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| (45 versioni intermedie di 2 utenti non mostrate) | |||
| Riga 3: | Riga 3: | ||
=== FM - Financial Management === | === FM - Financial Management === | ||
| − | This complementary ''[[Glossary#M|module]]'' is compatible with the SM (Service Desk and Service Management) and PM (Project and Portfolio Management) core ''[[Glossary#M|modules]]''. | + | This complementary ''[[Glossary#M|module]]'' is compatible with the ''[[Glossary#S|SM]]'' (''[[Glossary#S|Service Desk and Service Management]]'') and ''[[Glossary#P|PM]]'' (''[[Glossary#P|Project and Portfolio Management]]'') core ''[[Glossary#M|modules]]''. |
It makes it possible to manage budgets, final balance sheets and forecasts for human resources, expenses and ad hoc general expenses (for example costs relating to the purchase of hardware, software, equipment etc). | It makes it possible to manage budgets, final balance sheets and forecasts for human resources, expenses and ad hoc general expenses (for example costs relating to the purchase of hardware, software, equipment etc). | ||
| Riga 11: | Riga 11: | ||
* management of purchase contracts; | * management of purchase contracts; | ||
* management of sales contracts; | * management of sales contracts; | ||
| − | * management of ''[[Glossary#P|project]]'' budget, final balance sheets and forecasts (in conjunction with the PM ''[[Glossary#M|module]]''); | + | * management of ''[[Glossary#P|project]]'' budget, final balance sheets and forecasts (in conjunction with the ''[[Glossary#P|PM]]'' ''[[Glossary#M|module]]''); |
| − | * management of ''[[Glossary#P| | + | * management of ''[[Glossary#P|project]]'' budget, final balance sheets and forecasts (in conjunction with the ''[[Glossary#S|SM]]'' ''[[Glossary#M|module]]''); |
| − | * management of budget, final balance sheets and forecasts for individual processes (eg. ''change'', ''problem'', ''requests'' etc) (in conjunction with the SM ''[[Glossary#M|module]]''); | + | * management of budget, final balance sheets and forecasts for individual processes (eg. ''[[Glossary#C|change]]'', ''[[Glossary#P|problem]]'', ''[[Glossary#R|requests]],'' etc.) (in conjunction with the ''[[Glossary#S|SM]]'' ''[[Glossary#M|module]]''); |
| − | * pro-forma invoicing for ''[[Glossary#P|projects]]'' and/or ''[[Glossary#S|services]]'' (in conjunction with PM or | + | * pro-forma invoicing for ''[[Glossary#P|projects]]'' and/or ''[[Glossary#S|services]]'' (in conjunction with ''[[Glossary#P|PM]]'' or ''[[Glossary#S|SM]] [[Glossary#M|modules]]''). |
| − | The ''[[Glossary#M|module]]'' offers a basic reporting function that with the REP (Reporting Management) ''[[Glossary#M|module]]'' becomes unlimited. | + | The ''[[Glossary#M|module]]'' offers a basic reporting function that with the ''[[Glossary#R|REP]]'' (''[[Glossary#R|Reporting Management]]'') ''[[Glossary#M|module]]'' becomes unlimited. |
==== Related Modules ==== | ==== Related Modules ==== | ||
| − | |||
| − | |||
| − | |||
| + | {| class="wikitable" | ||
| + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | ||
| + | |||
| + | |- | ||
| + | |SM - Service Desk and Service Management || || [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|Introduction to SM]] || [[SM - Service Desk and Service Management|SM usage]] (page under construction) || [[ItmSUITE® - SM configuration|SM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |PM - Project and Portfolio Management || || [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|Introduction to PM]] || [[PM - Project and Portfolio Management|PM usage]] (page under construction) || [[ItmSUITE® - PM configuration|PM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |REP - Reporting Management || || [[ItmSUITE® - Complementary modules#REP - Reporting Management|Introduction to REP]] || [[REP - Reporting|REP usage]] || [[ItmSUITE® - REP configuration|REP configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
=== OCE - Service Level Management === | === OCE - Service Level Management === | ||
| − | This complementary ''[[Glossary#M|module]]'' is compatible with the SM (Service Desk and Service Management) and PM (Project and Portfolio Management) core ''[[Glossary#M|modules]]''. | + | This complementary ''[[Glossary#M|module]]'' is compatible with the ''[[Glossary#S|SM]]'' (''[[Glossary#S|Service Desk and Service Management]]'') and ''[[Glossary#P|PM]]'' (''[[Glossary#P|Project and Portfolio Management]]'') core ''[[Glossary#M|modules]]''. |
It makes it possible to define and control KPIs and targets that can easily be used for the service level management with customer and suppliers or internally. | It makes it possible to define and control KPIs and targets that can easily be used for the service level management with customer and suppliers or internally. | ||
| Riga 30: | Riga 40: | ||
* the definition of KPIs and targets via a graphic interface; | * the definition of KPIs and targets via a graphic interface; | ||
* near real time calculation of the indicators; | * near real time calculation of the indicators; | ||
| − | * visualisation of the indicators on lists or records of information (eg. ''incident'', ''change'', ''[[Glossary#P|projects]]''); | + | * visualisation of the indicators on lists or records of information (eg. ''[[Glossary#I|incident]]'', ''[[Glossary#C|change]]'', ''[[Glossary#P|projects]]''); |
| − | * use of the calculated indicators to trigger action, in other words the rules of business that can be freely configured in the SM (Service Desk and Service Management) ''[[Glossary#M|module]]'' or PM (Project and Portfolio Management) ''[[Glossary#M|module]]'' (for example by sending messages, opening ''[[Glossary#T|tickets]]'', changing information etc); | + | * use of the calculated indicators to trigger action, in other words the rules of business that can be freely configured in the ''[[Glossary#S|SM]]'' (''[[Glossary#S|Service Desk and Service Management]]'') ''[[Glossary#M|module]]'' or ''[[Glossary#P|PM]]'' (''[[Glossary#P|Project and Portfolio Management]]'') ''[[Glossary#M|module]]'' (for example by sending messages, opening ''[[Glossary#T|tickets]]'', changing information etc); |
* use of the calculated indicators to create reports; | * use of the calculated indicators to create reports; | ||
| − | The ''[[Glossary#M|module]]'' offers a basic reporting function that with REP (Reporting Management) ''[[Glossary#M|module]]'' becomes unlimited. | + | The ''[[Glossary#M|module]]'' offers a basic reporting function that with ''[[Glossary#R|REP]]'' (''[[Glossary#R|Reporting Management]]'') ''[[Glossary#M|module]]'' becomes unlimited. |
==== Related Modules ==== | ==== Related Modules ==== | ||
| − | |||
| − | |||
| − | |||
| − | |||
| + | {| class="wikitable" | ||
| + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | ||
| + | |||
| + | |- | ||
| + | |SM - Service Desk and Service Management || || [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|Introduction to SM]] || [[SM - Service Desk and Service Management|SM usage]] (page under construction) || [[ItmSUITE® - SM configuration|SM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |PM - Project and Portfolio Management || || [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|Introduction to PM]] || [[PM - Project and Portfolio Management|PM usage]] (page under construction) || [[ItmSUITE® - PM configuration|PM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |ASM - Asset and Service Management || || [[ItmSUITE® - Complementary modules#ASM - Asset Management|Introduction to ASM]] || [[ASM usage]] (page to build) || [[ASM configuration]] (page to build) | ||
| + | |||
| + | |- | ||
| + | |REP - Reporting Management || || [[ItmSUITE® - Complementary modules#REP - Reporting Management|Introduction to REP]] || [[REP - Reporting|REP usage]] || [[ItmSUITE® - REP configuration|REP configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
=== ASM - Asset Management === | === ASM - Asset Management === | ||
| − | This complementary ''[[Glossary#M|module]]'' requires the presence of the SM | + | This complementary ''[[Glossary#M|module]]'' requires the presence of the ''[[Glossary#S|SM]]'' (''[[Glossary#S|Service Desk and Service Management]]'') core ''[[Glossary#M|module]]''. |
Its activation makes the ''[[Glossary#C|CMS]]'' (''[[Glossary#C|Configuration Management System]]'') database ''[[Glossary#M|module]]'' available and through this, the possibility to insert and modify ''[[Glossary#A|assets]]'' (eg. hardware, software, equipment etc). | Its activation makes the ''[[Glossary#C|CMS]]'' (''[[Glossary#C|Configuration Management System]]'') database ''[[Glossary#M|module]]'' available and through this, the possibility to insert and modify ''[[Glossary#A|assets]]'' (eg. hardware, software, equipment etc). | ||
| Riga 48: | Riga 70: | ||
The typology of the ''[[Glossary#A|assets]]'' and the ''[[Glossary#A|attributes]]'' (information) which can be managed are freely definable. | The typology of the ''[[Glossary#A|assets]]'' and the ''[[Glossary#A|attributes]]'' (information) which can be managed are freely definable. | ||
| − | The ''[[Glossary#A|assets]]'' can be connected to the | + | The ''[[Glossary#A|assets]]'' can be connected to information management of the ''[[Glossary#S|SM]] ''(''[[Glossary#S|Service Desk and Service Management]]'') ''[[Glossary#M|module]]''. In this way, for example, it is possible to connect a specific ''[[Glossary#C|configuration item]]'' to an'' [[Glossary#I|incident]]'' or a ''[[Glossary#C|change]]'' or a personal endowment to a ''[[Glossary#R|resource]]''. |
| − | The ''[[Glossary#M|module]]'' offers the basic reporting function which can become unlimited by adding the | + | The ''[[Glossary#M|module]]'' offers the basic reporting function which can become unlimited by adding the ''[[Glossary#R|REP]]'' (''[[Glossary#R|Reporting Management]]'') ''[[Glossary#M|module]]''. |
==== Related Modules ==== | ==== Related Modules ==== | ||
| − | + | ||
| − | + | {| class="wikitable" | |
| + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | ||
| + | |||
| + | |- | ||
| + | |SM - Service Desk and Service Management || || [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|Introduction to SM]] || [[SM - Service Desk and Service Management|SM usage]] (page under construction) || [[ItmSUITE® - SM configuration|SM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |REP - Reporting Management || || [[ItmSUITE® - Complementary modules#REP - Reporting Management|Introduction to REP]] || [[REP - Reporting|REP usage]] || [[ItmSUITE® - REP configuration|REP configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
=== RE - Reconciliation Engine === | === RE - Reconciliation Engine === | ||
| − | This complementary ''[[Glossary#M|module]]'' requires the presence of the CMS | + | This complementary ''[[Glossary#M|module]]'' requires the presence of the ''[[Glossary#C|CMS]]'' (''[[Glossary#C|Configuration Management System]]'') core ''[[Glossary#M|module]]''. |
| − | It makes it possible to acquire information on the ''[[Glossary#C|configuration items]]'' or the ''[[Glossary#R|relationships]]'' between those that come from external systems to the itmSUITE, for example CMDB or external asset management systems or even REP systems or simple spreadsheets, and to manage their intelligent upload into the ''[[Glossary#C|CMS]]'' database via freely configurable rules. | + | It makes it possible to acquire information on the ''[[Glossary#C|configuration items]]'' or the ''[[Glossary#R|relationships]]'' between those that come from external systems to the itmSUITE, for example ''[[Glossary#C|CMDB]]'' or external asset management systems or even ''[[Glossary#R|REP]]'' systems or simple spreadsheets, and to manage their intelligent upload into the ''[[Glossary#C|CMS]]'' database via freely configurable rules. |
Especially,it allows to verify the presence of this information (via freely definable ''[[Glossary#R|reconciliation]]'' keys) and the different ways of behaviour (creating a new ''[[Glossary#C|configuration item]]'', replacing a data with up to date information, etc). | Especially,it allows to verify the presence of this information (via freely definable ''[[Glossary#R|reconciliation]]'' keys) and the different ways of behaviour (creating a new ''[[Glossary#C|configuration item]]'', replacing a data with up to date information, etc). | ||
| Riga 65: | Riga 96: | ||
New interfaces (plugin) can be created, upon request, for any external system. | New interfaces (plugin) can be created, upon request, for any external system. | ||
| − | It also goes with the ''[[Glossary|DE]]'' - ''[[Glossary|Discovery Engine]]'' core ''[[Glossary#M|module]]'' for which it offers a plugin that makes it possible to intelligently upload the information on the ''[[Glossary#C|configuration items]]'' identified by ''[[Glossary#D|DE]]'' - ''[[Glossary|Discovery Engine]]'' in the ''[[Glossary#C|CMS]]'' of itmSUITE®. | + | It also goes with the ''[[Glossary#D|DE]]'' - ''[[Glossary#D|Discovery Engine]]'' core ''[[Glossary#M|module]]'' for which it offers a plugin that makes it possible to intelligently upload the information on the ''[[Glossary#C|configuration items]]'' identified by ''[[Glossary#D|DE]]'' - ''[[Glossary#D|Discovery Engine]]'' in the ''[[Glossary#C|CMS]]'' of itmSUITE®. |
==== Related Modules ==== | ==== Related Modules ==== | ||
| − | |||
| − | |||
| + | {| class="wikitable" | ||
| + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | ||
| + | |||
| + | |- | ||
| + | |CMS - Configuration Management System || || [[ItmSUITE® - Core modules#CMS - Configuration Management System|Introduction to CMS]] || [[CMS - Configuration Management System|CMS usage]] (page under construction) || [[ItmSUITE® - CMS configuration|CMS configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |DE - Discovery Engine || || [[ItmSUITE® - Core modules#DE - Discovery Engine|Introduction to DE]] || [[DE - Discovery Engine|DE usage]] (page under construction) || [[ItmSUITE® - DE configuration|DE configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
=== SP - Sharepoint Publisher === | === SP - Sharepoint Publisher === | ||
This complementary ''[[Glossary#M|module]]'' enables interaction between the ''[[Glossary#C|CMS]]'' (''[[Glossary#C|Configuration Management System]]'') core ''[[Glossary#M|module]]'' and portals based on Microsoft Sharepoint. | This complementary ''[[Glossary#M|module]]'' enables interaction between the ''[[Glossary#C|CMS]]'' (''[[Glossary#C|Configuration Management System]]'') core ''[[Glossary#M|module]]'' and portals based on Microsoft Sharepoint. | ||
| − | The ''[[Glossary#C|CMS]]'' side offers all the functions needed to totally or partially export the CMS content, including the ''[[Glossary#C|configuration items]]'' and the graphic representation of these (maps). The Sharepoint side offers a collection of components (Web Parts) that make it possible to browse the information contained on the Sharepoint pages while maintaining all the original links between the different information. | + | The ''[[Glossary#C|CMS]]'' side offers all the functions needed to totally or partially export the ''[[Glossary#C|CMS]]'' content, including the ''[[Glossary#C|configuration items]]'' and the graphic representation of these (maps). The Sharepoint side offers a collection of components (Web Parts) that make it possible to browse the information contained on the Sharepoint pages while maintaining all the original links between the different information. |
In this way, it is possible to publish 'snapshots' of the ''[[Glossary#C|Configuration Management System]]'' at certain moments on advanced communication tools (Sharepoint) which mean structured information from the ''[[Glossary#C|CMS]]'' can be combined with non-structured information. This component is especially useful and efficient to implement a Service Catalogue according to best practices and standards of IT Service Management. | In this way, it is possible to publish 'snapshots' of the ''[[Glossary#C|Configuration Management System]]'' at certain moments on advanced communication tools (Sharepoint) which mean structured information from the ''[[Glossary#C|CMS]]'' can be combined with non-structured information. This component is especially useful and efficient to implement a Service Catalogue according to best practices and standards of IT Service Management. | ||
==== Related Modules ==== | ==== Related Modules ==== | ||
| − | + | {| class="wikitable" | |
| + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | ||
| + | |||
| + | |- | ||
| + | |CMS - Configuration Management System || || [[ItmSUITE® - Core modules#CMS - Configuration Management System|Introduction to CMS]] || [[CMS - Configuration Management System|CMS usage]] (page under construction) || [[ItmSUITE® - CMS configuration|CMS configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
=== REP - Reporting Management === | === REP - Reporting Management === | ||
| − | This complementary ''[[Glossary#M|module]]'' is based on the open source product BIRT which has a reporting designer with a drag&drop interface. It also has an engine for the execution and presentation of reports that is perfectly integrated with the other itmSUITE® ''modules''. These ''[[Glossary#M|modules]]'' already have some native reports but the REP (Reporting Management) ''[[Glossary#M|module]]'' makes it possible to integrate new ones created by the designer. | + | This complementary ''[[Glossary#M|module]]'' is based on the open source product BIRT which has a reporting designer with a drag&drop interface. It also has an engine for the execution and presentation of reports that is perfectly integrated with the other itmSUITE® ''[[Glossary#M|modules]]''. These ''[[Glossary#M|modules]]'' already have some native reports but the ''[[Glossary#R|REP]]'' (''[[Glossary#R|Reporting Management]]'') ''[[Glossary#M|module]]'' makes it possible to integrate new ones created by the designer. ''[[Glossary#R|REP]]'' ''[[Glossary#M|module]]'' is therefore an indispensable tool for ''[[Glossary#U|users]]'' who don't have reports and/or don't intend to create ones by an itmSUITE® indipendent platform. |
==== Related Modules ==== | ==== Related Modules ==== | ||
| − | + | ||
| − | + | {| class="wikitable" | |
| − | + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | |
| − | + | ||
| − | + | |- | |
| − | + | |SM - Service Desk and Service Management || || [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|Introduction to SM]] || [[SM - Service Desk and Service Management|SM usage]] (page under construction) || [[ItmSUITE® - SM configuration|SM configuration]] (page under construction) | |
| − | + | ||
| + | |- | ||
| + | |PM - Project and Portfolio Management || || [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|Introduction to PM]] || [[PM - Project and Portfolio Management|PM usage]] (page under construction) || [[ItmSUITE® - PM configuration|PM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |CMS - Configuration Management System || || [[ItmSUITE® - Core modules#CMS - Configuration Management System|Introduction to CMS]] || [[CMS - Configuration Management System|CMS usage]] (page under construction) || [[ItmSUITE® - CMS configuration|CMS configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |DE - Discovery Engine || || [[ItmSUITE® - Core modules#DE - Discovery Engine|Introduction to DE]] || [[DE - Discovery Engine|DE usage]] (page under construction) || [[ItmSUITE® - DE configuration|DE configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |FM - Financial Management || || [[ItmSUITE® - Complementary modules#FM - Financial Management|Introduction to FM]] || [[FM - Financial Management|FM usage]] (page under construction) || [[FM configuration]] (page to build) | ||
| + | |||
| + | |- | ||
| + | |OCE - Service Level Management || || [[ItmSUITE® - Complementary modules#OCE - Service Level Management|Introduction to OCE]] || [[OCE - Service Level Management|OCE usage]] (page under construction) || [[ItmSUITE® - OCE configuration|OCE configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |ASM - Asset and Service Management || || [[ItmSUITE® - Complementary modules#ASM - Asset Management|Introduction to ASM]] || [[ASM usage]] (page to build) || [[ASM configuration]] (page to build) | ||
| + | |||
| + | |} | ||
=== EEM - External Event Management === | === EEM - External Event Management === | ||
| Riga 98: | Riga 162: | ||
For this reason, the architecture of itmSUITE® is specifically designed to manage the integration of the system. | For this reason, the architecture of itmSUITE® is specifically designed to manage the integration of the system. | ||
| − | Especially, there is an internal bus for integration | + | Especially, there is an internal bus for integration among all the ''[[Glossary#M|modules]]'' (MB - message Bus) which is included with the purchase of any core ''[[Glossary#M|module]]'' and the ''[[Glossary#E|EEM]]'' (''[[Glossary#E|External Event Management]]'') ''[[Glossary#M|module]]''. The latter is set up for dialogue with external systems, and this can take place via mail or web services. |
| − | The EEM parser interprets the messages that arrive and activates the processes that have to deal with them thanks to the business rule management components (known as Action Engine) of the various itmSUITE® ''[[Glossary#M|modules]]''. The integration by itmSUITE® towards external systems is generally through the latter, Action Engine, where are configured triggers and steps to be performed on external systems that expose ''[[Glossary#S|services]]'' for this purpose. | + | The ''[[Glossary#E|EEM]]'' parser interprets the messages that arrive and activates the processes that have to deal with them thanks to the business rule management components (known as Action Engine) of the various itmSUITE® ''[[Glossary#M|modules]]''. The integration by itmSUITE® towards external systems is generally through the latter, Action Engine, where are configured triggers and steps to be performed on external systems that expose ''[[Glossary#S|services]]'' for this purpose. |
Typical examples of integration are as follows: | Typical examples of integration are as follows: | ||
| − | * Opening or update of ''Incident'' and/or ''Change ''based on notifications coming from the monitoring system (eg. disservice or a server back in ''[[Glossary#S|service]]''); | + | * Opening or update of ''[[Glossary#I|Incident]]'' and/or ''[[Glossary#C|Change]] ''based on notifications coming from the monitoring system (eg. disservice or a server back in ''[[Glossary#S|service]]''); |
| − | * Opening or update of ''Incident'', ''Change'' or'' Problem'' based on notifications coming from the systems that manage external ''tickets''. | + | * Opening or update of ''[[Glossary#I|Incident]]'', ''[[Glossary#C|Change]]'' or'' [[Glossary#P|Problem]]'' based on notifications coming from the systems that manage external ''[[Glossary#T|tickets]]''. |
| − | The integration with LDAP and Active Directory is managed by the itmSUITE® core ''[[Glossary#M|modules]]'' and doesn't require the installation of the EEM component. | + | The integration with LDAP and Active Directory is managed by the itmSUITE® core ''[[Glossary#M|modules]]'' and doesn't require the installation of the ''[[Glossary#E|EEM]]'' component. |
==== Related Modules ==== | ==== Related Modules ==== | ||
| − | + | ||
| − | + | {| class="wikitable" | |
| − | + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | |
| + | |||
| + | |- | ||
| + | |SM - Service Desk and Service Management || || [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|Introduction to SM]] || [[SM - Service Desk and Service Management|SM usage]] (page under construction) || [[ItmSUITE® - SM configuration|SM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |PM - Project and Portfolio Management || || [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|Introduction to PM]] || [[PM - Project and Portfolio Management|PM usage]] (page under construction) || [[ItmSUITE® - PM configuration|PM configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |CMS - Configuration Management System || || [[ItmSUITE® - Core modules#CMS - Configuration Management System|Introduction to CMS]] || [[CMS - Configuration Management System|CMS usage]] (page under construction) || [[ItmSUITE® - CMS configuration|CMS configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
Versione attuale delle 10:09, 1 apr 2015
Indice
Complementary modules
This section illustrates the complementary modules of itmSUITE®.
FM - Financial Management
This complementary module is compatible with the SM (Service Desk and Service Management) and PM (Project and Portfolio Management) core modules.
It makes it possible to manage budgets, final balance sheets and forecasts for human resources, expenses and ad hoc general expenses (for example costs relating to the purchase of hardware, software, equipment etc).
At a high level, the main functions that this module offers are as follows:
- management of timesheets and expenses;
- management of purchase contracts;
- management of sales contracts;
- management of project budget, final balance sheets and forecasts (in conjunction with the PM module);
- management of project budget, final balance sheets and forecasts (in conjunction with the SM module);
- management of budget, final balance sheets and forecasts for individual processes (eg. change, problem, requests, etc.) (in conjunction with the SM module);
- pro-forma invoicing for projects and/or services (in conjunction with PM or SM modules).
The module offers a basic reporting function that with the REP (Reporting Management) module becomes unlimited.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| SM - Service Desk and Service Management | Introduction to SM | SM usage (page under construction) | SM configuration (page under construction) | |
| PM - Project and Portfolio Management | Introduction to PM | PM usage (page under construction) | PM configuration (page under construction) | |
| REP - Reporting Management | Introduction to REP | REP usage | REP configuration (page under construction) |
OCE - Service Level Management
This complementary module is compatible with the SM (Service Desk and Service Management) and PM (Project and Portfolio Management) core modules.
It makes it possible to define and control KPIs and targets that can easily be used for the service level management with customer and suppliers or internally.
At a high level, the main functions that this module offers are as follows:
- the definition of KPIs and targets via a graphic interface;
- near real time calculation of the indicators;
- visualisation of the indicators on lists or records of information (eg. incident, change, projects);
- use of the calculated indicators to trigger action, in other words the rules of business that can be freely configured in the SM (Service Desk and Service Management) module or PM (Project and Portfolio Management) module (for example by sending messages, opening tickets, changing information etc);
- use of the calculated indicators to create reports;
The module offers a basic reporting function that with REP (Reporting Management) module becomes unlimited.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| SM - Service Desk and Service Management | Introduction to SM | SM usage (page under construction) | SM configuration (page under construction) | |
| PM - Project and Portfolio Management | Introduction to PM | PM usage (page under construction) | PM configuration (page under construction) | |
| ASM - Asset and Service Management | Introduction to ASM | ASM usage (page to build) | ASM configuration (page to build) | |
| REP - Reporting Management | Introduction to REP | REP usage | REP configuration (page under construction) |
ASM - Asset Management
This complementary module requires the presence of the SM (Service Desk and Service Management) core module.
Its activation makes the CMS (Configuration Management System) database module available and through this, the possibility to insert and modify assets (eg. hardware, software, equipment etc).
The typology of the assets and the attributes (information) which can be managed are freely definable.
The assets can be connected to information management of the SM (Service Desk and Service Management) module. In this way, for example, it is possible to connect a specific configuration item to an incident or a change or a personal endowment to a resource.
The module offers the basic reporting function which can become unlimited by adding the REP (Reporting Management) module.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| SM - Service Desk and Service Management | Introduction to SM | SM usage (page under construction) | SM configuration (page under construction) | |
| REP - Reporting Management | Introduction to REP | REP usage | REP configuration (page under construction) |
RE - Reconciliation Engine
This complementary module requires the presence of the CMS (Configuration Management System) core module.
It makes it possible to acquire information on the configuration items or the relationships between those that come from external systems to the itmSUITE, for example CMDB or external asset management systems or even REP systems or simple spreadsheets, and to manage their intelligent upload into the CMS database via freely configurable rules.
Especially,it allows to verify the presence of this information (via freely definable reconciliation keys) and the different ways of behaviour (creating a new configuration item, replacing a data with up to date information, etc).
New interfaces (plugin) can be created, upon request, for any external system.
It also goes with the DE - Discovery Engine core module for which it offers a plugin that makes it possible to intelligently upload the information on the configuration items identified by DE - Discovery Engine in the CMS of itmSUITE®.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| CMS - Configuration Management System | Introduction to CMS | CMS usage (page under construction) | CMS configuration (page under construction) | |
| DE - Discovery Engine | Introduction to DE | DE usage (page under construction) | DE configuration (page under construction) |
This complementary module enables interaction between the CMS (Configuration Management System) core module and portals based on Microsoft Sharepoint.
The CMS side offers all the functions needed to totally or partially export the CMS content, including the configuration items and the graphic representation of these (maps). The Sharepoint side offers a collection of components (Web Parts) that make it possible to browse the information contained on the Sharepoint pages while maintaining all the original links between the different information.
In this way, it is possible to publish 'snapshots' of the Configuration Management System at certain moments on advanced communication tools (Sharepoint) which mean structured information from the CMS can be combined with non-structured information. This component is especially useful and efficient to implement a Service Catalogue according to best practices and standards of IT Service Management.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| CMS - Configuration Management System | Introduction to CMS | CMS usage (page under construction) | CMS configuration (page under construction) |
REP - Reporting Management
This complementary module is based on the open source product BIRT which has a reporting designer with a drag&drop interface. It also has an engine for the execution and presentation of reports that is perfectly integrated with the other itmSUITE® modules. These modules already have some native reports but the REP (Reporting Management) module makes it possible to integrate new ones created by the designer. REP module is therefore an indispensable tool for users who don't have reports and/or don't intend to create ones by an itmSUITE® indipendent platform.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| SM - Service Desk and Service Management | Introduction to SM | SM usage (page under construction) | SM configuration (page under construction) | |
| PM - Project and Portfolio Management | Introduction to PM | PM usage (page under construction) | PM configuration (page under construction) | |
| CMS - Configuration Management System | Introduction to CMS | CMS usage (page under construction) | CMS configuration (page under construction) | |
| DE - Discovery Engine | Introduction to DE | DE usage (page under construction) | DE configuration (page under construction) | |
| FM - Financial Management | Introduction to FM | FM usage (page under construction) | FM configuration (page to build) | |
| OCE - Service Level Management | Introduction to OCE | OCE usage (page under construction) | OCE configuration (page under construction) | |
| ASM - Asset and Service Management | Introduction to ASM | ASM usage (page to build) | ASM configuration (page to build) |
EEM - External Event Management
It is difficult to work in a context where, inside or outside the organization that manages projects or services, there is the need to communicate with other external systems (eg. typical systems monitoring infrastructure or the trouble ticketing systems customers and/or suppliers).
For this reason, the architecture of itmSUITE® is specifically designed to manage the integration of the system.
Especially, there is an internal bus for integration among all the modules (MB - message Bus) which is included with the purchase of any core module and the EEM (External Event Management) module. The latter is set up for dialogue with external systems, and this can take place via mail or web services.
The EEM parser interprets the messages that arrive and activates the processes that have to deal with them thanks to the business rule management components (known as Action Engine) of the various itmSUITE® modules. The integration by itmSUITE® towards external systems is generally through the latter, Action Engine, where are configured triggers and steps to be performed on external systems that expose services for this purpose.
Typical examples of integration are as follows:
- Opening or update of Incident and/or Change based on notifications coming from the monitoring system (eg. disservice or a server back in service);
- Opening or update of Incident, Change or Problem based on notifications coming from the systems that manage external tickets.
The integration with LDAP and Active Directory is managed by the itmSUITE® core modules and doesn't require the installation of the EEM component.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| SM - Service Desk and Service Management | Introduction to SM | SM usage (page under construction) | SM configuration (page under construction) | |
| PM - Project and Portfolio Management | Introduction to PM | PM usage (page under construction) | PM configuration (page under construction) | |
| CMS - Configuration Management System | Introduction to CMS | CMS usage (page under construction) | CMS configuration (page under construction) |
