ApiaItil is composed of the following modules:
Management of Incidents
It tries to reestablish the normal operation of the service in the shortest possible time, according to the contracts of availability and quality established (SLA’s), minimizing the adverse impact in the business’ operations. Besides, it maintains efficient registers of the incidents to measure and evaluate the process, providing useful information to the other processes.
Management of Problems
It is aimed to minimize the adversity of the impact of the incidents and problems in the business, caused by errors in the infrastructure. It also helps preventing the recurrence of incidents caused by the same error. It allows finding weaknesses in the infrastructure and the root cause of the errors in a proactive way, starting the necessary correction actions (RFC’s).
Management of Changes
It makes sure that standardized procedures and methods are used for the management of all the changes, minimizing the impact of any incident that the change may provoke. It allows Authorizing or Rejecting changes, coordinating the implementation of the “approved changes” and managing the changes quickly, at an adequate cost, with the less possible risk and impact on the quality of the service and business processes.
Management of Releases
It allows protecting the environment of production and the one of the company’s services through formal procedures and approved for the release of changes. It establishes a general vision of a change in IT services, assuring that all the technical and non-technical aspects are taken into account, determining the composition and planning of a deployment together with the a Management of Changes.
Management of Configuration (CMDB)
The module of Management of Configuration is responsible for providing a logic model of the infrastructure and services, identifying, controlling, maintaining and verifying the versions of the components.
The application contains a Knowledge Base where all the incidents, changes and releases are published. This information is on-line and is of public access for the system’s clients and users. These data contain those incidents which have been reported by the clients and those which have been solved by the operators in a proactive way. In this way the support is carried out in an automatic way, without intermediaries, saving stages in the process and freeing the support staff for other tasks.
Queries and Reports
This module comprises the queries and the scenes of the system’s analysis. Apart from the facilities out-of-the-box, the user can define new queries, graphics and scenes of information analysis.