Apia ITIL: Best Practices for Service Management Processes
Summary:
Apia ITIL seeks to improve service level and quality.
Information:
Apia ITIL is currently composed of two modules: Service Request and Incident Management. In 2018, the following modules will be released: Problem Management and Change Management.
Information Technology Infrastructure Library (ITIL) is a comprehensive and consistent set of best practices for service management that focuses on improving the quality of IT services from a business and customer perspective. It also seeks to significantly reduce management and support costs and improve service availability and performance.
Incidents and Services
The Incident Management module aims to restore the normal operation of the service in the shortest time possible according to the availability and quality agreements established with each customer. When an incident occurs, Apia ITIL allows it to be internally reported by a customer (using a specific form within the system) or by the support team once the incident once aware of the incident (level 0).
Furthermore, this module keeps effective incident records, which allows measuring and assessing the process. Each report starts a preestablished workflow with different user notification stages.
In the Service Request module it is possible for both customers and the support team to make requests. This module is used when users want to change password, backup their information or create or delete a server, for example.
Both of these processes are already available for some STATUM customers.
A new feature that has been added to Apia ITIL is mailbox customization. When a user sends, for example, an incident report or a query to the system, only users associated to a certain "owner" will be able to view it. This allows analyzing information of several clients without them being able to see the information of the others.
Upcoming Modules
The Change Management module, currently under development, aims to ensure that standardized procedures and methods are used to manage all changes. This will allow authorizing or rejecting changes, arrange the implementation of "approved changes" and manage changes quickly with the lowest risk and impact possible on the quality of service or other business processes.
The Problem Management module was developed to report incidents caused by errors in infrastructure (therefore, these incidents are registered in the system after several users report them.) The process started in this module can end with the release of a general solution. Problem Management also helps to prevent the recurrence of incidents caused by the same failure.
Apia ITIL seeks to improve service level and quality.
Information:
Apia ITIL is currently composed of two modules: Service Request and Incident Management. In 2018, the following modules will be released: Problem Management and Change Management.
Information Technology Infrastructure Library (ITIL) is a comprehensive and consistent set of best practices for service management that focuses on improving the quality of IT services from a business and customer perspective. It also seeks to significantly reduce management and support costs and improve service availability and performance.
Incidents and Services
The Incident Management module aims to restore the normal operation of the service in the shortest time possible according to the availability and quality agreements established with each customer. When an incident occurs, Apia ITIL allows it to be internally reported by a customer (using a specific form within the system) or by the support team once the incident once aware of the incident (level 0).
Furthermore, this module keeps effective incident records, which allows measuring and assessing the process. Each report starts a preestablished workflow with different user notification stages.
In the Service Request module it is possible for both customers and the support team to make requests. This module is used when users want to change password, backup their information or create or delete a server, for example.
Both of these processes are already available for some STATUM customers.
A new feature that has been added to Apia ITIL is mailbox customization. When a user sends, for example, an incident report or a query to the system, only users associated to a certain "owner" will be able to view it. This allows analyzing information of several clients without them being able to see the information of the others.
Upcoming Modules
The Change Management module, currently under development, aims to ensure that standardized procedures and methods are used to manage all changes. This will allow authorizing or rejecting changes, arrange the implementation of "approved changes" and manage changes quickly with the lowest risk and impact possible on the quality of service or other business processes.
The Problem Management module was developed to report incidents caused by errors in infrastructure (therefore, these incidents are registered in the system after several users report them.) The process started in this module can end with the release of a general solution. Problem Management also helps to prevent the recurrence of incidents caused by the same failure.
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