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Tag: ITILv3

Freshservice

Tool NameFreshservice
URLhttps://freshservice.com/
Value Proposition
Modernize IT and other business functions with a refreshingly easy-to-use, simple-to-configure IT service desk solution in the cloud.

Do you use this tool in organisation?  We want to hear from you!  Please rate how much this tool is leveraged to support the processes in your organisation. You do not need to identify the organisation.  

Please remember. It is not about the “potential capability” of the tool. You have to rate the actual usage within your organisation

Rating Guidelines:

  • 1 or 2: only a subset of processes are supported by the tool
  • 3:  The tool supports our needs. But we start observing some limitations.
  • 4: The tool supports our current and future needs.
  • 5: The tool supports our current and future needs. Integrates well with the eco-systems of other tools.

Axios

Tool NameAxios Assyst
URLhttp://www.axiossystems.com/
Value PropositionAxios gives customers the functionality they need to make IT management better—and make it easy. IT people are busy enough without losing time working on their own IT tools. That’s why Axios’s emphasis is on quick, drag-and-drop flexibility—instead of complex scripting and integrated bolt-ons. It’s easier to setup and easier to manage. You enjoy lower admin overheads and lower TCO, so you spend less time managing your IT management tools, and more time improving services and delivering new innovations.




Do you use this tool in organisation?  We want to hear from you!  Please rate how much this tool is leveraged to support the processes in your organisation. You do not need to identify the organisation.  

Please remember. It is not about the “potential capability” of the tool. You have to rate the actual usage within your organisation

Rating Guidelines:

  • 1 or 2: only a subset of processes are supported by the tool
  • 3:  The tool supports our needs. But we start observing some limitations.
  • 4: The tool supports our current and future needs.
  • 5: The tool supports our current and future needs. Integrates well with the eco-systems of other tools.

Marval

Tool NameMarval
URLhttps://www.marval.co.uk/
Value PropositionIT and service support professionals wanting to achieve operational excellence can benefit from Marval – a single-source supplier, providing value-for-money, integrated, ITIL and ISO/IEC 20000 compatible, MSM IT Service Management (ITSM), service desk and help desk software solutions, consultancy and educational services. 
No matter what the size and maturity of your organisation, Marval MSM ITSM software and services can help: drive down costs, do more with less; standardise and optimise the way you deliver services; drive ICT efficiency and effectiveness; keep customers better informed and satisfied; improve quality, control and accountability of your ICT support services and infrastructure. 

Do you use this tool in organisation?  We want to hear from you!  Please rate how much this tool is leveraged to support the processes in your organisation. You do not need to identify the organisation.  

Please remember. It is not about the “potential capability” of the tool. You have to rate the actual usage within your organisation

Rating Guidelines:

  • 1 or 2: only a subset of processes are supported by the tool
  • 3:  The tool supports our needs. But we start observing some limitations.
  • 4: The tool supports our current and future needs.
  • 5: The tool supports our current and future needs. Integrates well with the eco-systems of other tools.

Zendesk

Tool NameZendesk
URLhttps://www.zendesk.com
Value proposition Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages.

Do you use this tool in organisation?  We want to hear from you!  Please rate how much this tool is leveraged to support the processes in your organisation. You do not need to identify the organisation.  

Please remember. It is not about the “potential capability” of the tool. You have to rate the actual usage within your organisation

Rating Guidelines:

  • 1 or 2: only a subset of processes are supported by the tool
  • 3:  The tool supports our needs. But we start observing some limitations.
  • 4: The tool supports our current and future needs.
  • 5: The tool supports our current and future needs. Integrates well with the eco-systems of other tools.

Ivanti

Tool NameIvanti Service Manager
URLhttps://www.ivanti.com.au/
Value PropositionIvanti Service Manager, is affordable, flexible and complete cloud-optimised ITSM solution. Automate workflows, eliminating costly manual processes while making your business more efficient, compliant, and secure. Whether you’re looking for an IT help desk / support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Service Manager solution can easily scale and adapt to meet your specific business needs. 

Do you use this tool in organisation?  We want to hear from you!  Please rate how much this tool is leveraged to support the processes in your organisation. You do not need to identify the organisation.  

Please remember. It is not about the “potential capability” of the tool. You have to rate the actual usage within your organisation

Rating Guidelines:

  • 1 or 2: only a subset of processes are supported by the tool
  • 3:  The tool supports our needs. But we start observing some limitations.
  • 4: The tool supports our current and future needs.
  • 5: The tool supports our current and future needs. Integrates well with the eco-systems of other tools.

Cherwell

Tool NameCherwell 
URLhttps://www.cherwell.com/
Value PropositionCherwell® Service Management is a powerful ITSM service desk solution that enables  to automate and optimize ITIL processes and embrace continual service improvement. PinkVERIFY™ certified for eleven ITIL processes out of the box, Cherwell helps you deploy quickly and reduce time to value by aligning with industry best practices. 

Cherwell® Service Platform allows to automate workflows, integrate systems, and improve employee productivity for departments inside and outside the traditional boundaries of IT.  Solutions for HR, Security, PPM, and Facilities, combined with codeless configuration, provides a simple and cost-effective way to make work flow across the enterprise. 

Do you use this tool in organisation?  We want to hear from you!  Please rate how much this tool is leveraged to support the processes in your organisation. You do not need to identify the organisation.  

Please remember. It is not about the “potential capability” of the tool. You have to rate the actual usage within your organisation

Rating Guidelines:

  • 1 or 2: only a subset of processes are supported by the tool
  • 3:  The tool supports our needs. But we start observing some limitations.
  • 4: The tool supports our current and future needs.
  • 5: The tool supports our current and future needs. Integrates well with the eco-systems of other tools.

Remedy

Tool nameRemedy Force
URLhttp://www.bmcsoftware.com.au/it-solutions/remedyforce.html
Value PropositionRemedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Remedyforce is designed to remove complexity and help you quickly realize value.

Do you use this tool in organisation?  We want to hear from you!  Please rate how much this tool is leveraged to support the processes in your organisation. You do not need to identify the organisation.  

Please remember. It is not about the “potential capability” of the tool. You have to rate the actual usage within your organisation

Rating Guidelines:

  • 1 or 2: only a subset of processes are supported by the tool
  • 3:  The tool supports our needs. But we start observing some limitations.
  • 4: The tool supports our current and future needs.
  • 5: The tool supports our current and future needs. Integrates well with the eco-systems of other tools.

Continual Service Improvement (ITIL v3)

Parent Process Reference Framework:  ITIL

Continual Service Improvement

The purpose of the CSI stage of the lifecycle with changing business needs by identifying and implementing improvements to IT services that support business processes. 

The objectives of CSI are to: 

  • Review, analyse, prioritise and make recommendations on improvement opportunities across the entire ITSM lifecycle phases – strategy, design, transition and operations 
  • Review and analyse service level achievement 
  • Identify and implement specific activities to IT service quality and improve the efficiency and effectiveness of the enabling processes 
  • Improve cost effectiveness of delivering IT services 
  • Ensure applicable quality management methods are used to support continual improvement activities 
  • Ensure that processes have clearly defined objectives and measurements that lead to actionable improvements 
  • Understand what to measure, why it is being measured and what the successful outcome should be 

CSI is based on the Plan-Do-Check-Act approach. 

  • What is the vision?  
  • Where are we now?  
  • Where do we want to be?  
  • How do we get there?  
  • Did we get there?  
  • How do we keep up the momentum?  

CSI uses a 7-step process for improvement 

  • Define the objectives. 
  • Determine what to measure. 
  • Collect the data. 
  • Process the data. 
  • Analyze the data. 
  • Present and use the information. 
  • Implement improvement 

Related Frameworks

The intent of CSI can be achieved through any improvement framework like Lean, Six Sigma,  Total Quality Management. 

Continual Service Improvement’s 7-step improvement approach closely aligned with Lean Six Sigma’s  DMAIC process approach. 

Skills

SFIA’s  Business Process Improvement skill addresses the requirements of CSI.

https://www.sfia-online.org/en/framework/sfia-7/skills/strategy-architecture/business-strategy-and-planning/business-process-improvement

Certification/Training

ITIL specialist and Masters level certification can be one path way to develop the skills in Continual Service Improvement. In addition, Lean Six Sigma certification can be considered to specialise in CSI.

ITIL Training and Certification

Supplier Management (ITIL v3)

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

Supplier Management

The supplier management process ensures that suppliers and the services they provide are managed to support IT service targets and business expectations.  

It is essential that supplier management processes and planning are involved in all stages of the service lifecycle. 

The main objectives of the supplier management process are to: 

  • Obtain value for money from suppliers and contracts 
  • Ensure that contracts with suppliers are aligned to business needs 
  • Manage relationship with suppliers 
  • Manage supplier performance 
  • Negotiate and agree contracts with suppliers and manage them though their lifecycle 
  • Maintain a supplier policy and supporting supplier and contract management information system (SCIMS) 

Skills

https://www.sfia-online.org/en/framework/sfia-7/en/framework/sfia-7/skills/client-interface/relationship-management/new-supplier-management

Certification and Training

ITIL Training and Certification

Information Security Management (ITIL v3)

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

Information Security Management

The purpose of the information security management process is to align IT security with business security and ensure that the confidentiality, integrity and availability of the organisation’s assets, information, data and IT services always matches the agreed needs of the business. 

The objectives of Information Security Management are to ensure that:  

  •  Information is observed by or disclosed to only those who have a right to know (confidentiality) 
  •  Information is complete, accurate, and protected against unauthorized modification (integrity) 
  • Information is available and usable when required, and the systems that provide it can appropriately resist attacks and recover from or prevent failures (availability) 
  •  Business transactions, as well as information exchanges between enterprises or with partners, can be trusted (authenticity and non-repudiation 

Skills

SFIA Information Security skill:

https://www.sfia-online.org/en/framework/sfia-7/en/framework/sfia-7/skills/strategy-architecture/information-strategy/information-security

Certification and Training 

Information Security is a specialised area with different specialisations. 

https://en.wikipedia.org/wiki/List_of_computer_security_certifications

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