IT Service Management (ITSM)

A powerful, people-centric solution that exploits emerging technologies such as AI and machine learning. When you move up to ITSM you gain:

• Predictive service management through auto-classification, assignment, and routing of incidents
• Embedded multi-cloud capabilities to broker incidents, changes, and releases across cloud providers
• Integrations with leading agile DevOps tools
• Cognitive email analysis and automated actions on behalf of the user
• Operational and deployment efficiencies via containerization

Create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

• Integrate all IT service support functions including change, asset, service level, service request, identity, and knowledge management
• Gain direct visibility into business priorities through integration with a single CMDB
• Align to ITIL® best practices with expert services, comprehensive training, and out-of-the-box ITIL processes

Bring key information to customers and support personnel, right where they need it.

• Built-in Knowledge Centered Service (KCS) to help deliver fast and accurate service and support
• Lifecycle management of knowledge articles for effective curation and up-to-date information
• Robust multi-media content for enhanced support
• External knowledge integrations to bring in multiple and disparate sources to help resolve issues

Document and coordinate activities for change requests across your entire IT landscape—from data centers to desktops.

• 40% reduction in failed changes through controlled release management
• 55% reduction in cost per change event by using automated collision detection and impact analysis
• 35% increase in process efficiency with out-of-the-box ITIL alignment
• 33% reduction in level-one ticket costs as a result of reduced help desk calls

Deliver a seamless service experience across multi-cloud environments.

• Enjoy flexible and configurable cloud-based multi-service, multi-provider incident brokering
• Collaborate effectively with service vendors to troubleshoot and resolve issues
• Tightly integrate incident, problem and change management with leading agile dev solutions
• Audit service performance capabilities to measure service integrity

Turn powerful reports into stunning dashboards quickly and easily.

• 90 out-of-the-box reports to get started quickly
• Create custom reports and dashboards
• Use the storyboard feature to create slide shows with functional report data
• Share and get insights with collaboration features
• Get automated insights based on the relevance of data

Provide complete lifecycle management of your IT assets, from procurement to end-of-life.

• Track asset depreciation over time
• Ensure compliance and avoid audit costs with software license management
• Proactively identify contract infringements and purchasing opportunities
• Know exactly where your assets are located, who's using them, and how many there are
• Use remote support and automated configuration functions for client systems (desktop, laptops, phones)

Support ITSM processes by providing a single source of reference for all your IT infrastructure and services.

• Improve user experience with a modern, persona-based UI
• Increase efficiency and stability with a single source of reference for all your IT infrastructure and services
• Reduce costs by automating tasks that previously required manual intervention
• Minimize IT risks with better understanding of change dependencies
• Enable seamless integration between support and operations processes

Define a catalog of service request types that reflect what services you offer to your internal or external customers

• Quickly gain efficiencies in the delivery and support of IT services through a self-service solution
• Provide a centralized catalog of requests (including price, service-level targets, approval rules) to automate and monitor standard requests
• Enable self-help through knowledge access to reduce the number of calls to the service desk

The tools you need to define, track, and report service levels

• Service insight: Monitor targets, performance, and compliance with dashboards for the business and IT
• Service improvement: Use trend data to proactively identify issues, prioritize based on business urgency, and track against continuous service improvement plans
• Service excellence: By automating the collection, analysis, and presentation of service level information, you can free your staff to concentrate on delivering excellent service