ITIL | Business Service Management Modules

The N(i)² Service Management is designed to reduce the time required to identify, track, route, and prioritize incidents, and it leverages the N(i)² CMDB for invaluable information, resulting in fast problem resolution. The modules include:

Service Desk
Incident Management
Problem Management
Change Management
Service Level Management
TaskManagement
Release Management


Service Desk is a web-based module. Its self-service functionalities permit end users to search a knowledge base and submit, update, and check requests or incidents over the Web, improving user satisfaction while reducing the volume of service calls.

Incident Management module is a comprehensive application that facilitates end-to-end service support processes. Regardless of whether an incident is reported through the Web, email, telephone, or desktop client, or whether it is triggered by an event from a network or system management application, this multi-channel customer submission interface consolidates and handles incidents from submission to final resolution.

The N(i)² CMDB enhances the incident management module by providing a knowledge base that includes ready access to common solutions, known errors, and workarounds. Efficient search tools complement the knowledge base and help support staff resolve incidents faster, often on the first call. This module:

• Manages, tracks, and assists in resolving incidents
• Keeps the requester informed
• Creates, manages and distributes solutions to incidents
• Builds a solution knowledge base
• Generates reports related to incidents for management purposes

Problem Management module enables second and third level support staff to manage problem resolution resulting from incident submissions. When it becomes clear that the root cause of a reported incident goes beyond the incident, further investigation leading to changes is required for its resolution. Support staff are well served by the tools provided with this module, which:

• Manages, tracks, and assists in resolving problems
• Keeps level 1 support staff informed of the progress
• Analyzes possible changes
• Generates reports about problems, for management purposes

Change Management module is a comprehensive application that facilitates end-to-end service delivery processes. Regardless of whether a change is initiated through a request by Web, email, telephone, or desktop client, or whether it is triggered by an event from a network or system management application, this multi-channel customer request interface consolidates and handles changes from submission to final delivery.

Service Level Management enables to proactively manage service levels from the business perspective and provide service level agreement (SLA)-compliance reporting for complex business applications in distributed environments. It covers key functional SLM requirements such as:

• The relationships of business service level requirements (SLRs) to operational requirements (OLAs).
• Flexible handling of planned downtimes and scheduled service disruptions.
• Real-time alerts and/or events on SLA breaches.

Task Management streamlines the execution of ongoing changes by controlling every step of their deployment. It assists IT managers in creating, tracking, and managing task dependencies for a controlled and orderly deployment of changes. Task Management manages and tracks individual tasks by due dates, time spent, and status.

Release Management module helps streamline the deployment of new projects by structuring and controlling the execution process. This includes standard project management features for building and managing plans, and tools for creating, tracking, and managing task dependencies for a controlled and orderly change deployment (Gantt charts and more).

Release Management features allow managing and tracking individual tasks for due dates, time spent, and status, as well as help building models of plan for repetitive use. Release Management assists in:

• Establishing change plans with pre-approved corporate guidelines.
• Adding ready to use automated change tasks functions.
• Documenting relevant information to change.