IT Service Management (ITSM)-

IT Service Management (ITSM)

Module Introduction

SiCAP-IT Service Management (ITSM), based on ITIL 4, ITSS and other standards and methodologies, draws on the best practices of internationally renowned products to provide service request management, fault management, problem management, change management, release management, service catalog management, and other classic IT service management processes; provide a flexible visual process configuration engine, in the specific implementation process, just process development and enterprise business can be effectively combined with reasonable planning, making the process easy to implement; provide a service evaluation mechanism to quantitatively assess the work of IT service personnel to improve service quality; This makes the enterprise IT operation process flow and standardization, improve IT service efficiency, enhance the IT service user experience, enhance the IT service management level and value.

Feature Introduction

Classic Standardized Management Process
Covering service request management, fault management, problem management, change management, release management, service catalog management and other classic IT service management processes, out-of-the-box to meet the needs of the enterprise daily process service.
Visual Process Configuration
Powerful visual process customization configuration, according to the enterprise personalized scenarios, flexible configuration process forms and process nodes, easily meet a variety of complex process scenarios.
Quantifiable Service Evaluation System
Flexible definition of service level agreement SLA matches multiple objectives, making services quantifiable, controllable and manageable, and effectively promoting service value creation.
Knowledge Management
Provide unified management and maintenance of knowledge to help teams accumulate experience and share knowledge. Provide knowledge categorization and hierarchical management, as well as flexible knowledge retrieval and evaluation to help knowledge continuous improvement.
Self Service
Provides self-service applications for published services, supports linkage with CMDB, IAM and other modules to provide self-service for different businesses, and promotes the continuous development of enterprise IT services.
Services Automation
Apply automation tools and mechanisms to realize work scenarios such as automatic assignment, automatic creation, automatic closure and automatic delegation of work orders.
Visual Service Tracking
Full-scene visualization process tracking realizes the visualization of work order flow, work order processing time limit, and work order status, which makes the service traceable and helps to improve the service efficiency.

Module Characterization

IT service process standardization, automation, visualization and easy tracking IT service user experience is effectively improved, efficient and convenient.

IT service value can be measured and continuously improved.

The process is effectively organized and rationally planned, easy to realize and implement.

No additional coding is required to meet individual needs.

Typical Case

● One of the five wholly state-owned power generation enterprise groups

After years of information technology construction, the overall development of information technology in group companies is not only rapid but also in-depth. The continuous increase in business systems has led to increasing pressure on daily IT operation and service support. How to establish a standardized service process, improve the efficiency of operation services, enhance the satisfaction of IT services, and increase the value of IT services deserves the focus of the IT service department.

The IT process management solution of InforCube Security intelligent CA Platform (Abbreviation:SiCAP), with reference to the standard specifications of ITIL and ITSS, provides convenient IT self-service to the business departments in the form of technical service catalogs and business service catalogs, realizes the standardization and normalization of the basic service processes, guarantees that the various operation work can be carried out compliantly, efficiently, and securely, enhances the planning, organization, and controllability of the operation tasks, improves the efficiency and quality of operation services, and enhances the capability of operation service and the satisfaction degree of IT service, thus reflecting the value of the IT service department.