IT Service Management - ITSM

                  Service Request                      Incident                                 Problem                     Change

                                                Release                     Asset Discovery                     CMDB

Service Request Management

The Service Request Management or ITSM 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. An organization's most demanding needs for 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 the 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 additions, modifications 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.

IT Asset Management/CMDB

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 relationships 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 a 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 Kovair's IT Service Management tools 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 or proprietary methodology.

Product Features IT service management tools

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.

IT 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 publishing 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 can be integrated  with various other IT tools if there is a need. These tools include additional Configuration Management Database (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 service bus solution. In addition, Kovair’s enterprise solution allows organizations to create their own applications using its highly user- friendly drag-and-drop configuration.

To learn about the ITSM Cloud, view Kovair's recorded webinar "Cost-effective IT Service Management on the Cloud".