Request Fulfillment (ISO/IEC 20000 Ready)
The ability to build different request management models rapidly and without compromise, the possibility to access these models in a flexible and truly intuitive way via a user portal as well as the ability to monitor and react to KPIs (thanks to the Objective Calculator) have all made itmCLOUD® a point of reference in its field.
Main features of itmCLOUD®
- Availability of preconfigured process cartridges in line with relevant best practices (ITIL ®) and ISO/ IEC 20000 regulations
- Request Configuration System which makes it possible to trigger specific workflows depending on the requests, build a specific interface for the Final User (FU) with request filter mecchanisms ( temporary or as user groups) and to set default values.
- Possibility to set up an extremely intuitive portal for users that can be easily, fully or partially, integrated with other portals (eg. company intranet)
- Real-time visualization of process targets with graphic visualization of status (ex. RAG - Red Amber Green) and escalations managed automatically for a better responsiveness
- Automation of Request Management on the basis of external input (eg. events) or due to an event occuring internally on the itmCLOUD®platform
- Possibility to re-configure the automation of processes of Request Fulfilment without compromises
- Reporting
Main benefits deriving from the adoption of itmCLOUD®
- Reduction in Request Fulfilment automation times.
- Possibility to provide business with simple and quick access when requesting IT services
- Reduction in bureaucracy (including effort) and in lead times in the management of requests (eg. authorizations)
- Better alignment between the activities of IT staff who work on the management of Requests with business priorities
- Ability to better identify and exploit all the possible ways to improve services, for example through integration with other processes such as Problem Management
- Helps to conform to internal requirements regarding Request Fulfilment
itmSUITE® is a modular solution enabling the integrated management of processes supporting service management and business transformation management (portfolio, programme and project management). The core modules to start with are the shown below and many others to entich the core functionalities are available.
