ITIL-Compliant IT Service Management (ITSM) Using ConSol*CM

IT Service Management (ITSM) in Brief
   

Service Support
 

• Service Desk – Single Point of Contact (SPOC) for the customers, receives all customer requests.
• Incident Management – Handling of incidents.
• Problem Management – Processing new and known causes of faults.
• Configuration Management – Implementation of configuration items and related maintenance activities.
• Change Management – Planning and coordinating modifications to IT systems.
• Release Management – Implements changes and plans the rollout. 
   

The pre-defined but at the same time configurable workflows and queues for service desk, incident, problem and change and release management in CM/Help deliver ITIL-compliant service support.
With the self service portal CM/Portal, customers of support, call and customer service centers dispose of a user-friendly information panel across all support areas.
In the area of configuration management, the ConSol*CM module CM/Inventory of CM/Help provides functions for managing IT items.    
  

Service Delivery
 

• Service Level Management – Document services delivered to the customer by the service provider.
• Financial Management – Transparent cost allocation; promotes efficient use of resources with the help of a cost model.
• Capacity Management – Provided capacities help ensure the requirements, such as those defined in Service Level Agreements (SLAs), are met.
• Availability Management – Defines service availability requirements and ensures these demands are met at the lowest cost possible.
• IT Service Continuity Management – Service recovery activities based on the results of risk analyses.

 
ConSol* and CM/Help facilitate ITIL-compliant service delivery by relying on defined attribute models such as categories and, in particular, priorities, and by providing preset escalations (for SLAs), anticipated completion times, reporting and the corresponding views.