Module Introduction

SiCAP-IT Service Management (ITSM), based on ITIL 4, ITSS and other standards and methodologies, draws on the best practices of internationally renowned products to provide service request management, fault management, problem management, change management, release management, service catalog management, and other classic IT service management processes; provide a flexible visual process configuration engine, in the specific implementation process, just process development and enterprise business can be effectively combined with reasonable planning, making the process easy to implement; provide a service evaluation mechanism to quantitatively assess the work of IT service personnel to improve service quality; This makes the enterprise IT operation process flow and standardization, improve IT service efficiency, enhance the IT service user experience, enhance the IT service management level and value.

Feature Introduction

• Classic Standardized Management Process

  Covering service request management, fault management, problem management, change management, release management, service catalog management and other classic IT service management processes, out-of-the-box to meet the needs of the enterprise daily process service.
• Visual Process Configuration

  Powerful visual process customization configuration, according to the enterprise personalized scenarios, flexible configuration process forms and process nodes, easily meet a variety of complex process scenarios.
• Quantifiable Service Evaluation System

  Flexible definition of service level agreement SLA matches multiple objectives, making services quantifiable, controllable and manageable, and effectively promoting service value creation.
• Knowledge Management

  Provide unified management and maintenance of knowledge to help teams accumulate experience and share knowledge. Provide knowledge categorization and hierarchical management, as well as flexible knowledge retrieval and evaluation to help knowledge continuous improvement.
• Self Service

  Provides self-service applications for published services, supports linkage with CMDB, IAM and other modules to provide self-service for different businesses, and promotes the continuous development of enterprise IT services.
• Services Automation

  Apply automation tools and mechanisms to realize work scenarios such as automatic assignment, automatic creation, automatic closure and automatic delegation of work orders.
• Visual Service Tracking

  Full-scene visualization process tracking realizes the visualization of work order flow, work order processing time limit, and work order status, which makes the service traceable and helps to improve the service efficiency.