ITIL v3.0 Hosted Solution

Live and Dynamic Inventory

Automatically obtain a complete inventory of your network and computer equipment without any installation on workstations. Also Tracks license details and supplier warranties on your assets. Properly document your changes in our hosted database.

6 ITIL v3.0 Processes
Incident Managment, Change Management, Problem Management, Configuration Management, Service Level Management, and Event Management

On Demand solution
No initial investment needed. Pay only 50 USD per month per IT user.
No infrastructure to setup, hosting is provided by us.
Always accessible anywhere, any time!

Great Reporting Tools
Performance indicators, dashboard, statistics with filtering and data mining features.

30 day Trial
The 30 day trial provides you with a full and unrestricted access to our hosted solution. You may create an unlimited number of IT users.

More Details on the ITIL V3.0 Process Solution:

Incident and service request management
The purpose of the following functionalities is to help document and resolve daily incidents and requests in the most efficient way possible.

Compatible with ITIL-based incident management
Service center (Service Desk) function
Web portal for users
Web portal for technicians
Automated follow-up with emails to users
Full integration with problem management, change management and CMDB
History of incidents associated to a user
History of incidents associated to a piece of equipment or software (CI)
Incident templates and quick calls
Detailed log of resolution activities
Breakdown of incidents and service requests into “sub-requests”
Service level agreement with automatic escalation using emails and visual indicators
Unlimited attachments
Pre-configuration with real data (categories, types, priorities, codes)
Statistical reports, dashboard, graphs, performance indicators and data extraction in Excel
Automatic creation of incidents from emails
Notifications by email for important events
Multiple Service Desks support

Inventory and configuration (CMDB)
The primary objective of the following functionalities is to organize all relevant information concerning your equipment and software so that you may know at all times what your inventory is and what is the status of each component of your infrastructure.

Based on the ITIL CMDB concept
Pre-configured with over 20 CI types (hardware, software or logical types)
Fully configurable, possibility to add :
CI types
Relationship types
CI attributes
CI status management
CI location management
Management of users relying on a CI
Management of dependencies and relationships between CIs
Automated inventory of servers, workstations and installed software
CI criticality level indicator
History of incidents associated to a CI
Lease contract management and purchase information
Service contract management with notification prior to expiry
Preventive Maintenance
Parts management
CMDB change monitoring tools
Document management in the CMDB with indexing and search

Problem management
The purpose of the following functionalities is to document and to resolve recurring and complex problems which compromise the performance or undermine the stability of your infrastructure.

Compatible with ITIL-based problem management
Impact, cause, workaround and permanent solution management
Sharing of known errors and workarounds
Association of a problem to its associated incidents
Association of a problem to the CI in cause
Automatic closure of related incidents when a problem is closed
Detailed activities log
Relationship with the souce change (RFC) and with change for the permanent solution
Tool facilitating the correlation of incidents to problems
Tool for identifying the most problematic CIs
Possibility to mark incidents as “potential problems”
Email notifications to publish known errors
Unlimited attachments

Change management
The purpose of the following functionalities is to document and to monitor the changes made to the components of the infrastructure in order to ensure smooth operation and to minimise impacts on the services offered.

Compatible with ITIL-based change management
Management of the change implementation steps using tasks
Notifications for task assignments
Management of estimated effort, remaining effort and actual effort
Detailed activities log, by change and by task.
Documentation of impacts, required resources and authorizations
Change advisory board (CAB) approvals
Detailed activities log
Approvals management
Unlimited attachments

Event management
Event management aims to ensure the follow-up of all events or alerts which occur throughout the IT infrastructure in order to detect and efficiently process problematic situations.

Compatible with ITIL-based event management
Notifications to IT staff
Detailed activities log
Creation of events from emails

Knowledge management
These functionalities enable to manage and share your knowledge.

Knowledge base with attachments and full-text search
Incident history search
Problem history search
Solution search function integrated to incident management

Web portal for users

Possibility to submit incidents and service requests
Incident follow-up
Possibility to send messages to the service center
Log of communications with the service center

For managers
These functionalities enable the manager to measure the performance of the service center and of other support processes.

Dashboard providing a quick overview of the current workload
Table of services currently affected by incidents
Comprehensive statistics on the respect of resolution targets (SLA)
Statistics on the delays for incidents and requests to be processed and to be resolved
Integrated report tool enabling to efficiently search and present data
Escalation in the event of an SLA breach
Performance indicator report

Unique user experience
Clever design, modern look and feel
Support for multiple windows displayed in tabs
Reminder functionalities
Spell-check in all text fields
Integration with email software for sending emails from within an incident
Integration with remote access software
PC Anywhere
Remote Desktop
Dame Ware and many others
Easy to configure data lists
Automatic update downloads

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