ITIL

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Comprehensive ITIL 2011 support

Hornbill’s IT Service Management solutions make it easy to implement ITIL processes, whether you’re looking at ITIL for the first time or have already started adopting it. Both Supportworks ITSM Enterprise (our on-premise solution) and the cloud-based myservicedesk.com are fully ITIL-compatible.

Pink Elephant Inc has certified Supportworks ITSM Enterprise in accordance with its PinkVERIFY™ 2011 program. Supportworks meets or exceeds ITIL 2011 suitability requirements for all these disciplines:

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          1      Incident Management
          2      Problem Management
          3      Knowledge Management
          4      Change Management
          5      Release and Deployment Management
          6      Service Level Management
          7      Service Portfolio Management
          8      Service Catalog Management
          9      Request Fulfillment
         10     Service Asset and Configuration Management

ITIL Processes

Incident Management

Customers can submit support requests by telephone, email, mobile or web, so they can get support wherever they need it. Service desk staff have equal flexibility: they can choose between a richly featured Windows client and a web-based interface, so they can connect wherever they are.

Problem Management

Multiple incidents often have a common root cause. Hornbill’s Problem Management capabilities help your IT professionals identify trends, reduce end-user downtime, and provide a more proactive service. Integrated Knowledge Management supports investigations, diagnoses, root cause analysis, workaround development, temporary fixes, and resolutions.

Knowledge Management 

Hornbill solutions make information available in the right place at the right time, improving efficiency and reducing the need to rediscover knowledge. The Knowledgebase is accessible from all ITIL disciplines, and can make them more effective.

Change Management

Our solutions provide a structured approach to managing change, from initial assessment through to impact analysis, scheduling, and post-implementation review.

Change templates enable certain changes to be fast-tracked and others to be made subject to authorization by a Change Advisory Board (CAB). Incidents or configuration items affected by the change can be associated with it to enable tight control and auditing of the change schedule.

Release Management

To manage infrastructure effectively, it’s vital to control change requests and manage any risks. Our solutions give service managers a single screen from which they can view and control scheduled releases, with comprehensive details about release type, risk level, status, planned rollout, and planned completion date. They can tightly control support resources and minimize the impact of releases on service availability.

Service level management

With our solutions, you get a fully configurable Service Level Agreement (SLA) engine with support for international time zones, to enable monitoring of service against SLAs. Service Level Triggers define escalation and notification options, which include a pop-up messenger, email, and text messages. This way, no request reaches a deadline without relevant support staff receiving a warning. Operational Level Agreements (OLAs) can be used to monitor third-party service providers.

Service Portfolio

Once you have mature Service Level Management and Service Catalog processes, you get visibility of the cost of service provision, and can identify current and future demand for a given service. Hornbill solutions give Service Level Managers a comprehensive set of tools with which to manage the services offered to the business and negotiate service level options with business stakeholders.

Service Catalog

Hornbill’s ITSM Service Catalog has multiple views to support different stakeholders:

  • IT staff can view the technical services catalog to understand the IT components that make up a business service.
  • Business customers can view service level options, and tailor each service to the specific needs of employees within their business unit.
  • End-users can view the services that they subscribe to, and any additional services they have been authorized to request.

Request Fulfillment

Hornbill’s ITSM solutions allow customers to raise service requests (including subscription requests) through the self-service portal. Standard business processes can be defined for service requests in order to offer consistent, measurable fulfillment. Similarly, standard sets of queries can be defined for service requests so that full requirement details can be obtained from the end-user making the request.

Logged service requests are visible within the Hornbill client, which provides a full range of request management functionality.

Service Asset and Configuration Management

Failure of a hardware item such as a server or an application such as a database service can often lead to failure of other systems and lost productivity. If service desk staff can quickly identify the services and customers affected, they can intervene immediately and can manage customers’ expectations.

Hornbill’s comprehensive Configuration Management Database (CMDB) makes that possible. It defines the IT services provided to the business and their relationships with Configuration Items (CIs). Comprehensive detail can be recorded against every CI, including technical, financial and supplier information. Our Visual Configuration Manager provides a graphical user interface for management of the CMDB, and allows the impact of a change to be assessed prior to implementation.

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