Description

IT Service Management (ITSM)

• Service Desk & Ticketing System – Centralized platform for managing IT requests, incidents, and user interactions.

• Incident Management – Quickly restores normal service operations and minimizes disruption after IT issues.

• Problem Management – Identifies and eliminates root causes of recurring incidents to prevent future disruptions.

• Change Management – Manages IT infrastructure and service changes with minimal risk and downtime.

• Service Request Management – Automates approval, fulfillment, and tracking of routine user service requests.

• Configuration Management Database (CMDB) – Maintains an inventory of IT assets, configurations, and relationships.

• Knowledge Management – Centralizes solutions, FAQs, and documentation for faster issue resolution and self-service.

• Asset & Inventory Management – Tracks hardware and software assets throughout their lifecycle for better control.

• Service Level Management (SLM) – Defines, monitors, and reports on SLAs to ensure service quality and accountability.

• IT Performance & Metrics Reporting – Provides real-time insights into IT service performance and team efficiency.

• Automation & Workflow Orchestration – Streamlines repetitive tasks and approvals to improve response times.

• Self-Service Portal – Empowers end users to log requests, check ticket status, and access support resources independently.

• Incident Prioritization & Escalation – Ensures critical issues receive immediate attention through defined workflows.

• Integration with Monitoring Tools – Connects with IT infrastructure monitoring solutions for proactive issue detection.

• Compliance & Audit Readiness – Supports adherence to IT governance frameworks and regulatory standards.