SRM - Service Request Management

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SRM - Service Request Management

The Service Request Management (SRM), iSYS is committed to taking charge of evasion and customer requirements. The service is activated in two cases:

by the customer (eg in case of a request for information or support for the use or configuration of the products);
as a result of an incident, if it is determined by a lack of knowledge on the part of 'users".

The service guarantees timing and is available in different options with different "hours" and / or speed of action.

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.

Modules

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.

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.

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.

DE - Discovery Engine

This core module functions via agents that can be automatically distributed in the Unix, Linux or Windows environments and which make it possible to explore the charactyeristics of hardware, basic software and applicative software (including custom) thanks to the creation of "finger print".

DB - DashBoard

This complementary module makes it possible to create, distribute and use dashboards to enable business decisions.

MS - Mobile Services

This complementary module makes available itmSUITE® or itmCLOUD® functionalities via native android, iOS and Windows Phone apps.

ASM - Asset and Service Management

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

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.

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.

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.

RE - Reconciliation Engine

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.

REP - Reporting Management

This module makes it possible to plan and create reports for all management environments in the itmSUITE.

SP - Sharepoint Publisher

This complementary module makes the interaction between the core CMS (Configuration Managment System) module and the portals based on Microsoft Sharepoint possible. The CMS side offers functions to totally or partially export the content of CMS, including the configuration elements and the graphic representation of the configurations (maps). Specifically, it makes it possible to publish the service catalog, including all the information contained on it and its components on a Sharepoint portal, where this information can be managed and integrated with other systems, even if they are not structured in a very flexible way and are not very powerful.

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Questions? Contacts Us: info@itmsuite.eu or call 0044 2035295682.

Documents

itmSUITE® and itmCLOUD® presentation

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