Workflow engine & cartridges

A powerful workflow engine (which includes a designer of the form), support the automation of processes without compromise. The engine is so flexible as to allow the automation of processes, even outside the primary focus (eg. processes for handling requests for purchase or general services). There are also workflow cartridges that implement key processes based on ITIL ® and ISO / IEC 20000 (eg Incident Management).

Main features of itmCLOUD®

The workflow engine is not a feature of which itmCLOUD ® has exclusivity. Unique is its positioning.

This is not a workflow engine for technical personnel but a flexible and powerful tool to design and implement process flows intended for use by the process owners.

The aim is precisely to support the realization of a workflow without technical intervention.

This is not only about the flow of activities or the design of the masks but also data and activities (thanks to the powerful Action Engine that allows you to program actions of any kind, eg. Changing fields, entity creation or modification of their status, sending messages etc.., executable in real time or in the background).

In this sense (addition, visibility, etc.)., exploiting the service orientation, itmCLOUD ® is a unique solution that allows you to be part of the process owner, or the user, simply configure the new process in a comprehensive manner and without compromise.

Includes the management of workflow cartridges: libraries pre-configured processes (eg, incident, problem, change management, benefits management), according to the best practices of Reference ITIL and ISO / IEC 20000, which will be introduced in the customer which can independently complete its configuration. It is a unique feature on the market.

Main benefits deriving from the adoption of itmCLOUD®

  • Availability of pre-configured workflows cartridge, aligned with the best practices of ITIL and PRINCE2 reference and certification to the ISO / IEC 20000
  • Minimizing stress configuration and startup times due to the pre-configured workflows cartridge
  • Maximum flexibility in case of need for new functionality, minimizing customization interventions of the solution

itmSUITE® and itmCLOUD®

“All-in-One" for optimal Service Management and business transformation

Service Desk & Incident Management (ISO/IEC 20000 Ready)

You might wonder how itmCLOUD®can stand out from the crowd in a market like Incident Managment that is packed with competitors and tools.

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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.

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Problem Management (ISO/IEC 20000 Ready)

itmCLOUD® offers a high level of automation for the Problem Management process. It is in fact this process that benefits the most from the advantages of the workflow engine which makes it possible to have no- compromise configuration in this field as well.

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Change Management (ISO/IEC 20000 Ready)

Change Management was one of the first processes to be supported by itmCLOUD® and as such is now one of the most well established.

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Release & Deployment Management (ISO/IEC 20000 Ready)

ItmCLOUD recognised the uniqueness and the importance of Release & Deployment Management many years before its competitors, by considering it not just as a variant of Change Management but as a separate entity.

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Financial Management for IT Services

The management of IT Financial Management is one of the areas of greatest strenght of the product, allowing to manage costs (human resources through timesheet, expense reports but also any other type of purchase.

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Project Management

itmSUITE® boasts continually improving advanced solutions for the management of projects that are in line with the most effective best practices in Project Management.

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Workflow engine & cartridges

A powerful workflow engine (which includes a designer of the form), support the automation of processes without compromise.

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Codeless Customization

The philosophy and aim at the base of itmCLOUD ® is to ensure the ability to adapt applications to their environment without the need of programming or customization, but simply parameterize made ​​through standard functionality of the product. 

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Service Orientation

Another key feature that covers all the features and processes is the native orientation to the Services of the functionality of the product, a need increasingly felt by the organizations.

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Role Readiness

The itmCLOUD ® supports the typical roles of IT Service Management practices (eg, Process Owner, Service Owner) and Portfolio, Programme and Project Management (eg Project Manager).

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Objective Calculator & SLA Management

The itmCLOUD ® supports the definition and calculation of KPIs, the setting of threshold values​​, the ability to trigger actions as a result, the management of SLA and OLA of any kind and at any scale / process handled with extreme flexibility, performance and ease of use.

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Reporting Engine

itmCLOUD ® integrates a powerful open-source reporting engine that allows you to design and execute reporting easily on all the information provided.

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Accessibility

The itmCLOUD ® has been designed and manufactured to assure accessibility to the content and its main functionality for users with different disabilities (physical, sensory, etc..)

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Module Cloud

itmCLOUD® is the version of itmSUITE® available as a service (or SaaS, Software-as-a Service). It is an the integrated suite that effectively supports processes in the domain of service management and business transformation.

SM - Service Desk and Service Management

SM - Service Desk and Service Management

This is one of the core modules of itmSUITE® and as such can be activated autonomously. It includes a powerful workflow engine which can be freely configured to support the execution of the IT Service Management processes.

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PM - Project and Portfolio Management

PM - Project and Portfolio Management

This is one of the core modules of the itmSUITE. It provides functions that support the efficient management of a portfolio of projects or of single projects.

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CMS - Configuration Management System

CMS - Configuration Management System

This is one of the core modules of the itmSUITE and as such can be autonomously activated. It supports the effective and efficient creation and maintenance of a modern Configuration Management System.

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ASM - Asset and Service Management

ASM - Asset and Service Management

This complementary module requires the presence of the core SM- Service Desk and Service Management-module.

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EEM - External Event Management

EEM - External Event Management

This complementary module makes it possible to dialogue with external systems; this dialogue can take place either via email or web services.

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FM - Financial Management

FM - Financial Management

This module enables the capability to control the costs of processes, projects and IT services. This is done through the management function for projects and IT services of timesheets, reimbursement expenses and one off expenses, budgets, final balance sheets and forecasts. It also makes it possible to invoice project and / or service expenses.

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OCE - Service Level Management

OCE - Service Level Management

This complementary module makes it possible to define and control KPIs and targets that can be easily used for the management of service levels with clients, suppliers or internally.

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REP - Reporting Management

REP - Reporting Management

This complementary module requires the presence of the core CMS- Configuration Management System- module. It makes it possible to acquire information on the configuration elements or the relationships between those elements that belong to external systems and itmSUITE, for example CMDB or external asset management systems. Not only that. It can also be used on ERP systems or for doing simple calculation sheets or managing the intelligent upload of data to the CMS database via rules that can be freely configured.

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