Advantages
Based on ITSM/ITIL standards and suitable for both IT and non-IT industries.
Advantages of Non-IT industries
- Service center management
- Product warranty management
- Spare parts management
Incident Management
- Customer self-service portal
- Warranty management
- Service level agreement (SLA) management
- Task assignment and monitoring
Problem Management
- Problem record
- Problem investigation
- Resolution proposal
- Implementation
- Acceptance and closure
Change Management
- Ensure that the benefits and risks of all proposed changes are evaluated and all impacts are considered
- Determine the priority of changes and allocate limited resources to the changes that generate the greatest benefits based on business needs
- All changes are required to be fully tested, and each deployment includes a rollback plan to restore the state of the environment if the deployment fails
- Ensure that the configuration management system is updated to reflect the impact of the change
Configuration & Asset Management
- Configuration items (CI) are all components that need to be managed to deliver services
- Support the entire service or system (including all hardware, software, documentation and support personnel) to a single software module or minor hardware component
- Collect and maintain accurate and organized records of CIs in the environment to prevent configuration errors
- Provide effective information to facilitate employees to verify CI information on a regular basis
Service Catalog
The service catalog provides the following clear information:
- Service name
- Service description
- Service type
- Service level
- Service fee
- Service hours
- Service support
It can bring you the following benefits:
- Centralized management of requests
- Simplify the user service acquisition process
- Provide self-service
- Improve business processes
- Better control of the process
- Supply standardization
- Lower the cost
- Improve financial management
- Improve customer satisfaction
