Solution Brief and Key Features Datasheet

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Solution Brief and Key Features Datasheet"

Transcription

1 SMART Service Desk ITIL ISO SaaS Solution Brief and Key Features Datasheet SMART Service Desk - IT Service Management Suite SMART Service Desk Service Management Solution can streamline the IT operations by automating major areas of ITIL V3 Service Operations like Incidents, Service Requests, Problems, and Service Desk Function. You can benefit from enhanced support by streamlining ITIL 2011 Service Transition processes such as Change, Release, Service Asset - Configuration, Knowledge and Service Evaluation in an integrated environment. New updated ITIL 2011 functionality has IT Asset Management (ITAM): Complete Asset Lifecycle Management, Automatic IT inventory discovery, Software Asset Management and Software Metering and Financial Management Features such as charge back, budgets and financial reporting as per your requirement. Business Benefits : Faster Implementations with SaaS approach, you can get you up and running in minutes. Reduce IT support costs through self-service and user feedback using surveys. Enhance staff productivity and consistency by automating processes, policies, procedures and tasks. Eliminate recurring incidents through embedded problem and knowledge management processes.

2 Integration available with SMART Quality Management System to meet ISO 9001 & ISO 20000:2011 requirements. Guaranteed Reduction in support Costs and Reduce Your TCO Access to all modules in an Integrated manner. Key Integrated Modules in SMART Service Desk Suite Include : Incident Management Service Request Management Problem Management System Asset & Configuration Management Service Level & Availability Management Service Catalog Management Change Management Release Management Knowledge Management Quality Management Audit Management Policies and Objectives Management Contracts Management Inventory & Parts Management Customer Self Service Workflow Engine Survey Management Dashboards Reports 2

3 Sample Screens from SMART Service Desk - New Version

4 Detailed Feature List : Based on Web Architecture. General System Functionality Compliant with ITIL:2011 best practices. Supports ISO 20000:2011 Standard. Go Live for standard package from day 1. Capable of handling non-it service requests. Provides excellent out-of-the-box business processes, forms and views in order to jump-start deployments. Supports Multiple Languages (English / French /Arabic/Spanish) & Local Calendar s. Application Automates all Service Management System (SMS) Processes. Workflow processes support as per ITIL best practices. User Personalization for (Fonts & Themes). System Supports multiple access levels for controlled access, and has ability to support many Roles. Multiple attachments can be added to tickets in all major functional areas, attachment sizes as required. Service Desk supports direct visibility into business problems. Supports Workflow Queues. Field Level Security for Data. Provides a secure historical audit log of all actions. Service Level Agreements can be defined, monitored for compliance, and tracked for performance. Distribution lists can be created to notify users and groups about an event. Adding Fields to Screen at Run-time - Field can vary depending on type of Service offered. 4

5 Executive dashboard with drill down capability. Real-time color coded management dashboards. Custom surveys can be automatically sent to users after issues are resolved. Form Customization for Service Items or Configuration by system admin users. Scalable Solution and supports multi-tenancy. Customize multiple service desks (i.e. departmental portal). Provides 24x7 access to technicians and end users through mobile apps on Androids, ios Tablets & Phones. Integration Options System synchronizes with MS Active Directory / LDAP for user login and single sign on. System has ability to integrate with Microsoft s Operations Manager & other event monitoring tools. System has ability to integrate with Microsoft s System Center Configuration Manager. Integrate with all major call center and IVR solutions. Auto ticket creation from outside Applications / Interfaces. Monitor social media data from sites such as (Twitter/Linkedin/Facebook...)to create incidents. Integrates with and SMS gateways for sending alerts and notifications to administrators and end-users. Fax Integration. Integration with Net Support Remote Control Software for all Service Desk ITIL - ITSM Functions. 5

6 End Users (Employees / Customers) can do the following : Self Service Features Create requests for Incidents, Service Requests and Change Requests. Check the status of Incidents or requests tickets in a dashboard. Add notes or comments to a request at any time until it is closed. Can create new Tasks/Work orders from within an incidents/service requests. Attach documents to an Incident or service request. Search a knowledge base for solutions and has Search capability by multiple criteria. View News, FAQ s and System Outages Information. Respond to published Surveys as part of Continual Service Improvement. Users can request parts from service catalog. Users can create a Quality Non Conformance or Improvement suggestions requests. Raise Incidents by Console or Self Service Portal. Incident Management Facilitates searching of knowledge base for similar incidents to assist in the resolution of current incident. Automatically trigger actions as per the underlying workflow when SLAs are in danger of being breached. Predefined templates for recurrent incidents. Allows creation, modification and closure of Incident records. Provides ability to input free rich text & attach multiple files for the recording of Incident descriptions and resolutions. Automates the rapid classification and recording of Incidents using templates. Assign priority, business impact, and urgency indicators to Incident records. 6

7 Supports the automated routing (alerting) of Incidents to selected support staff or groups. Customizable thresholds for automated escalation. Support cloning of Incidents. Close multiple incidents of same nature with a parent child relationship. Record service cost and amount of time worked. Provides management reports from historical Incident records. Facilitates the analysis of Incident and call data to identify trends. Generate reports on outstanding (unresolved open and overdue) Incidents. Allows closure of Incidents by utilizing customizable Incident closure codes. Provides simple and advanced search capabilities in all languages. Tool facilitates the closure of all Incidents when the associated Problem or Known Error is resolved. View any related inventory and configurations affected by the incident. Allows Incident Management to notify and assign high priority Incidents to multiple associates (Support Groups). Provides Interface that allows users to check the status of requests, frequently asked questions or view outage information. Facilitates the automatic escalation of unresolved Incidents as per predefined time intervals. Facilitate the use of knowledge base & support check lists for Incident diagnosis and Resolution. Can Change SLA/Priority of and Incident at any given time. Can Promote an Incident as a Problem. Perform remote control for client systems from admin console, while working on a incident related to client systems. Easily Copy incident resolutions to knowledge base. Full history audit for the incident life cycle. 7

8 Problem Management Facilitates the creation, modification, and closure of Problem records. Provides the ability to distinguish between a Problem and Known Error. Route and assign Problem records to pre-defined support staff or groups. Allows Impact and urgency codes to be assigned to Problem records. Facilitates progress tracking and monitoring of Problems. Escalates Problems after pre-defined thresholds of SLA s have been Breached. Facilitates the generation of customizable management reports for trend analysis. Facilitates the association and maintenance of the relationships between Incidents, Known Error records and RFCs. When a Change has been successfully implemented the closure of all linked Known Error / Problem records is automatically initiated. Allows linkage of Configuration Items in CMDB to Problem Records. Service Request Management Service requests may come through , telephone, IVR phone systems etc. Supports - following Major activities in managing Service Requests : create, view, update or cancel service request automatic/manual assignment of tickets to support staff based on availability, roster, holiday calender, leave, work load, expertise etc alert notify support staff and end users enable the user to answer a satisfaction survey before closing the request. Only if the request is completed to the satisfaction of the requester, it can be closed by the service desk Enable the end-users to search the knowledge base and to resolve the problem themselves. 8

9 Multi-level Service Request Approvals along with Active Directory Integration for Organizational Hierarchy replication in Service Desk. Support multiple tasks initiation, when one service request is raised. An Approver can nominate an Alternate Approver, without changing workflow. Send Escalation alert messages to the Support Manager on overdue tickets at any stage of the ticket life cycle, well in advance based on SLA. Integration with Service Level Management to track and ensure compliance with service level agreements (SLAs). Configurable workflow for routing work assignments as per pre-defined business rules. Work Orders or Tasks can be created and assigned for fulfilling a service request. Activity Notes can be placed in a service requests. Users can request parts and Support Staff can issue parts with real time inventory tracking. Change & Release Management Automates changes processes and supports core ITIL best practices. Change Process management. Facilitate the recording and storage of Request For Change ( RFC ). Customizable workflow features for approvals, assessment, and schedule. Evaluate change request. Plan the change with necessary roll-back plans. Monitor the change request life cycle. Capability for scheduling changes. Auto-assignment, workflow, intelligent routing. Supports Routing of RFCs to the appropriate authorization bodies like Change Advisory Board (CAB). 9 Ability to approve or reject Changes online.

10 Ability to record Risks associated with Change. Allows recording of impact assessment information such as, embedding of attachments Related to financial/business/technical reviews. Provide a interface for planning and scheduling of all tasks and personnel associated with change. Supports recording of Change schedules for build, testing, and implementation. Record back-out procedures within the Change record. Supports the planning, management and successful rollout of approved changes using Release management. System Asset & Configuration Management Asset acquisition procurement, configuration and warranty. Supports complete asset lifecycle management end to end. Ability to manage all critical assets that drive the business (IT and non-it assets). Vendor and Manufacturer profiles tracking. IT Asset Discovery - Automated hardware and software detection. Ability to discover, verify, record, and control all Configuration Items (CIs) through their entire lifecycle. Tracks all important CI Technical Attributes like Processor info, hard disks & RAM capacity. Tracks all important software information such as applications installed, service packs, updates etc for each asset. License Management. Link assets to help desk tickets. Provides a unified platform for asset and service management. View Track receipts, manuals and asset documentation. Link assets to owners/locations/departments. 10 Contract management (Annual Maintenance Contracts).

11 Support preventive and corrective maintenance. Managing inventory ownership, moves/adds/changes. Create inventories reports/graphs to analyze trends or distribution. Track invoices and service history. Purchasing requests, actions and status management. Built-in Remote Support and Extensible user interface for linking to external support desktop management applications, remote control and monitoring tools. Generates notifications for staff depend on preventive schedule. Track purchase requests information's details and link them with the related assets and vendors. Create sequential asset code series based on asset type or category. Dash board view available to view all tickets for a given asset. Assets can be assigned to any owner in their lifecycle, with historical tracking of ownership. Supports all contracts information and with alerts before contract expiration. Backup Records Management Backup Records Management - Allows you to record the backup tapes received from Operations, Network & Information Security Section to be sent to the bank in the database. Record the backup tapes received from bank in the database. Record the type of the backup has to been taken (cold backup, hot backup). Manage complete life cycle of parts. Supplier and Inventory Management Track vendor profile information for easier orders for refills or replacements or any other issues. Users can request parts via service request parts. 11

12 Support Staff can release the inventory of requested parts Multiple Store Support Complete Purchase Order Functionality Multi Currency Support Automatic Alert Notifications Alerts can be raised if inventory falls below safety stock or re-order point Ability to support barcode Tracking Support Handheld devices custom integration possible for Inventory Cycle Counting Approval Work Flow Contracts Management Keep track of Supplier Contract Details for each Configuration item. Manage any type of contracts, hardware annual maintenance agreements, software license agreements, patent, material transfer agreement, intellectual property agreement. Contract Managers, IT Managers, Project Managers, and key decision makers can access contract data from any web-browser. Link and Associate related Contracts together. Centralize and track Contracts according to your standard codes, categories, departments, locations, and more. Track contract costs and pricing information. Used to help meet contract compliance, audits, and governance, such as Sarbanes Oxley (SOX), ISO, ITIL and State and Federal Regulations. Has Ability to Import/Export data and integrate with common ODBC complaint databases and third party systems. Provides notifications for contracts, tasks, milestones, action items, and payments. Track payments and payment notifications. 12 Tracks Vendors & 3rd Party Contacts Information.

13 Supports Vendor Login to request new contracts review notes, and upload documents. Track unlimited notes/comments. Ability to have separate fields based on contract type. Ability to support, search on any field via ad-hoc searching, search results can be exported to Excel /PDF and other formats. Ability to create reports with standard Report Builder. Help System with Online user manuals, demos and video tutorials. Ability to link or copy contracts with a click of the mouse and link to previous versions to retain history. Supports workflow engine for online approvals & escalations. Ability to support Calendaring integrated with contract notifications; exporting of Calendar to MS Outlook and of i-calendaring systems. Ability to provide access to contracts via mobile phones on specific platforms. Service Level Management Features to capture information on business criticality & service level targets. Able to prioritize incidents, problems, changes based on SLA's. Link clients and staff with holidays and work schedules. Provides a stated support level provided to group of users for given business service. Provides the administrators with simple wizards to customize SLA components, without need for dealing with programming code. Ability to define and manage services with Availability Info. Define multiple support centers, business working hours & holidays. Activities are adjusted based on operating hours, accounting for nights, weekends, & Holidays. 13 Defines individual milestones; system initiates notification & escalation upon breach of SLA s.

14 Unavailability of a technician will automatically re-assign incidents, problems & service requests by sending an /sms alert to the alternate technician. Supports Escalation notification through multiple means including & sms phone text. Ability for Application Administrator to configure escalation notification process. Provides information on service target breaches. Service Catalog & Availability Management Out-of-the-box Service Catalog, that allows you to map your service offerings to the system as well as deliver, measure, and tune your services to meet the changing needs of your business. Allows you to publish your own Service Catalog for (IT/HR/Administrative/Financial) Services. Ability to record availability metrics (downtimes). Workflow process to monitor all Servers and Network Devices and proactively notify managers / support staff of upon non - availability. Define new service specific fields, that should be filled by users for service provision. Approvals for the pre-defined Services are obtained automatically, and the services are delivered and charged accordingly.as per workflow rules. Generate Knowledgebase from the solved incidents. Knowledge Management Provide knowledgebase with external documents (multiple format can be accepted), and scheduled indexing is provided. Provide clients with 24/7 access to knowledgebase. Different knowledge-base views for SD staff and end users. Automatic cross reference to similar problems, with notice at data entry. Copy existing solutions from the knowledge base to the opened incident resolutions. 14

15 File attachments and links can be added, such as screenshots, internally stored documents, and internet-based information. Items in knowledge base can be marked as FAQ s / Checklists. Search based on keyword, Boolean string or string of characters, with wild cards. Easy to cross reference solutions for re-use. Ability to inactivate records of any sort, but can still search and retrieve them. Technicians can publish solutions to a knowledge base. Continual Service Improvement Tracking Quality Management Quality Management - Allows you to track and record Improvements ideas, Non-Conformances with closed loop approach to corrective and preventive actions. Deploy industry standard quality management methodologies such like ISO 9001:2008, AS9100 and TS Manage quality policies and procedures in centralized repository. Audits Management Audits Management Plan and routinely schedule audits to improve your quality systems. Track nonconformance of suppliers and collaboratively resolve issues via web access. Survey Management Allows Delivery of Survey Invitations when an Incident or Service Request is closed. Manual Delivery of Surveys to Selected Audience. Create Multiple Different Survey Types. 15

16 Unlimited User Defined Fields for Survey Questions : Drop-down, Radio Button, Checkbox, or Text Box Fields, Required or Optional Survey Questions, Required or Optional "Additional Information" Text Boxes Survey Invitations can be send via . Allows Customizable Invitations & "Thank You" Verbiage. Provides Analysis in form of Graphical Survey Results. Built in reporting and configurable Dashboards. Reporting & Dashboards More than 150 pre-defined or canned reports in System in Multiple languages. Ability to make custom reports, without need for buying expensive reporting software s. Reports can be exported as.csv,.xls, XML, TIFF, web archive and.pdf Formats. Simplified Administration. User-friendly processes, terminology and features. Assign different views, forms to staff or group. System Administration Features Provide administrators the ability to enable/ disable Users account. Ability to support administrator role that provides for complete system access. Search database to retrieve records based on any field. notifications sent to users based on rules. Listener - To convert s to incidents. notifications sent to staff based on rules. 16 Access levels and privileges for accounts.

17 User fields/function keys to allow easy customization. Spell checker for free form text entry fields. Easy cut, copy, paste from to ticket, and easily automate ticket from s. Support attachments and URL's. Frequently asked questions (FAQ) system. Provide administrator with ability to segregate group's data based on roles. Automate business processes and build workflows. Create service-based business rules. Dynamic form creation based in required data / service. Supports both SaaS & On-premise Installed Options. Support Options Remote & Onsite Technical support is available for installation and configuration. Separate documentation manuals & computer based / video training is available online within the application. For More information please contact: AH-HA Technologies 7147 Danton Promenade Mississauga, Ontario L5N 5N7 Phone : (905) Fax : (905) Toll Free : (866) Website : Solution Website: 17

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector A unique solution for the aftermarket warranty and service operations,

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

SapphireIMS Service Desk Feature Specification

SapphireIMS Service Desk Feature Specification SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

Novo Service Desk Software

Novo Service Desk Software Product Data Sheet The Novo Service Desk has helped streamline processes, reduce costs, provide better metrics, and run a more efficient help desk Lender Processing Services Novo Service Desk Software

More information

Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price.

Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price. Comparison Document Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price. Here is a list prepared based on customer

More information

Product Data Sheet. www.intellectme.com www.it-corner.net

Product Data Sheet. www.intellectme.com www.it-corner.net www.intellectme.com www.it-corner.net help desk logos are registered trademarks of Automate your help desk and asset management and improve your business efficiency - Reduce expenditure on HW and SW by

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

SMART Service Desk is Certified by Pink Elephant for 11 ITIL Processes

SMART Service Desk is Certified by Pink Elephant for 11 ITIL Processes SMART Service Desk DATASHEET IT Service Support Management Software - ITSSM The complete modular Service Management, Governance and Risk Compliance solution SMART Service Desk is Certified by Pink Elephant

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July

More information

Service Desk Edition

Service Desk Edition Service Desk Edition isupport - Overview isupport helps you to perform functions such as creating and managing incidents, entering and searching for knowledge entries and FAQs, tracking assets, customers,

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

itop: the open-source ITSM solution

itop: the open-source ITSM solution itop: the open-source ITSM solution itop is a multi-client web portal designed for service providers and businesses. Simple and easy to use, it allows all configuration items and their relationships to

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

Request Fulfillment Management. ITG s CENTRE Service Record Screen

Request Fulfillment Management. ITG s CENTRE Service Record Screen MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? Comments: Yes. The tool facilitates; the creation of a fulfillment with a

More information

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views. DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,

More information

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

MANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records?

MANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? 2. Does the tool provide a pre-defined list of services which can be requested

More information

Proven deployments across different Industry verticals; Being used by leading brands

Proven deployments across different Industry verticals; Being used by leading brands What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation

More information

Published April 2010. Executive Summary

Published April 2010. Executive Summary Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS This document gives a feature wise comparison between the enterprise editions of ServiceDesk

More information

ManageEngine SupportCenter Plus 7.7 Edition Comparison

ManageEngine SupportCenter Plus 7.7 Edition Comparison ManageEngine SupportCenter Plus 7.7 Edition Comparison Detailed Comparison of SupportCenter Plus 7.7 Editions. Zoho Corporation Official Document. ManageEngine is a part of Zoho Corporation ( Formerly

More information

Incident Management. ITG s CENTRE Service Record Incident Screen

Incident Management. ITG s CENTRE Service Record Incident Screen 1. Does the tool facilitate the creation, modification, resolution, and closure of Incident records? Comments: Yes. The tool facilitates; the creation of an incident with unique Service Record # s, modification

More information

101 ways to use SysAid

101 ways to use SysAid 101 ways to use SysAid Keep IT simple by letting SysAid do what it does best- help you manage your IT. Print out this handy checklist of everything you can do with SysAid, and make sure you are taking

More information

Enterprise ITSM software

Enterprise ITSM software Enterprise ITSM software About vfire vfire is an Enterprise level IT Service Management Software tool developed by Alemba. As the successor to VMware s Service Manager product (formerly infraenterprise),

More information

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9. HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013

More information

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses IT Infrastructure Library (ITIL ) 1 Table of Contents Chapter I: Evaluating IT Solutions for ITIL Enablement 2 Why

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements

Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements Ability to support a 24x7 service desk operation Ability to provide workflow capabilities for efficient incident,

More information

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds. ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

More information

Attachment Y SaaS ITSM Demonstration and Scenarios

Attachment Y SaaS ITSM Demonstration and Scenarios Attachment Y SaaS ITSM Demonstration and Scenarios Demonstration and Oral Presentation Agenda In accordance with Section 1.16 of the RFP, each Presenter will be provided a 3 hour time period to discuss

More information

Alloy Navigator Express 7. Reclaim control of your Help Desk and IT inventory. Feature Highlights

Alloy Navigator Express 7. Reclaim control of your Help Desk and IT inventory. Feature Highlights PRODUCT DATASHEET Alloy Navigator Express 7 Everything you need to manage your Help Desk and IT Assets BENEFITS Arm your Help Desk personnel with the right tools to track and manage support calls, and

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

LANDesk Service Desk. Outstanding IT Service Management Made Easy

LANDesk Service Desk. Outstanding IT Service Management Made Easy LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT

More information

Task Management. JobTraQ Core Features

Task Management. JobTraQ Core Features Task Management JobTraQ automates human to human workflow and simplifies hierarchical team management of collaborative tasks. JobTraQ also ensures that the correct data is collected and displayed through

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Incident Management help topics for printing Document Release Date: December 2014 Software Release Date:

More information

Novo Customer Support Suite

Novo Customer Support Suite Since deploying the Novo Customer Support Suite. The [IT] department is running much better. In addition, hospital staff can find their own answers in the knowledge base, talking a load off IT staff. Mater

More information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address IT costs and streamline operations with IBM service request and asset management solutions. Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become

More information

A Guide to SupportDesk ITSM

A Guide to SupportDesk ITSM A Guide to SupportDesk ITSM 1 Introduction Terminology: All SupportDesk systems are built around the same default terminology. In SupportDesk ITSM, the Customer and Inventory fields have been renamed as

More information

Enterprise Grade CRM on Cloud

Enterprise Grade CRM on Cloud www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution

More information

Vistara Lifecycle Management

Vistara Lifecycle Management Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

More information

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................

More information

IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager

IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager Optimize IT Operations Process Support Business Goals CIO CEO/CFO Reliable Business Support Changes to improve IT services are

More information

Minimizing ITSM cost of entry: HP Service Anywhere

Minimizing ITSM cost of entry: HP Service Anywhere Minimizing ITSM cost of entry: HP Service Anywhere Simple. Scalable. SaaS. Ioannis Mangos Senior Business Consutant HP Software Greece & Cyprus Fundamental question: On-Premise or SaaS Key factors affecting

More information

Choosing IT Service Management Software

Choosing IT Service Management Software Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com 1 416 410 2716 1 866 364 2757 Introduction Service

More information

Choosing IT Service Management Software

Choosing IT Service Management Software Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com +1 416 410 2716 +31 23 525 6975 Introduction Service

More information

BMC Remedy IT Service Management 7.5.00 Concepts Guide

BMC Remedy IT Service Management 7.5.00 Concepts Guide BMC Remedy IT Service Management 7.5.00 Concepts Guide February 2009 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain

More information

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes.

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes. HP Service Manager HP s next-generation IT service management solution Technology for better business outcomes. IT Services Lifecycle in HP Service Manager HP Service Manager: Setting the standard for

More information

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,

More information

Client-centered Service Management

Client-centered Service Management Client-centered Service Management For mid-tier organization and MSPs Clientele ITSM delivers a complete ITSM software suite for mid-tier organizations and Managed Service Providers (MSP). Clientele ITSM

More information

Gain Control of Your IT Help Desk with Advanced Incident Management

Gain Control of Your IT Help Desk with Advanced Incident Management 01. Top 10 Reasons Why You Should Get ServiceDesk Plus 01 Gain Control of Your IT Help Desk with Advanced Incident Management Organized incident categorization with 3-tier architecture Automatic assignment

More information

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk. software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Request Management help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Request Management help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Request Management help topics for printing Document Release Date: December 2014 Software Release Date: December

More information

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012 Q&A HP Service Anywhere Simplifying ITSM Questions Asked by Webinar Attendee on December 12, 2012 Q: What are the USP's for Service Anywhere over say ServiceNow? A: Please review the information available

More information

Numara Track-It! 8.5 Reviewers Guide. Welcome to the Numara Track-It! Evaluation Guide. Page 1 of 23

Numara Track-It! 8.5 Reviewers Guide. Welcome to the Numara Track-It! Evaluation Guide. Page 1 of 23 Welcome to the Numara Track-It! Evaluation Guide Page 1 of 23 INTRODUCTION The purpose of this is to give you an overview of Numara Track-It! so you can get started using the solution right away. Keep

More information

Novo Facility Manager Supporting YOU as you support your Team

Novo Facility Manager Supporting YOU as you support your Team Product Data Sheet Novo Facility Manager Supporting YOU as you support your Team Track Equipment. Manage Maintenance. Share Knowledge. Whether you are looking for a Cloud based or In-house facility management

More information

Fixes for CrossTec ResQDesk

Fixes for CrossTec ResQDesk Fixes for CrossTec ResQDesk Fixes in CrossTec ResQDesk 5.00.0006 December 2, 2014 Resolved issue where the list of Operators on Category was not saving correctly when adding multiple Operators. Fixed issue

More information

SupportDesk ITSM: Quick Guide

SupportDesk ITSM: Quick Guide SupportDesk ITSM: Quick Guide Introduction If as part of your SupportDesk system you have purchased the ITIL-Pack you will have the functionality to handle IT Service Management as prescribed by the IT

More information

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists Incident ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident process exists Incident policies governing incident Incident urgency, impact and priority

More information

CA Service Desk On-Demand

CA Service Desk On-Demand PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.

More information

Copyright 11/1/2010 BMC Software, Inc 1

Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 2 Copyright 11/1/2010 BMC Software, Inc 3 The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE

More information

Novo Help Desk Improve efficiency for faster support!

Novo Help Desk Improve efficiency for faster support! The Novo Enterprise Help Desk has helped us improve the way the department operates and with their excellent support we have developed a system that matches our needs. I would certainly recommend Novo

More information

MARION COUNTY Information Technology. REQUEST FOR INFORMATION Integrated IT Help Desk Client Management Software Suite

MARION COUNTY Information Technology. REQUEST FOR INFORMATION Integrated IT Help Desk Client Management Software Suite MARION COUNTY Information Technology REQUEST FOR INFORMATION Integrated IT Help Desk Client Management Software Suite DATE & TIME RESPONSES ARE DUE: January 2, 2015, at 2:00 PM Envelope(s) shall be sealed

More information

Novo Help Desk Software

Novo Help Desk Software Customer Support & Knowledge Management Solutions Novo Solutions for HELP DESK MANAGEMENT What Will It Do For You? Reduce Support Staff Time: Customers/End Users can easily submit a support request through

More information

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL 1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But

More information

IBM Tivoli Asset Management for IT

IBM Tivoli Asset Management for IT Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs of IT assets with a single product installation that tracks and manages hardware, software and related

More information

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE MSM - Marval s integrated IT Service Management software, developed to meet current and future business needs MSM is an advanced, feature

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

Incident Management Edition

Incident Management Edition Incident Management Edition isupport - Overview isupport helps you to perform functions such as creating and managing incidents, entering and searching for knowledge entries and FAQs, tracking assets,

More information

Comparison Document. SupportCenter Plus Comparison Documents 1

Comparison Document. SupportCenter Plus Comparison Documents 1 Comparison Document Your Customer Support Software evaluation is not complete until you check out the comparison between different features of. Here is a list prepared based on customer queries. Comparison

More information

Feature Comparison. Help Desk. Ticket Management. Email to Ticket. Fully Customizable User Interface. Escalation Rules.

Feature Comparison. Help Desk. Ticket Management. Email to Ticket. Fully Customizable User Interface. Escalation Rules. Feature Comparison Help Desk Ticket Management Email to Ticket Fully Customizable User Interface Escalation Rules Routing Rules Granular Permission Control Customizable Survey Multiple Survey Questions

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Change Management help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Change Management help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Change Management help topics for printing Document Release Date: December 2014 Software Release Date: December

More information

Overview Application Incident Management. David Birkenbach ALM Solution Management August 2011

Overview Application Incident Management. David Birkenbach ALM Solution Management August 2011 Overview Application Incident David Birkenbach ALM Solution August 2011 How the New SAP Solution Manager Supports Business & IT SAP Solution Manager 7.1 provides: Better coverage of the complete customer

More information

Organise Your Business

Organise Your Business Organise Your Business Second CRM On Demand Customer Relationships A Functional Introduction Presentation January, 2013 Organise Your Business Second CRM On Demand Customer Relationships Designed for Small

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

HP Change Configuration and Release Management (CCRM) Solution

HP Change Configuration and Release Management (CCRM) Solution HP Change Configuration and Release Management (CCRM) Solution HP Service Manager, HP Release Control, and HP Universal CMDB For the Windows Operating System Software Version: 9.30 Concept Guide Document

More information

CA Nimsoft Service Desk

CA Nimsoft Service Desk CA Nimsoft Service Desk Rapid Workflow Implementation Guide 7.13.7 Legal Notices Copyright 2013, CA. All rights reserved. Warranty The material contained in this document is provided "as is," and is subject

More information

APPENDIX 2A.1 TO SCHEDULE 2A Revision 1

APPENDIX 2A.1 TO SCHEDULE 2A Revision 1 ATTACHMENT E APPENDIX 2A.1 TO SCHEDULE 2A Revision 1 IT SERVICE MANAGEMENT AND LIFE CYCLE MANAGEMENT TOOLS for COUNTY This is Appendix 2A.1 (IT Service Management and Life Cycle Services Tools) to the

More information

Introducing the New FaciliWorks 8i

Introducing the New FaciliWorks 8i Introducing the New FaciliWorks 8i FaciliWorks 8i Enterprise Asset Management software is the highest quality web-based software product available for the facilities maintenance marketplace. Easy to implement,

More information

Alloy Navigator Enterprise 7. Feature Highlights. ITIL based IT Asset Management and IT Service Management Solution BENEFITS PRODUCT DATASHEET

Alloy Navigator Enterprise 7. Feature Highlights. ITIL based IT Asset Management and IT Service Management Solution BENEFITS PRODUCT DATASHEET PRODUCT DATASHEET Alloy Navigator Enterprise 7 ITIL based IT Asset Management and IT Service Management Solution BENEFITS Improve performance and efficiency of your Service Desk operations Gain complete

More information

02 General Information. 03 Features. 06 Benefits.

02 General Information. 03 Features. 06 Benefits. invgate 02 General Information. 03 Features. 06 Benefits. Index. 02 General Information. Improve your IT department Managing Service Support just got easier Despite growing connectivity, data accessibility

More information

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service

More information

VOLUME 4, NUMBER 1, JANUARY 2006. Alloy Navigator 5: Robust New Service Management Solution Slated for Release

VOLUME 4, NUMBER 1, JANUARY 2006. Alloy Navigator 5: Robust New Service Management Solution Slated for Release Directions VOLUME 4, NUMBER 1, JANUARY 2006 Welcome to Directions Welcome to the January 2006 issue of Directions, Alloy Software s online customer newsletter. Let us know any topics you want to read about,

More information

LANDesk Professional Services

LANDesk Professional Services LANDesk Professional Services Service Description For G-Cloud Background Drawing upon 25 years of experience, LANDesk today is recognized as a leading provider of systems and endpoint security management,

More information

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3.

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3. LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional

More information

ManageEngine ServiceDesk Plus - MSP Training Agenda

ManageEngine ServiceDesk Plus - MSP Training Agenda ManageEngine ServiceDesk Plus - MSP Training Agenda Introduction Target Audience Who Should Attend Course Objectives Course Agenda 1. Introduction : This document outlines the training plan for ManageEngine

More information

10 Tips to Better Manage Your Service Team

10 Tips to Better Manage Your Service Team 10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk

More information

Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management

Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management Product Ficha de Data Producto Sheet Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management Product Description

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Problem Management help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Problem Management help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Problem Management help topics for printing Document Release Date: December 2014 Software Release Date: December

More information

Help Desk Software Evaluation Checklist. ServiceDesk Plus

Help Desk Software Evaluation Checklist. ServiceDesk Plus ServiceDesk Plus Help Desk Software Evaluation Checklist Your Help Desk evaluation is not complete until you check out top vendors and the price. Here is a list prepared based customer queries. www.manageengine.com

More information

ORACLE IT SERVICE MANAGEMENT SUITE

ORACLE IT SERVICE MANAGEMENT SUITE ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS

More information

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT Appendix 1c DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT DISTRIBUTION LIST Audit Team David Esling, Head of Audit Assurance, Risk

More information