ITinvolve for Service Management™

Social Knowledge Management

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Capture key knowledge and collaborate at the right time, in the right place with the right people

• Social Object Manager gives you the single source of truth for your complex IT environment by capturing and federating knowledge as objects and relationships in one place. You can profile your IT environment and related knowledge—including unstructured content—in one place to ensure assessment, collaboration, decisions and reporting are based on shared understanding.
• Perspectives Manager provides powerful visualization to help you visually grasp and manage the complexity of your IT environments through role-based or personalized views of objects and relationships across teams.
• In-Context Collaboration allows everyone in your IT organization to engage in open, shared communications based on the objects that they are responsible for or are personally interested in, just like you might follow someone in common social media applications.
• Results Manager gives you transparency and drives accountability among employees and management by helping you monitor how IT is becoming more effective through social IT collaboration

Incident/Request Management

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Respond to incidents and requests faster and more effectively

ITinvolve provides full support for incident and request process management that you have come to expect from leading service desk solutions. This includes the ability for end-users to request help, access published knowledge, receive notifications of incident, and request status changes as well as interact with IT personnel via email and service portal communications.  But ITinvolve provides capabilities that other Service Desk products do not.

Analyze incidents to speed root-cause identification and implement fixes

Incident Analyzer automatically assesses the impacts of issues across devices, applications, business services, policies and even stakeholders. This proactive analysis helps quickly identify the right individual or team to work on the issue right away and alerts others who may have expertise to assist. This enables you to reduce the amount of time it takes to identify the root cause and implement appropriate fixes or workarounds to significantly reduce the mean-time-to-restore-service (MTTR).

Apply captured collective wisdom to incident responses and requests

Incident Lifecycle Manager helps responders from the help desk, application, infrastructure, network, and security teams resolve incidents faster and more effectively by providing a virtual meeting space where captured collective knowledge is automatically available to promote contextual collaboration across all teams and help with analysis and prioritization of incidents and resources.

Leverage service catalog and self-service capabilities

Service Catalog allows IT service and support teams to easily define, administer and publish IT services to all users, improving communication, reducing operational costs, and increasing awareness of IT service offerings.

Self Service Manager redefines how easy it is to enable end users to help themselves, providing end users with the right information at the right time to increase customer satisfaction, reduce help desk calls, and lower cost per incident.

Change Management

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Get comprehensive support to manage the entire change process

ITinvolve provides full support for change process management that you have come to expect from leading ITSM solutions. This includes the ability to create change records, define change plans, visually calendar changes and blackout dates, and manage change approval workflow across all stakeholders. But ITinvolve provides capabilities that other Change Management products do not.

Accurately assess upstream /downstream impacts and risks of changes

Change Impact Analyzer automatically identifies how a change relates to all aspects of the IT environment systems, applications, services, policies, people, physical or virtual devices, or functional areas—to help you assess the impact of a proposed change and how it will affect other systems and people before the change is made.  It ensures all key stakeholders affected by a proposed change are brought into a collaboration process to weigh in on proposed changes, ensuring Change Advisory Boards leverage all relevant expertise across their organization.

Streamline the change approval and decision making process

Change Lifecycle Manager makes the change approval process much faster and more efficient, to keep pace with both routine and emergency changes required. Ensure that effective fast, yet thorough, analysis of impacts and collaboration has occurred so you can confidently make change approval decisions online, at any time—without sacrificing anything or taking any shortcuts. Unique scheduling capabilities make sure that you’ll never assume unnecessary risks when implementing approved changes. With ITinvolve, the change approval process is collaborative, nimble, resilient and much more efficient.

Problem Management

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Leverage collective insights to understand root causes and resolve problems

Problem Lifecycle Manager helps IT members from the help desk, application, infrastructure, network, and security teams learn from old incidents faster and more effectively by providing a virtual meeting space where captured collective information is automatically available to promote in context collaboration across all teams.

You get comprehensive visibility into your IT environment and dependencies with the capability to model scenarios and test possible root-causes and their impacts. Permanent fixes are documented in the context of the recurring problem and its related objects so that IT team members can capture and access collective knowledge for use in future change and incident cycles.

Problem Lifecycle Manager enables you to:

• Identify relevant IT experts to collaborate on resolving the problem
• Model scenarios to test possible root-causes and their impact
• Speed the ability to identify potential root-causes and reduce them to the most likely cause or causes
• Ensure relevant experts can leverage one another’s Perspectives
• Reduce the need for re-learning with quick access to workarounds and permanent fixes should similar problems occur in the future