Gold Level Process Compliance for Incident, Problem and Request Management
Service Desk
| Features | Advantages | Benefits |
|---|---|---|
| ITIL V3 Support | Product was designed to support ITIL V3 processes. |
Implement greater levels of automation and closed-loop processes Rapidly diagnose and resolve unanticipated service problems after deployment unanticipated |
| Product was designed to support ITIL V3 processes. | Implement greater levels of automation and closed-loop processes | Rapidly diagnose and resolve unanticipated service problems after deployment unanticipated |
| OCG Gold Level Certification | This product has been awarded the Gold Level ITIL v3 Certification for Incident Management, Change Management and Request Fulfillment Management | OGC's experts assessed this product and confirmed that three different customers were in production and satisfied with its operation. |
| PinkVERIFY™ certified |
Certified as compatible with industry best practices for ITILV3. |
Pink Elephant confirms that this software meets the minimum functional criteria for Incident, Problem, Service Catalog, Service Level, Knowledge,and Request Fulfillment Management |
| Incident and Problem Management | Supports the prioritization of fixing the end user’s problem over root cause analysis | Increases service levels and employee productivity. |
| Ticket templates | Allows work order fields to be pre-populated with information found in the service request. | Saves time and reduces errors. |
| Browser based End-user interface | Provides an easy-to-access, user interface to submit tickets, view updates and search solutions. | Lowers costs by creating more self sufficient end users. |
| Searchable solutions | Provides quick access to solutions for specific service requests | Helps build the internal knowledgebase that will shorten the time to resolve problems |
| Email listener | Efficiently processes inbound emails into service requests. | Provides users an easy way to communicate with the service desk. |
| Based on leading standards-based technology | Provides a web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML. | Open architecture that integrates easily with other business applications in the enterprise. |
| Built-in Configuration Tools | Allow users to quickly and easily make changes to their workspace, user interface, workflows, reports and more. | Reduces costs by allowing users to make customizations rather than requiring programmers to get involved. |
| Extensive use of meta data | Provides a more efficient way to build, manage and report on workflows |
Allows customization and changes to be kept during upgrades to new release lowering costs. |
| Runbook Automation | Provides a more efficient way to build, manage and report on workflows | Helps automate and improve resolution of incidents |
Service Catalog
| Features | Advantages | Benefits |
|---|---|---|
| Publish IT service offerings | Provides users information about what services are available to them | Increases service levels and employee productivity. |
| Searchable service offerings | Provides quick access to service offerings | Helps shorten the time to find available services |
| Ability to provide cost information for service | Associate cost to your IT service offerings | Helps users understand costs and manage consumption |
| Service entitlement | Service catalog entries can be provided based on a group or business unit | Richer catalog with service offerings targeted to different users. |
| Flexible Offering Definition | Simple maintenance of complex catalogs | Reduces costs to deliver similar services offerings. |
| Service Definition Templates | Provides templates for common service items. | Lowers costs by speeding catalog development. |
| Job plan template | You do not have to enter the same information every time you create a work order for similar work | Lowers costs by improving re-use of information. |
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