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Features
ITE ITIL ® Express Service Management Software Features: |
>> General:
- 100% Web Based.
- Simple Forms and Workflows.
- ITIL / ISO 20000 Compliant.
- Mail Alarms and mail follow-up.
- SLA Alarms.
- LDAP authentication.
- On-Demand Software (SaaS) - No installation, No infrastructure required.
- Open Plataform (Java, web).
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>> Configuration Management Module:
- Store and Manage Inventory and Configuration information.
- 100% configurable CMDB allows to create or Modify CI types.
- Add any type of attributes to CI types.
- Create any type of relation between Configuration Items.
- PC automatic Inventory.
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>> Incident and Service Request Management:
- Incident and Service Request Follow-up.
- Enter tickets (Incidents or service Requests) by web or mail.
- Incidents are related to IT Services, can be related to Individual CIs and other tickets.
- Adjustable Priorities and States.
- Automatic configurable mails to users and Technicians on ticket changes.
- Alarms.
- User Confirmation mail for closure.
- Opened Time statistics, adjustments for non-working hours, on-hold states.
- Common Causes Statistics.
- Search features for knowledgebase access.
- Real worked Time statistics.
- Ticket Review for post-closure analysis.
- Easy Creation of Changes, Problems or Purchases derived from the ticket.
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>> Change and Release Management:
- Control complex or risky changes.
- Plan and schedule changes.
- Define Change Advisory Board and Ask for Advice.
- Record CAB authorization.
- Users Notification and link with affected services and Configuration Items.
- Change Documentation.
- Post Implementation Review.
- Template for release management planning guidance.
- Change Statistics.
- Easy Creation of Purchases derived from the ticket.
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>> Problem Management:
- Problem and Known Error Follow-up.
- Easy to relate to other tickets.
- Easy Creation of Change Requests Related to a problem.
- Problem Statistics.
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>> Purchase Management:
- Quote Requests.
- Record and evaluate Quotes.
- Technical Recommendation.
- Quote Approval.
- Purchase Order.
- Purchase Evaluation and Payment enablement.
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>> Reports:
- Statistics by type of ticket, and affected services.
- Incident Management, Service Requests.
- Worked time, Opened Time.
- Office hours adjustments.
- Multiple Tables, charts and listings.
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>> Service Provider / Enterprise Features:
- Supports multiple service desks.
- Supports multiple clients.
- Reports by client and by service desk.
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