ITIL
We will be a leader in Service Management Enterprise Solutions.
Event
Management
Event processing in conjunction with event detection tools such as SMS, NMS, EMS, APM, etc.
Event registration / assigning a person in charge and automatic notification / transferring other processes such as incidents / recording event processing results
Event
Management
Meet SLAs through agile response and handling of registered incidents
Incident registration / Initial response and situation dissemination / Person in charge assignment and handling / Diagnosis and action / Action result input / Failure grade confirmation / Problem management transfer
Change
Management
Reduce change-induced downtime with change control using the standard change model
RFC registration / Impact analysis and change type determination / Change plan registration / Change approval and CAB registration / Work order management / Test result registration / Post-change evaluation
IT Operations
Management
Basic activity management and reporting activities related to maintaining IT operations.
Preventive Maintenance / Register and review weekly reports / Regular Maintenance / Register and review monthly reports /
Register and review daily reports
Request
Fulfillment
Efficiently receive and process service requests from users
Provides pre-defined Service Request Catalog / Request registration / Request approval self-payment module / Assign and transfer processing personnel / Record processing results / HTML Editor for creating requests
Problem
Management
Identify root causes of incidents and take action to prevent recurrence of incidents and provide proactive services
Register Problem / Temporary Solution – Register Solution / Prioritize resolution / Transfer and follow-up change management / Explore root cause and solution / Link to Incident Ticket
Release & Deployment
Effective handling of releases into production and control over app deployment requests
Release Request / Release Plan / Release Approval / Determine and Register Work Results / Transfer Work Results
Configuration Management
Align with change management and release management Maintain accurate CMDB configuration information
CI information registration / CI information inquiry / Change ticket linkage CMDB management / Configuration audit result registration / CMDB modernization
ITSM Expectations
EXPECTED EFFECT
Operation Process
Srandardization
Deliver embedded processes that reflect the basic requirements of ITIL v2 and v3 processes
If the right standard operating processes are defined for each organization, the designed processes can be mirrored in the system
Intuitively understand the flow of tasks in a process and see the current status of processing
Cost-Efficient
Implementation
Develop and apply efficient processes with the web-based Form Designer
100% web-based user/operator/admin screen UI for maximum user convenience
Leverage process-specific default activity and field attributes and code definitions from best practices.
Affordable for a wide range of sites, from small to large
Flexible & Easy
Extension
Continuous service improvement for service management processes highlighted in ITIL v3
Ease of application of Continuous Service Improvement (CSI) activities
Support for efficient process change management with easy WYSIWYG changes and reflections of process improvement requests
Supports standard APIs for reliable integration with 3rd party solutions, including service level management.
Easy to extend to service delivery processes
