IT Service Management Tools, ITSM Software and Helpdesk Management solutions : Kovair

CUSTOMER LOGIN

Helpdesk Management

Incident Management

Problem Management

Change Management

Contact Management

Asset Management

Knowledgebase

Service Request

IT Service Management - ITSM

Kovair Global Lifecycle / IT Service Management (ITSM) Solution provides a workflow based configurable global platform for implementing IT Service Management processes distributed over multiple geographic locations and across multiple organizations accessed 24x7 over the web . Global Lifecycle/ITSM is created based on the best practice guidelines of ITIL v3. A single solution with all the required built-in applications
for ITSM brings a great advantage to organizations small to very large. The functional applications included
in the Kovair IT Service Management solutions are:

Service Request Management

The Service Request Management or Service Desk function is also known as Help Desk and Service Desk. The primary functions of the Kovair Service Request Management include managing lifecycles of all Service Requests and Keeping the customer informed of progress towards solutions or advising them on workarounds. Kovair’s Service Request Management can support different service structures whether localized or distributed globally over multiple countries. Service Request Management tasks include handling incidents and requests, as well as providing an interface for other ITSM processes.

Incident Management

The goal of Kovair’s Incident Management solution is to restore normal service operation as quickly
as possible and minimize the adverse effects on business operations. The most demanding needs
for an organization of providing support for business critical software/ hardware assets can be met by Kovair’s Incident Management. With Kovair’s automated visual task based workflow the total cycle time
of Incident resolution can be reduced considerably and streamlined for a consistent Incident response implementation.

Problem Management

The goal of Kovair’s Problem Management is to resolve the root cause of incidents and thus
to minimize the adverse impact of incidents and problems on business.

Though people sometimes get confused between Problem Management and Incident Management,
they are indeed different! The main goal of Problem Management is to determine and solve the root
cause of a problem and hence prevention of incidents; the goal of Incident Management is to
return the service to normalcy quickly, reducing the business impact.

The proactive process identifies and resolves problems before incidents occur. These activities
include trend analysis, targeting support actions and providing information to the organization created
by Kovair’s flexible reporting and dashboard features. Kovair’s process engine can automate the
workflow of problem identification and recording, problem classification and problem investigation
and diagnosis.

Change Management

The goal of Kovair’s Change Management solution is to ensure that standardized processes and
methods are used for optimal tracking and management of all changes. A change is “an event that
results in a new status of one or more configuration items (CI's) or assets”.

Kovair’s Change Management allows an IT organization to make addition, modification or removal
of CIs, implementing a Request for Change (RFC) process and even schedule for future changes as
a part of regular maintenance activities.

IT Release Management

In an IT organization with various hardware and software assets, the results of changes are the releases of the modified and enhanced versions of hardware and software. The goals of Kovair’s Release Management solution are to plan the deployment of software/ hardware; design and implement procedures for the distribution and installation of changes to IT systems. The focus of Release Management is to protect and not disrupt the production environments.

Configuration Items (CI)/ Asset Management

A Kovair Configuration item (CI) is an IT asset or a combination of IT assets that may depend on and have relationships with other IT processes e.g. Service Request, Incident, Problem and Change Management. The CIs have relation with each other as well as with other components of ITSM for a total picture of all the assets in the organization.

Kovair using its Omnibus Integration Technology allows integration with other federated CMDB tools.
This allows a distributed approach of managing large number of CIs.

Contacts Management

Though strictly not part of the ITIL, having a database of contacts built-in gives users a way to manage the individuals who originated the service requests, or incidents. By using Kovair’s Omnibus Integration Technology, external contact databases may be integrated and synchronized with this Kovair IT Service Management solution.

Accounts Management

Like the Contacts Management application, an Accounts Management application is a useful supporting application for the rest of the ITSM applications. This allows contacts to be linked with customers’ accounts for Service Request or Incident tracking and management. By using Kovair’s Omnibus Integration Technology, external CRM or similar software can be integrated with this Accounts Management Application.

Each of these applications in their own rights competes well with the traditional standalone tools from other vendors. However, these Kovair applications working together in a Single Repository provide unprecedented advantages to an IT organization to implement ITSM in the most optimal manner. Integrated Omniprocess allows for a unique process automation of each of these applications thus allowing the users to implement any standard methodology including a proprietary one.

Product Features

Kovair Global Lifecycle/ITSM is an anywhere-anytime full IT Service Management solution including all the major components required in an IT shop. The following features are available to all the built-in applications
of Kovair Global Lifecycle / ITSM.

100% Web-based

A Web architected grounds-up framework accessible through popular browsers like Internet Explorer, Firefox,
Chrome and others from anywhere anytime.

Multiple Input Methods

In Kovair Global Lifecycle, you can capture any item (Service Request, Incidents, Change Requests…) in any of the following ways:

Using Rich Text Editor in Kovair, you can open a Microsoft Word document or copy-paste a portion
of a formatted text to the Rich Text Editor.

Submit inputs from a Corporate Website or Portal

Send them by Email

Import them from Microsoft Word Document

Import them from Microsoft Excel spreadsheet

Import form a CSV file with configurable format

From any third party tools in real–time if synchronized through Kovair’s Omnibus Integration Bus

Entity Relations

Kovair IT Service Management solution has used the concept of Traceability Relations across different applications and made it a central feature for all of its built-in applications.

Kovair allows multiple types of relations including custom ones between Service Request, Incidents, Problems, Changes, Configuration Items.

Process Automation

IT Service Management solution through the capabilities of its built in Omniprocess Workflow
engine facilitates complete process automation of the built-in applications.

Reporting

IT Service Management solution can produce reports and documents of various kinds using multiple
reporting options:

HTML, enabling direct printing from the application

Export any lists to Excel for additional formatting and manipulation

Built-in Crystal Reports offer easy ways to perform custom formatting, or create your own reports

Word Reporting enables fully customizable formatting with multi-level data elements from Kovair
Global Lifecycle data repository in real time

Dashboard capability for configuring and pulishing statistical, process and trend reports from
real time data in tabular, trend or chart formats.

Integrating with other tools

Although Kovair IT Service Management solution is fairly complete in terms of the major ITSM tools, it
needs to work with various other IT tools, to make IT Services effectivel. These tools include additional
CMDB, Portfolio Management and various IT performance and monitoring tools. Kovair’s Omnibus - Integration Bus Technology allows organizations to integrate external best-of-breed tools from third party vendors with Kovair as well as with other internal tools to create a seamless ecosystem. To use Kovair’s Omnibus Integrations Technology you need Kovair’s Enterprise Solutions product. In addition Kovair’s Enterprise Solution allows organizations to create their own applications using it’s highly user friendly
drag-and-drop configurator.

Privacy Statement | Security Statement | Contact | Site map | Master Service Agreement