ItmSUITE® - Key features - Cronologia

Francesco.bertuletti il 15:45, 26 giu 2015

2015-06-26T15:45:06Z

Francesco.bertuletti il 15:39, 26 giu 2015

2015-06-26T15:39:19Z

Francesco.bertuletti: /* Incident Management */

2015-06-26T15:32:54Z

‎Incident Management

Annalisa.apollonio il 15:21, 2 apr 2015

2015-04-02T15:21:32Z

Annalisa.apollonio: /* Service Strategy */

2015-03-30T14:54:47Z

‎Service Strategy

Annalisa.apollonio: /* Service Strategy */

2015-03-30T14:09:26Z

‎Service Strategy

Annalisa.apollonio: /* Access Management */

2015-03-30T13:29:37Z

‎Access Management

Mostra modifiche

Annalisa.apollonio: /* Demand Management */

2015-03-30T10:38:00Z

‎Demand Management

Annalisa.apollonio: /* IT Service Management */

2015-03-30T09:15:59Z

‎IT Service Management

Mostra modifiche

Annalisa.apollonio: /* IT Service Management */

2015-03-30T08:42:34Z

‎IT Service Management

@@ Riga 435: / Riga 435: @@
 === Portfolio, Programme and Project Management ===
-itmSUITE® supports the adoption of the most successful best practices and standards for Portfolio, Programme and Project Management (MoPR, MSPR, PRINCE2R, PMPR, ISO/IEC 21500). This is mainly achieved by supporting cross-practices (Management Control, Benefits Management, Financial Management, Risk Management, Organisational Governance, Resource Management) but also through the use of its distinctive features (Service Orientation and Roles Readiness, Business Rules Engine, Dashboard and Reporting Engine, Easy Integration, Codeless Customization) and more specifically in the different areas of Portfolio, Programme and Project Management as illustrated in the diagram. To find out more about the characteristics and support offered by itmSUITE® Portfolio, Programme and Project Management please select the area that you are interested in on the diagram.
+itmSUITE® supports the adoption of the most successful best practices and standards for Portfolio, Programme and Project Management (MoP®, MSP®, PRINCE2®, PMP®, ISO/IEC 21500). This is mainly achieved by supporting cross-practices (Management Control, Benefits Management, Financial Management, Risk Management, Organisational Governance, Resource Management) but also through the use of its distinctive features (Service Orientation and Roles Readiness, Business Rules Engine, Dashboard and Reporting Engine, Easy Integration, Codeless Customization) and more specifically in the different areas of Portfolio, Programme and Project Management as illustrated in the diagram. To find out more about the characteristics and support offered by itmSUITE® Portfolio, Programme and Project Management please select the area that you are interested in on the diagram.
 Main benefits deriving from the adoption of itmSUITE® :

@@ Riga 24: / Riga 24: @@
 * Financial Management for IT Service
 * Service Portfolio Management
-Main features of itmSUITE® useful in this area :
+Main features of itmSUITE® useful in this area:
 * Support for the optimal definition of the IT services and projects portfolio.
 * Effective and efficient management of IT services.
@@ Riga 344: / Riga 344: @@
 ===== Request Fulfilment =====
-You might wonder how itmSUITE ® can stand out from the crowd in a market like Request Fulfilment (or request Management) that is packed with competitors and tools. The answer lies in the product's ability to build different request management models rapidly and without compromise, the possibility to access these models in a flexible and truly intuitive way via a user portal as well as its ability to monitor and react to KPIs. All these factors make itmSUITE ® extremely efficient and a point of reference in its field.
+You might wonder how itmSUITE ® can stand out from the crowd in a market like Request Fulfilment (or Request Management) that is packed with competitors and tools. The answer lies in the product's ability to build different request management models rapidly and without compromise, the possibility to access these models in a flexible and truly intuitive way via a user portal as well as its ability to monitor and react to KPIs. All these factors make itmSUITE ® extremely efficient and a point of reference in its field.
 Main features of itmSUITE® useful in this area :

@@ Riga 212: / Riga 212: @@
 ===== Change Management =====
 Change Management was one of the first processes to be supported by itmSUITE ® and as such is now one of the most well established. Aspects of particular interest that make it stand out compared to other solutions on the market are that it offers:
-* support during the impact assessment stage with automated selection of the type of ''[[Glossary|change]]'';
+* Support during the impact assessment stage with automated selection of the type of ''[[Glossary|change]]'';
-* simple and easy creation of Change Models that automate specific Change Management processes without compromises;
+* Simple and easy creation of Change Models that automate specific Change Management processes without compromises;
-* support to the assignment and control of activities and, more generally, of all the aspects of a complex Change Management activity that falls within the ambit of Project Managment (planning, management of costs and risks, etc.)
+* Support to the assignment and control of activities and, more generally, of all the aspects of a complex Change Management activity that falls within the ambit of Project Management (planning, management of costs and risks, etc.)
 Main features of itmSUITE® useful in this area :
 * Possibility to configure the automation of processes of Change Management without compromises
@@ Riga 254: / Riga 254: @@
 ===== Service Asset & Configuration Management =====
 itmSUITE ® and, especially, the visualCMS ® module was the tool that anticipated market trends and the actual evolution of best practices. The fundamental points to bear in mind to be able to create a successful CMS (including CMDB) in line with best practice are:
-* service orientation;
+* Service orientation;
-* to start top-down and not bottom-up;
+* To start top-down and not bottom-up;
-* to begin from the stage of service design;
+* To begin from the stage of service design;
-* to concentrate on critical services;
+* To concentrate on critical services;
-* to keep manual control (tools do not know what is part of a logic service);
+* To keep manual control (tools do not know what is part of a logic service);
-* to facilitate the initial population and/or control and audit of the CMS via automatic discovery of the items of the IT Services.
+* To facilitate the initial population and/or control and audit of the CMS via automatic discovery of the items of the IT Services.
 For many years, the market has been developing tools inspired by an inverted approach, in other words the gathering of CIs (Configuration Items) via discovery and the organisation of the aforementioned in services (bottom -up approach) where the graphic aspect is primarily a marketing front but does not coincide with the usability of the solution.
@@ Riga 286: / Riga 286: @@
 ===== Knowledge Management =====
 The aim of knowledge management is to enable the sharing of ideas, experiences and information so that the most pertinent and useful ones are available to the right people at the right time. The approach that itmSUITE ® uses to support this aim is based on the following:
-* a search engine that catalogues all the information from documents through to messages and recordings (eg. incident or ''[[Glossary|change]]'') to discussions etc. This makes it possible to understand the context in which the information was generated;
+* A search engine that catalogues all the information from documents through to messages and recordings (eg. incident or ''[[Glossary|change]]'') to discussions etc. This makes it possible to understand the context in which the information was generated;
-* a system based on messages that is perfectly integrated with email systems and that is also able to provide contextual communications (eg. a message integrated with an Incident or project activity that can be traced back to the message drawer but also during a consultation about a specific Incident or project activity);
+* A system based on messages that is perfectly integrated with email systems and that is also able to provide contextual communications (eg. a message integrated with an Incident or project activity that can be traced back to the message drawer but also during a consultation about a specific Incident or project activity);
-* support for the management of discussion forums;
+* Support for the management of discussion forums;
 * an information broadcast engine that lets you manage very sophisticated publications in a simple way through the workflow;
 * Integration with social networks and communication sharing systems, and external integrations.
@@ Riga 326: / Riga 326: @@
 ===== Incident Management =====
-You might wonder how itmSUITE ® can stand out from the crowd in a market like Incident Managment that is packed with competitors and tools. The answer lies in the product's configurability which means that Incidents can be assigned to the correct solution group, and its ability to monitor and react to KPIs. Both of these factors make it extremely efficient and a point of reference in its field.
+You might wonder how itmSUITE ® can stand out from the crowd in a market like Incident Management that is packed with competitors and tools. The answer lies in the product's configurability which means that Incidents can be assigned to the correct solution group, and its ability to monitor and react to KPIs. Both of these factors make it extremely efficient and a point of reference in its field.
 Main features of itmSUITE® useful in this area :
@@ Riga 344: / Riga 344: @@
 ===== Request Fulfilment =====
-You might wonder how itmSUITE ® can stand out from the crowd in a market like Request Fulfilment (or request Management) that is packed with competitors and tools. The answer lies in the product's ability to build different request management models rapidly and without compromise, the possibility to access these models in a flexible and truly intuitive way via a user portal as well as its ability to monitor and react to KPIs. All these factors make itmSUITE ®extremely efficient and a point of reference in its field.
+You might wonder how itmSUITE ® can stand out from the crowd in a market like Request Fulfilment (or request Management) that is packed with competitors and tools. The answer lies in the product's ability to build different request management models rapidly and without compromise, the possibility to access these models in a flexible and truly intuitive way via a user portal as well as its ability to monitor and react to KPIs. All these factors make itmSUITE ® extremely efficient and a point of reference in its field.
 Main features of itmSUITE® useful in this area :
@@ Riga 416: / Riga 416: @@
 ==== Continual Service Improvement ====
 This is itmSUITE ®'s contribution to the continual service improvement stage and it is a highly significant one. In fact, itmSUITE ® supports:
-* the interactive improvement process (seven-step- improvement process);
+* The interactive improvement process (seven-step- improvement process);
-* management of the CSI (register of improvements) ;
+* Management of the CSI (register of improvements) ;
-* management of the improvement actions in response to the improvements identified;
+* Management of the improvement actions in response to the improvements identified;
-* reporting and dashboard on performances at all levels (processes, services, organisational units etc).
+* Reporting and dashboard on performances at all levels (processes, services, organisational units etc).
 Main features of itmSUITE® useful in this area :
 * Reduction in Continual Service automation times
@@ Riga 456: / Riga 456: @@
 Nowadays, itmSUITE® mainly supports the management activities needed for the delivery of Portfolios, especially:
-* management control;
+* Management control;
-* benefits management;
+* Benefits management;
-* financial management;
+* Financial management;
-* risk management;
+* Risk management;
-* stakeholder management;
+* Stakeholder management;
-* organizational governance;
+* Organizational governance;
-* resource management.
+* Resource management.
 For further details, please refer to the support of Cross Practices section. The evolution of itmSUITE® focuses primarily on the support for the portfolio definition cycle, especially on the stages of identification, categorisation, definition of the priorities and the choices that the initiatives are part of.
@@ Riga 479: / Riga 479: @@
 Above all, itmSUITE® offers full support to the management of projects that are pivotal to the programmes, therefore improving the company's ability to achieve output that is in alignment with business needs. Such output subsequently contributes to the realization of the capabilities and the benefits that on its part the programme has to cultivate. Basically, thanks to the support of cross practices, itmSUITE® makes it possible to implement the principles and aspects of IT governance that are fundamental to the success of a programme:
-* management of benefits;
+* Management of benefits;
-* planning and monitoring of the programme;
+* Planning and monitoring of the programme;
-* risk management of the programme;
+* Risk management of the programme;
-* "financial" management (budget, final balance, forecast) of the programme;
+* "Financial" management (budget, final balance, forecast) of the programme;
-* management of ''[[Glossary|changes]]'' to the programme;
+* Management of ''[[Glossary|changes]]'' to the programme;
-* management of "lessons learned".
+* Management of "lessons learned".
-Main benefits deriving from the adoprion of itmSUITE® :
+Main benefits deriving from the adoption of itmSUITE® :
 * Facilitation in the adoption and maturity of Programme Management best practice;
 * Realization of more effective ''[[Glossary|changes]]'' with a reduction in negative impacts on business-as-usual;
@@ Riga 509: / Riga 509: @@
 * Customization of processes and level of management of the project
 Main benefits deriving from the adoption of itmSUITE® :
-* Facilitates the adoption and matuuration of best practices in Project Management
+* Facilitates the adoption and maturation of best practices in Project Management
 * It can be used with any kind of project
 * Makes it easy to assign and control project tasks and to control the project overall

@@ Riga 3: / Riga 3: @@
 === IT Service Management ===
-ItmSUITE® supports the adoption of the most successful best practices and standards in IT Service Management (''[[Glossary|ITIL®]]'', [[Glossary|''ISO/IEC 20000'']]). It does so first of all by supporting the cross practices (Management Control, Benefits Management, Financial Management, Risk Management, Organisational Governance,Resource Management) and then with its distinctive features (Service Orientation and Roles Readiness,Business Rules Engine, Dashboard and Reporting Engine, Easy Integration, Codeless Customization) but also specifically in the different areas of action of IT Service management (especially in the stages of the management of the service lifecycle and specific processes).
+ItmSUITE® supports the adoption of the most successful best practices and standards in IT Service Management (''[[Glossary#I|ITIL®]]'', [[Glossary#I|''ISO/IEC 20000'']]). It does so first of all by supporting the cross practices (Management Control, Benefits Management, Financial Management, Risk Management, Organisational Governance,Resource Management) and then with its distinctive features (Service Orientation and Roles Readiness,Business Rules Engine, Dashboard and Reporting Engine, Easy Integration, Codeless Customization) but also specifically in the different areas of action of IT Service management (especially in the stages of the management of the service lifecycle and specific processes).
 [[File:IT_Service_Management.png|centre|thumb|800x800px]]
@@ Riga 34: / Riga 34: @@
 * Support for the creation and update of a portfolio for transformation initiatives that will maximise the possibility of achieving the strategies.
 * Improvement in the capacity to manage risk and therefore a higher probability of achieving desired results within a specified time limit and within budget.
-* Improvement in the ability to respond rapidly and efficiently to ''[[Glossary|change]]''.
+* Improvement in the ability to respond rapidly and efficiently to ''[[Glossary#C|change]]''.
 * Improvement in communication between service clients and suppliers so that both have a clearer vision of what has been requested and how to achieve it.
@@ Riga 55: / Riga 55: @@
 ===== Financial Management for IT Services =====
-ItmSUITE® offers an effective process for IT Financial Management and aims at making the reliable and efficient management of costs and revenues for both individual and/or aggregate projects and services possible. Projetcs can be manage d in a similar way. The unusual thing about this solution is that it also offers management possibilities for any organisation that has a manageable workflow, for example problem, ''[[Glossary|change]]'', improvement actions etc.
+ItmSUITE® offers an effective process for IT Financial Management and aims at making the reliable and efficient management of costs and revenues for both individual and/or aggregate projects and services possible. Projetcs can be manage d in a similar way. The unusual thing about this solution is that it also offers management possibilities for any organisation that has a manageable workflow, for example problem, ''[[Glossary#C|change]]'', improvement actions etc.
 itmSUITE® makes it possible to manage budgets, final balance sheets and also forecasts as well as the activities necessary for their definition (for example, the definition of final balance sheets via timesheets, the management of reimbursement expenses and the implementation of of other kinds of costs). This means that there can be flexible management of the different threads of management to adapt to the needs and levels of complexity required.
@@ Riga 68: / Riga 68: @@
 * Possibility to save "snapshots" of economic data (budgets, final balances and forecasts of services and/or projects) and to link them to control milestones that are synchronized for analysis and comparisons
 * Integrated management module of final balance that enables allocation of efforts to services and projects with a clear procedure based on real data
-* Management and visibility of costs even on single processes (eg. ''[[Glossary|change]]'', problem, etc.)
+* Management and visibility of costs even on single processes (eg. ''[[Glossary#C|change]]'', problem, etc.)
 * Powerful and flexible reporting engine
 * Possibility to define and monitor the patterns of costs and to configure automated notifications and actions (eg. reminder notice) when predefined threshold values are reached
@@ Riga 99: / Riga 99: @@
 Main features of itmSUITE® useful in this area :
-* Management of the design activities for services at all levels of complexity (eg. via projects and ''[[Glossary|change]]'');
+* Management of the design activities for services at all levels of complexity (eg. via projects and ''[[Glossary#C|change]]'');
 * Management and communication of the catalog of services;
 * Management of the availability of end-to-end services;
@@ Riga 105: / Riga 105: @@
 Main benefits deriving from the adoption of the itmSUITE® :
 * Improvement in the ability to accurately predict and manage the costs, timescales and risks associated to the Service Design stage;
-* Contributes to the increase in the number of successful ''[[Glossary|changes]]'';
+* Contributes to the increase in the number of successful ''[[Glossary#C|changes]]'';
-* Re-use of the Service Design ''[[Glossary|assets]]'' between projects and services;
+* Re-use of the Service Design ''[[Glossary#A|assets]]'' between projects and services;
 * Contributes to the reduction in time expenditure through the planning of the service.
@@ Riga 117: / Riga 117: @@
 * Integration, through simple configurations, with external tools that monitor service components;
 * Graphical representation of the end-to-end state of the services with drill-down option on components;
-* Console for visualization of messages of ''[[Glossary|changes]]'' of status of components and services with RAG (Red, Amber, Green) alerts;
+* Console for visualization of messages of ''[[Glossary#C|changes]]'' of status of components and services with RAG (Red, Amber, Green) alerts;
 * Possibility to trigger processes in response to the reaching of predetermined statuses or conditions of events or services;
 Main advantages deriving from the use of itmSUITE® :
@@ Riga 129: / Riga 129: @@
 Main features of itmSUITE® useful in this area :
 * Management of all the aspects of the overall activity that applies to the process of design (ex. planning, costs, efforts, quality, issues and risks);
-* Management of all the aspects of activity of design either as single request of a new service or as ''[[Glossary|change]]'' to a service (ex. planning, costs, efforts, quality, issues and risks);
+* Management of all the aspects of activity of design either as single request of a new service or as ''[[Glossary#C|change]]'' to a service (ex. planning, costs, efforts, quality, issues and risks);
 * Integration of the management of design activities with all the other management activities of lifecycle services;
 * Support to the realization and documentation of outputs of service design (ex. modelling from Enterprise Architecture Management standpoint) and supported especially by the CMS module;
@@ Riga 182: / Riga 182: @@
 Main features of itmSUITE® useful in this area :
-* Management of the transition activities of the services at all levels of complexity (eg. through projects or ''[[Glossary|changes]]'');
+* Management of the transition activities of the services at all levels of complexity (eg. through projects or ''[[Glossary#C|changes]]'');
 * Provides support to the introduction of structured and optimized processes of change management exactly as requested;
 * Configuration Management of both visual and end-to-end IT services;
-* ''[[Glossary|Asset management]]'' integrated with Configuration Management and all the other processes;
+* ''[[Glossary#A|Asset management]]'' integrated with Configuration Management and all the other processes;
 * Release & Deployment Management controlled and integrated with Change, Incident and Problem Management;
 * Indexing of all data and information managed regardless of its format (eg. document, record) that makes searches easier;
@@ Riga 191: / Riga 191: @@
 Main benefits deriving from the use of itmSUITE® :
 * Increased accuracy in forecasting and managing costs, time schedules and risks associated with the stage of Service Transition;
-* Higher results in successful implementation of ''[[Glossary|changes]]'';
+* Higher results in successful implementation of ''[[Glossary#C|changes]]'';
-* Re-use of the ''[[Glossary|assets]]'' of Service Transition between projects and services;
+* Re-use of the ''[[Glossary#A|assets]]'' of Service Transition between projects and services;
 * Improvement of the efficiency in carrying out the transition of the service from design to production;
 * Contribution in reducing lead times of service transition;
 * Increase in the confidence about the ability of the service to meet requirements, objectives and planned costs;
-* Better control on service ''[[Glossary|assets]]'' and configurations.
+* Better control on service ''[[Glossary#A|assets]]'' and configurations.
 ===== Transition, Planning & Support =====
-ItmSUITE® provides full support to this activity and also assures an essential contribution to all those automation areas strictly linked to it, and especially to Project Management. The process of Transition Planning & Support includes the activities performed and resources involved in services (new or ''[[Glossary|changes]]'') through all the stages of design up to that of production.
+ItmSUITE® provides full support to this activity and also assures an essential contribution to all those automation areas strictly linked to it, and especially to Project Management. The process of Transition Planning & Support includes the activities performed and resources involved in services (new or ''[[Glossary#C|changes]]'') through all the stages of design up to that of production.
 Main features of itmSUITE® useful in this area :
@@ Riga 207: / Riga 207: @@
 Main advantages from the use of itmSUITE® :
 * Improvement of the effectiveness and efficiency of the transition activities of planning and support;
-* Increase in the ability to support the ''[[Glossary|change]]'' (management of a higher number of ''[[Glossary|changes]]'' and releases);
+* Increase in the ability to support the ''[[Glossary#C|change]]'' (management of a higher number of ''[[Glossary#C|changes]]'' and releases);
-* Improved control of the integrity of the ''[[Glossary|assets]]'' during the transition stage of the services and a subsequent reduction in risk and associated negative impact.
+* Improved control of the integrity of the ''[[Glossary#A|assets]]'' during the transition stage of the services and a subsequent reduction in risk and associated negative impact.
 ===== Change Management =====

@@ Riga 32: / Riga 32: @@
 Main benefits deriving from the adoption of itmSUITE® :
 * Concrete help to clearly understand the type and level of service that will satisfy the customer and then organize the delivery of these services optimally
-* Support for the c.reation and update of a portfolio for transformation initiatives that will maximise the possibility of achieving the strategies.
+* Support for the creation and update of a portfolio for transformation initiatives that will maximise the possibility of achieving the strategies.
 * Improvement in the capacity to manage risk and therefore a higher probability of achieving desired results within a specified time limit and within budget.
 * Improvement in the ability to respond rapidly and efficiently to ''[[Glossary|change]]''.
@@ Riga 55: / Riga 55: @@
 ===== Financial Management for IT Services =====
-itmSUITE® offers an effective process for IT Financial Management and aims at making the reliable and efficient management of costs and revenues for both individual and/or aggregate projects and services possible. Projetcs can be manage d in a similar way. The unusual thing about this solution is that it also offers management possibilities for any organisation that has a manageable workflow, for example problem, ''[[Glossary|change]]'', improvement actions etc.
+ItmSUITE® offers an effective process for IT Financial Management and aims at making the reliable and efficient management of costs and revenues for both individual and/or aggregate projects and services possible. Projetcs can be manage d in a similar way. The unusual thing about this solution is that it also offers management possibilities for any organisation that has a manageable workflow, for example problem, ''[[Glossary|change]]'', improvement actions etc.
 itmSUITE® makes it possible to manage budgets, final balance sheets and also forecasts as well as the activities necessary for their definition (for example, the definition of final balance sheets via timesheets, the management of reimbursement expenses and the implementation of of other kinds of costs). This means that there can be flexible management of the different threads of management to adapt to the needs and levels of complexity required.
@@ Riga 77: / Riga 77: @@
 ===== Service Portfolio Management =====
-itmSUITE ® effectively supports the Portfolio Management of IT services.
+ItmSUITE ® effectively supports the Portfolio Management of IT services.
 Main features of itmSUITE® useful in this area :
@@ Riga 91: / Riga 91: @@
 ==== Service Design ====
-itmSUITE® supports this fundamental stage of the IT services lifecycle. Especially, the following processes:
+ItmSUITE® supports this fundamental stage of the IT services lifecycle. Especially, the following processes:
 * Design Coordination
 * Service Catalogue Management
@@ Riga 110: / Riga 110: @@
 ===== Availability Management =====
-itmSUITE®''' '''supports the visualization and comprehension of the end-to-end availability of services starting from that of their components. Monitoring of the availability of the latter is performed by tools that are not part of itmSUITE® but that can be easily integrated.
+ItmSUITE®''' '''supports the visualization and comprehension of the end-to-end availability of services starting from that of their components. Monitoring of the availability of the latter is performed by tools that are not part of itmSUITE® but that can be easily integrated.
 Main features of itmSUITE® useful in this area :
@@ Riga 125: / Riga 125: @@
 ===== Design Coordination =====
-itmSUITE® provides full support to this activity and also assures an essential contribution to all automation areas that are strictly correlated, and especially to Project Management . The process of Design Coordination includes both the design activities of services and the design of specific service requests (new or changed). In both cases, itmSUITE® is able to support the coordination action in the best way.
+ItmSUITE® provides full support to this activity and also assures an essential contribution to all automation areas that are strictly correlated, and especially to Project Management . The process of Design Coordination includes both the design activities of services and the design of specific service requests (new or changed). In both cases, itmSUITE® is able to support the coordination action in the best way.
 Main features of itmSUITE® useful in this area :
@@ Riga 141: / Riga 141: @@
 ===== Service Catalogue Management =====
-itmSUITE® fully supports the design and management of the service catalogue , whether the services are of a business or technical nature (in other words those that are not promoted as part of the business but that are necessary for the correct functioning of the other services) in line with IT Service Management best practice. The service catalogue is managed in such a way that it offers support to operational activities that will be presented to the client and also represents the core skeleton of the itmSUITE® as used for IT Service Management.
+ItmSUITE® fully supports the design and management of the service catalogue , whether the services are of a business or technical nature (in other words those that are not promoted as part of the business but that are necessary for the correct functioning of the other services) in line with IT Service Management best practice. The service catalogue is managed in such a way that it offers support to operational activities that will be presented to the client and also represents the core skeleton of the itmSUITE® as used for IT Service Management.
 Main features of itmSUITE® useful in this area :
@@ Riga 156: / Riga 156: @@
 ===== Service Level Management =====
-itmSUITE® fully supports the design and management of service level agreements with customers (Service Level Agreement or SLA), with internal service providers (Operational Level Agreement or OLA) and with suppliers (Underpinning Contract or UC). The information about service levels reached can then be made available to any organisation or on any list and in this way itmSUITE® favours real time alignment of IT with business needs.
+ItmSUITE® fully supports the design and management of service level agreements with customers (Service Level Agreement or SLA), with internal service providers (Operational Level Agreement or OLA) and with suppliers (Underpinning Contract or UC). The information about service levels reached can then be made available to any organisation or on any list and in this way itmSUITE® favours real time alignment of IT with business needs.
 Main features of itmSUITE® useful in this area :
@@ Riga 172: / Riga 172: @@
 ==== Service Transition ====
-itmSUITE ® supports the transition stage during the production of new services or ''[[Glossary|changes]]'' being made to existing IT services. Especially, the processes of:
+ItmSUITE ® supports the transition stage during the production of new services or ''[[Glossary|changes]]'' being made to existing IT services. Especially, the processes of:
 * Transition Planning & Support
 * Change Management
@@ Riga 199: / Riga 199: @@
 ===== Transition, Planning & Support =====
-itmSUITE® provides full support to this activity and also assures an essential contribution to all those automation areas strictly linked to it, and especially to Project Management. The process of Transition Planning & Support includes the activities performed and resources involved in services (new or ''[[Glossary|changes]]'') through all the stages of design up to that of production.
+ItmSUITE® provides full support to this activity and also assures an essential contribution to all those automation areas strictly linked to it, and especially to Project Management. The process of Transition Planning & Support includes the activities performed and resources involved in services (new or ''[[Glossary|changes]]'') through all the stages of design up to that of production.
 Main features of itmSUITE® useful in this area :

@@ Riga 483: / Riga 483: @@
 * risk management of the programme;
 * "financial" management (budget, final balance, forecast) of the programme;
-* management of changes to the programme;
+* management of ''[[Glossary|changes]]'' to the programme;
 * management of "lessons learned".
 Main benefits deriving from the adoprion of itmSUITE® :
 * Facilitation in the adoption and maturity of Programme Management best practice;
-* Realization of more effective changes with a reduction in negative impacts on business-as-usual;
+* Realization of more effective ''[[Glossary|changes]]'' with a reduction in negative impacts on business-as-usual;
 * Improvement in the management of risks with visibility and integration of the different levels (project, programme and portfolio);
-* Better control over changes (activities, clear responsibilities, efficient and structured monitoring of the progress);
+* Better control over ''[[Glossary|changes]]'' (activities, clear responsibilities, efficient and structured monitoring of the progress);
 * Optimization of the use of resources (management of budget, final balance and forecast with integrated approach between programme, project management and business-as-usual);
 * Improvement in the management and creation of benefits;
@@ Riga 505: / Riga 505: @@
 * Management of resource planning
 * Risk management
-* Management of project changes
+* Management of project ''[[Glossary|changes]]''
 * Management of "financial" aspects of the project (budget, final balance, forecast)
 * Customization of processes and level of management of the project
@@ Riga 514: / Riga 514: @@
 * Optimizes the use of resources and makes it easier to anticipate future problems (especially when itmSUITE is used for all the levels of management for the company transformation, in other words Project, Programme and Portfolio Management and business-as-usual)
 * Improvement in risk management
-* Improvement in controlling changes and, therefore, more flexibility
+* Improvement in controlling ''[[Glossary|changes]]'' and, therefore, more flexibility
 * Improvement in efficiency: in other words, the projects generate output that is more in line with the initial needs (for example in terms of cost, quality and delivery times)
 * Increase in end-user satisfaction with the project output
@@ Riga 525: / Riga 525: @@
 ==== Management Control ====
-<strong>Control of initiatives/processes/performances</strong>. This practice is supported by the possibility to automate the lifecycle of controls with the workflow engine, with the possibility to determine KPIs and thresholds of real-time control for processes and instances (using the Objective Calculation Engine) and trigger not only communications, but also actions and workflow. The availability of reporting and dashboard completes the package.
+Control of initiatives/processes/performances. This practice is supported by the possibility to automate the lifecycle of controls with the workflow engine, with the possibility to determine KPIs and thresholds of real-time control for processes and instances (using the Objective Calculation Engine) and trigger not only communications, but also actions and workflow. The availability of reporting and dashboard completes the package.
 ==== Benefits Management ====
-<strong>Planning and attainment of tangible benefits for the business</strong>. Despite it's fundamental importance, this activity is often forgotten: everything that is done in an organisation should lead to planned results! ItmSUITE, and psm especially, make it possible to manage benefit files and their lifecycle through workflow. In addition, there also are the capabilities of reporting and the dashboard. This is a fundamental core practice for Portfolio and Programme Management.
+Planning and attainment of tangible benefits for the business. Despite it's fundamental importance, this activity is often forgotten: everything that is done in an organisation should lead to planned results! ItmSUITE, and psm especially, make it possible to manage benefit files and their lifecycle through workflow. In addition, there also are the capabilities of reporting and the dashboard. This is a fundamental core practice for Portfolio and Programme Management.
 ==== Financial Management ====
-<strong>Financial planning, costs and revenues (for budget, final balance and forecast)</strong>. ItmSUITE, especially with psm, fully supports the overall financial management of initiatives (eg. projects, programmes, portfolios), processes or IT services but also single process requests (eg. a Change) by managing all kinds of costs (budget, final balance and forecast), so as to ensure their control (through snapshots, reporting and dashboard). To this end, specific tools for the management of timesheets and the management of travel expenses are provided.
+Financial planning, costs and revenues (for budget, final balance and forecast). ItmSUITE, especially with psm, fully supports the overall financial management of initiatives (eg. projects, programmes, portfolios), processes or IT services but also single process requests (eg. a ''[[Glossary|change]]'') by managing all kinds of costs (budget, final balance and forecast), so as to ensure their control (through snapshots, reporting and dashboard). To this end, specific tools for the management of timesheets and the management of travel expenses are provided.
 ==== Risk Management ====
-<strong>Management of risks at all levels (project/service, programme, portfolio, enterprise)</strong>. itmSUITE supports the management of risks at all levels and supports the principle of escalation. Especially, it automates the management of the lifecycle of issues and risks and lets users visualize the aggregate risk and the map of risks.
+Management of risks at all levels (project/service, programme, portfolio, enterprise). itmSUITE supports the management of risks at all levels and supports the principle of escalation. Especially, it automates the management of the lifecycle of issues and risks and lets users visualize the aggregate risk and the map of risks.
 ==== Organizational Governance ====
-<strong>Transparency on who decides what, when and how</strong>. Not only does itmSUITE allows such transparency but it actually guarantees Governance. How? Mainly by making it possible to establish processes, levels and fields of authorizations in workflows.
+Transparency on who decides what, when and how. Not only does itmSUITE allows such transparency but it actually guarantees Governance. How? Mainly by making it possible to establish processes, levels and fields of authorizations in workflows.
 ==== Resource Management ====
-<strong>Planning and management of all the different kinds of resources needed (people, infrastructures, etc.)</strong>. ItmSUITE is particularly focused on human resources. It actually makes it possible to represent and manage (to plan) the state of engagement on different project activities and Business As Usual at the same time. This is a unique characteristic of our suite that sets us apart from the competition.
+Planning and management of all the different kinds of resources needed (people, infrastructures, etc.). ItmSUITE is particularly focused on human resources. It actually makes it possible to represent and manage (to plan) the state of engagement on different project activities and Business As Usual at the same time. This is a unique characteristic of our suite that sets us apart from the competition.
 === Distinctive Features ===

@@ Riga 42: / Riga 42: @@
 Main features of itmSUITE® useful in this area :
 * Flexible and codeless management of the workflow configuration for the punctual management of requests, without compromises.
-* Multi-level and graphic support for the planning and control of the use of human resources that takes into account all the activities carried out (assistence, projects etc)
+* Multilevel and graphic support for the planning and control of the use of human resources that takes into account all the activities carried out (assistence, projects etc)
 * Real time calculations on whether the SLAs/OLAs have been achieved on time and maximum efficiency in the presentation and communication of results.
 * Extremely flexible and modular 'self service' portal for the management of all requests and notifications.
@@ Riga 122: / Riga 122: @@
 * Immediate detection of the availability of services as single components but, above all, as end-to-end too;
 * Faster response times to issues related to the availability of single component and end-to-end services;
-* Increased efficiency in response to issues on the availability of of single component and end-to-end services;
+* Increased efficiency in response to issues on the availability of single component and end-to-end services;
 ===== Design Coordination =====