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IT strategy
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Service catalogue
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BPMN based process
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Project control
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Incident management
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Problem management
Main Benefits
Increases productivity.
Reduces operational costs.
Increases visibility across your organization.
Reduces project cycle time.
Seamlessly integrates service requests with resources, portfolio and project management.
Automates the entire incident and problem management lifecycle.
Improves management and use of IT infrastructure.
Controls and protects IT resources deployment.
Easily defines and enforces standardized change processes.
Effectively and efficiently manages IT service requests, resources, budgets and projects.
