IT Service Management
The road to better IT Services
Information Technology Service Management is a practice based in processes aiming to align the delivery of tech services with the company’s needs, emphasizing benefits for customers.
INCIDENT MANAGEMENT
Incident Management has recovering services to normal state as soon as possible in case of failure. Openser allows an effective incident management completely align to ITIL’s best practices.
SERVICE REQUEST FULFILLMENT
Service Request Management provides an official channel for users to access IT Services, facilitating provisioning and enabling new channels other than the Service Desk.
PROBLEM MANAGEMENT
According to ITSM best practices, problem management allows to identify common incident trends and relationships that enable seeking root causes and permanent solutions.
CHANGE MANAGEMENT
Badly managed changes are one of the main causes of IT Incidents. OpenSer enables the necessary mechanisms to implement change processes to avoid unnecessary operational interruptions due to changes.
CMDB
The Configuration Management Database lists all the assets related to the IT services in an organization. Through OpenSer assets can be related to incidents and requests so you can see what assets are hurting your operation the most.
SERVICE LEVEL MANAGEMENT
Through configuring work hours, OpenSer can manage service levels based in rules aligned to different areas, some groups can be set to work 24/7 while other only work 9 to 5, each group should be measured differently!
KNOWLEDGE BASE
OpenSer offers a powerful knowledge base that allows process and procedure documentation to be used during service provisioning.
ITIL COMPLIANT
OpenSer is designed to support processes aligned to ITSM best practices (ITIL), certify by Pink Elephant and their industry wide recognized “Pink Verify” program.