INSITE for ITIL v3.1 Processes

1.Incident Management

INSITE's's Incident Management module enables your service desk to manage unplanned interruptions or declining quality of service by managing the lifecycle of incidents. As a result, your organization will be able to meet SLA requirements and restore service as quickly as possible.

2.Change Management

Poorly planned changes can impact business operations to the detriment of otherwise solid customer relationships. INSITE's Change Management module uses ITIL-based methods and procedures to ensure that changes to the IT infrastructure are properly planned, efficiently implemented, and prevent service disruptions to the customer.

3.Problem Management

Poorly planned changes can impact business operations to the detriment of otherwise solid customer relationships. INSITE's Change Management module uses ITIL-based methods and procedures to ensure that changes to the IT infrastructure are properly planned, efficiently implemented, and prevent service disruptions to the customer.

4.Service Asset & Configuration Management

One of the biggest IT challenges is asset management. INSITE's Service Asset and Configuration Management (SACM) system maintains the Configuration Management Database (CMDB), which stores assets and their relationships to each other. Using this logical structure, IT can more easily track issues, analyze faults, and assess change risks.

5.Request Fulfillment

IT personnel can be consumed by routine service requests, such as giving simple technical advice or handling mundane tasks such as password changes. INSITE's Request Fulfillment Management module expedites routine IT requests and handles pre-approved changes to greatly streamline IT operations.

6.Service Level Management (SLM)

INSITE's SLM oversees service contracts to ensure that customers enjoy clear communication with IT and receive the best of care throughout the lives of their service agreements. This strategic ITIL-based process enables IT to verify that customer commitments are met in a timely manner, when to escalate issues, and to how to improve service provider/customer relationships through proactive management.

7.Knowledge Management

INSITE's Knowledge Management module ensures that the accumulation of knowledge required for the efficient operation of IT services is properly stored in a Knowledge Management System that can be easily accessed, analyzed and shared.

8.Service Catalog Management

Customers of IT services need a simple means to order equipment and services. They also need a convenient means to communicate with IT. INSITE's Service Catalog Management module enables customers to easily get the services that they require and the related parts and components needed to get a job done.

9.Service Portfolio Management

While the Service Catalog contains information about an organization's currently available services, INSITE's Service Portfolio Management module maintains all past, present, and future service requirements. Leveraging INSITE's portfolio analysis capabilities, organizations can easily prioritize the value of each service offering and determine when to retire services that no longer provide strategic advantage to the business.

10.Reporting and Analytics

INSITE provides robust Reporting and Analytics and you can quickly add dashboards for information you care about and that is important to you.Whether it’s showing how much your organization contributes to the success of the organization, or if you are reporting on activity that demonstrates why a change is needed, INSITE is constantly and dynamicallycollecting the information that is important to you and your organization. Tell us what you want to see, and we will make that happen quickly for you.