Service Utilize
Providing a solid found for effective service management
For organizations, effective service delivery depends on the establishment of standardized enterprise-wide service procedures. Without them, service desk personnel simply can’t consistently provide the right answers to user questions, and IT management can’t track and analyze incidents to spot problems or measure performance.
InfraTech Service Utilization is an ITIL-aligned solution that helps IT centralize service desk operations, implement effective incident and configuration management processes, and analyze service performance. Service Utilization includes these integrated InfraTech applications:
- Incident Management: Gives base-level service agents all the tools they need to document, capture, and update information about a customer’s reported issue, and then leverage knowledge management tools to maximize first-call resolution Automates the entire incident lifecycle, from the time it is reported through final resolution
- Configuration Management: Documents each configuration item (CI) in the IT infrastructure and provides a clear picture of CIs, their relationships, dependencies, and SLAs
- Auto Discovery: Finds and inventories all network-connected devices and software, and supplies detailed configuration information to a centralized configuration management database (CMDB)
Creating a consolidated service desk
Service Utilization brings all service desk activities together into as central repository, so the service desk and accomplish more with the same resources. Standard workflow procedures ensure consistent handling of incidents company-wide, and a centralized and the knowledge base provides service agents with the information they need to resolve problems on the first call – without involving higher-level technicians.
