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| − | + | == Core modules == | |
This section illustrates the core ''[[Glossary#M|modules]]'' of itmSUITE®. | This section illustrates the core ''[[Glossary#M|modules]]'' of itmSUITE®. | ||
| − | + | === SM - Service Desk and Service Management === | |
| − | This is one of the basic ''[[Glossary|modules]]'' of itmSUITE® which then can be activated autonomously. | + | This is one of the basic ''[[Glossary#M|modules]]'' of itmSUITE® which then can be activated autonomously. |
| − | It includes a powerful workflow engine that allows freely configurable to support the execution of the processes of IT Service Management. SM also makes available the functionality needed to operate a modern Service Desk or Help Desk, inspired by the best practices and standards of service management, such as | + | It includes a powerful ''[[Glossary#W|workflow engine]]'' that allows freely configurable to support the execution of the processes of ''[[Glossary#I|IT Service Management]]''. ''[[Glossary#S|SM]]'' also makes available the functionality needed to operate a modern ''[[Glossary#S|Service Desk]]'' or Help Desk, inspired by the best practices and standards of service management, such as ''[[Glossary#I|ITIL®]]'' and ''[[Glossary#I|ISO/IEC 20000]]''. |
For this ''[[Glossary#M|module]]'', various pre-configured processes that speed up and simplify process activation in line with the best practice and standards are available. These include: | For this ''[[Glossary#M|module]]'', various pre-configured processes that speed up and simplify process activation in line with the best practice and standards are available. These include: | ||
| − | * Demand Management | + | * [[Glossary#D|Demand Management]] |
| − | * Incident Management | + | * [[Glossary#I|Incident Management]] |
| − | * Change Management | + | * [[Glossary#C|Change Management]] |
| − | * Problem Management | + | * [[Glossary#P|Problem Management]] |
| − | * Request Fulfilment | + | * [[Glossary#R|Request Fulfilment]] |
| − | * Release & Deployment Management | + | * [[Glossary#R|Release & Deployment Management]] |
| − | * Access Management | + | * [[Glossary#A|Access Management]] |
* Ecc. | * Ecc. | ||
| − | The configurable workflow engine is almost unlimited and makes this form able to support other processes also outside the IT field, as processes of sale or purchase. | + | The configurable ''[[Glossary#W|workflow engine]]'' is almost unlimited and makes this form able to support other processes also outside the IT field, as processes of sale or purchase. |
| − | Obviously, the module also allows you to better manage processes in load to a modern Service Desk or Help Desk. Especially, in conjunction with the | + | Obviously, the ''[[Glossary#M|module]]'' also allows you to better manage processes in load to a modern ''[[Glossary#S|Service Desk]]'' or Help Desk. Especially, in conjunction with the OCE (Service Level Management) complementary ''[[Glossary#M|module]]'', the ''[[Glossary#M|module]]'' provides to orient immediately the operators of ''[[Glossary#S|Service Desk]] ''or Help Desk showing them the information of the ''[[Glossary|tickets]]'' ranked for service levels and notifying, with configurable automatic rules, urgent activities. In this way, the ''[[Glossary#S|Service Desk]]'' or Help Desk, and therefore also the IT, is able to operate in a truly aligned with business priorities. |
| − | This ''[[Glossary#M|module]]'' is perfectly integrated with the PM (Project and Portfolio Management) ''[[Glossary#M|module]]'' and numerous other complementary ''[[Glossary#M|modules]]''. | + | This ''[[Glossary#M|module]]'' is perfectly integrated with the ''[[Glossary#P|PM]]'' (''[[Glossary#P|Project and Portfolio Management]]'') ''[[Glossary#M|module]]'' and numerous other complementary ''[[Glossary#M|modules]]''. |
| − | Together they form a comprehensive and powerful automation tool for IT management (services and projects), key elements of the information system of a service provider and, especially, of its Service Desk or Help Desk. | + | Together they form a comprehensive and powerful automation tool for IT management (''[[Glossary#S|services]]'' and ''[[Glossary#P|projects]]''), key elements of the information system of a service provider and, especially, of its ''[[Glossary#S|Service Desk]]'' or Help Desk. |
| − | For information on how to configure the SM ''[[Glossary#M|module]]'' refer to [[ItmSUITE® - SM configuration|SM - Service Desk and Service Management configuration]]. | + | For information on how to configure the ''[[Glossary#S|SM]]'' ''[[Glossary#M|module]]'' refer to [[ItmSUITE® - SM configuration|SM - Service Desk and Service Management configuration]]. |
| − | For information on how to use SM ''[[Glossary#M|module]]'' features refert to [[SM - Service Desk and Service Management|SM - Service Desk and Service Management use]]. | + | For information on how to use ''[[Glossary#S|SM]]'' ''[[Glossary#M|module]]'' features refert to [[SM - Service Desk and Service Management|SM - Service Desk and Service Management use]]. |
====== Related Modules ====== | ====== Related Modules ====== | ||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | = | + | {| class="wikitable" |
| − | + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | |
| − | + | |- | |
| + | |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) | ||
| − | Together they form a comprehensive and powerful automation tool for IT management (services and projects), key elements for the IT system of a service provider. | + | |- |
| + | |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) | ||
| + | |||
| + | |- | ||
| + | |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) | ||
| + | |||
| + | |- | ||
| + | |REP - Reporting Management || || [[ItmSUITE® - Complementary modules#REP - Reporting Management|Introduction to REP]] || [[REP - Reporting|REP usage]] || [[ItmSUITE® - REP configuration|REP configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |EEM - External Event Management || || [[ItmSUITE® - Complementary modules#EEM - External Event Management|Introduction to EEM]] || [[EEM - External Event Manager|EEM usage]] (page under construction) || [[ItmSUITE® - EEM configuration|EEM configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
| + | |||
| + | === PM - Project and Portfolio Management === | ||
| + | This is one of the core ''[[Glossary#M|modules]]'' of itmSUITE® and as such can be activated autonomously. It supports the execution and maturation of management and ''[[Glossary#P|project]]'' processes (''[[Glossary#P|Project Management]]'') and ''[[Glossary#P|project]]'' portfolios ([[Glossary#P|''Portfolio Management'']]) in line with recognised best practice (eg. PMBoK® or PRINCE2®). | ||
| + | |||
| + | This ''[[Glossary#M|module]]'' is perfectly integrated with the ''[[Glossary#S|SM]]'' (''[[Glossary#S|Service Desk and Service Management]]'') ''[[Glossary#M|module]]'' and numerous other complementary ''[[Glossary#M|module]]''. | ||
| + | |||
| + | Together they form a comprehensive and powerful automation tool for IT management (''[[Glossary|services]]'' and [[Glossary|''projects'']]), key elements for the IT system of a service provider. | ||
| + | |||
| + | For information on how to configure the ''[[Glossary#P|PM]]'' ''[[Glossary#M|module]] ''refer to [[ItmSUITE® - PM configuration|PM - Project and Portfolio Management configuration]]. | ||
| + | |||
| + | For information on how to use ''[[Glossary#P|PM]]'' ''[[Glossary#M|module]] ''features refert to [[PM - Project and Portfolio Management|PM - Project and Portfolio Management use]]. | ||
====== Related Modules ====== | ====== Related Modules ====== | ||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | = | + | {| class="wikitable" |
| − | + | ! Related module !! Relationship !! Introduction !! Usage !! Configuration | |
| − | The main functions of the CMS ''[[Glossary#M|module]]'' are: | + | |- |
| − | * Flexible configuration of entity models, and the relationships and attributes of the 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) |
| + | |||
| + | |- | ||
| + | |FM - Financial Management || || [[ItmSUITE® - Complementary modules|Introduction to FM]] || [[FM - Financial Management|FM usage]] (page under construction) || [[FM configuration]] (page to build) | ||
| + | |||
| + | |- | ||
| + | |OCE - Service Level Management || || [[ItmSUITE® - Complementary modules|Introduction to OCE]] || [[OCE - Service Level Management|OCE usage]] (page under construction) || [[ItmSUITE® - OCE configuration|OCE 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) | ||
| + | |||
| + | |- | ||
| + | |EEM - External Event Management || || [[ItmSUITE® - Complementary modules|Introduction to EEM]] || [[EEM - External Event Manager|EEM usage]] (page under construction) || [[ItmSUITE® - EEM configuration|EEM configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
| + | |||
| + | === CMS - Configuration Management System === | ||
| + | This is one of the core ''[[Glossary#M|modules]]'' of itmSUITE® and as such can be activated autonomously. It supports the creation and maintenance of an effective and efficient modern [[Glossary#C|''Configuration Management System'']], as suggested by best practices and standards for ''[[Glossary|IT Service Management]]'', especially ''[[Glossary#I|ITIL®]]'' and ''[[Glossary#I|ISO / IEC 20000]]''. Especially, it makes it possible to manage both the hardware and software configuration items and the ''[[Glossary#R|relationships]]'' among them, both graphically and intuitively. | ||
| + | |||
| + | This ''[[Glossary#M|module]]'' is perfectly integrated with the ''[[Glossary#S|SM]]'' (''[[Glossary#S|Service Desk and Service Management]]'') core ''[[Glossary#M|module]]'' and [[Glossary#D|''DE'']] (''[[Glossary#D|Discovery Engine]]'') core ''[[Glossary#M|module]]'' as well as other complementary ''[[Glossary#M|modules]]''. his allows you to take full advantage of the investments made in the configuration system, putting it at the service of all other processes of [[Glossary#I|''IT service management'']], which will reap the benefits of Configuration Management. | ||
| + | |||
| + | The main functions of the [[Glossary#C|''CMS'']] ''[[Glossary#M|module]]'' are: | ||
| + | * Flexible configuration of entity ''[[Glossary#M|models]]'', and the ''[[Glossary#R|relationships]]'' and ''[[Glossary#A|attributes]]'' of the configuration etemslements. | ||
* Graphic production of IT Service mapping | * Graphic production of IT Service mapping | ||
* Navigation and advanced information searches | * Navigation and advanced information searches | ||
| − | * Impact analysis | + | * [[Glossary#I|Impact analysis]] |
* Monitoring support of end-to-end status | * Monitoring support of end-to-end status | ||
| − | * Reconciliation of information from external systems | + | * Reconciliation of information from external systems, by the ''[[Glossary#R|RE]]'' (''[[Glossary#R|Reconciliation Engine]]'') ''[[Glossary#M|module]]'' |
| + | For information on how to configure the [[Glossary#C|''CMS'']] ''[[Glossary#M|module]] ''refer to [[ItmSUITE® - CMS configuration|CMS - Configuration Management System configuration]]. | ||
| + | |||
| + | For information on how to use [[Glossary#C|''CMS'']] ''[[Glossary#M|module]] ''features refert to [[CMS - Configuration Management System|CMS - Configuration Management System use]]. | ||
====== 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) | ||
| − | Thanks to the related RE | + | |- |
| + | |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) | ||
| + | |||
| + | |- | ||
| + | |RE - Reconciliation Engine || || [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|Introduction to RE]] || [[RE usage]] (page to build) || [[ItmSUITE® - RE configuration|RE configuration]] (page under construction) | ||
| + | |||
| + | |- | ||
| + | |SP - Sharepoint Publisher || || [[ItmSUITE® - Complementary modules#SP - Sharepoint Publisher|Introduction to SP]] || [[SP - Sharepoint Publisher|SP usage]] (page under construction) || [[ItmSUITE® - SP configuration|SP 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) | ||
| + | |||
| + | |- | ||
| + | |EEM - External Event Management || || [[ItmSUITE® - Complementary modules#EEM - External Event Management|Introduction to EEM]] || [[EEM - External Event Manager|EEM usage]] (page under construction) || [[ItmSUITE® - EEM configuration|EEM configuration]] (page under construction) | ||
| + | |||
| + | |} | ||
| + | |||
| + | === DE - Discovery Engine === | ||
| + | This core ''[[Glossary#M|module]]'' works through agents that can be deployed automatically on Unix, Linux or Windows and which make it possible to explore the features of hardware, basic software and application software (including custom) by creating "finger print". | ||
| + | |||
| + | Based on the OCS NG open source product the solution has been enhanced with the ability to explore ''[[Glossary#R|relationships]]'' among software and software. The ''[[Glossary#M|module]]'' has a graphic interface so that the information gathered can be consulted and used autonomously. | ||
| + | |||
| + | Thanks to the related ''[[Glossary#R|RE]] ''(''[[Glossary#R|Reconciliation Engine]]'') ''[[Glossary#M|module]],'' it is possible to use the system to souerpply the [[Glossary#C|''CMS'']] ''[[Glossary#M|module]] of ''itmSUITE®; in other words to automatically supply the Configuration System with the aim of populating or checking and controlling the information on it. | ||
| + | |||
| + | For information on how to configure the ''[[Glossary#D|DE]]'' ''[[Glossary#M|module]] ''refer to [[ItmSUITE® - DE configuration|DE - Discovery Engine configuration]]. | ||
| + | |||
| + | For information on how to use ''[[Glossary#D|DE]]'' ''[[Glossary#M|module]] ''features refert to [[DE - Discovery Engine|DE - Discovery Engine use]]. | ||
====== 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) | ||
| + | |||
| + | |- | ||
| + | |RE - Reconciliation Engine || || [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|Introduction to RE]] || [[RE usage]] (page to build) || [[ItmSUITE® - RE configuration|RE 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) | ||
| + | |||
| + | |} | ||
Versione attuale delle 12:48, 1 apr 2015
Indice
Core modules
This section illustrates the core modules of itmSUITE®.
SM - Service Desk and Service Management
This is one of the basic modules of itmSUITE® which then can be activated autonomously.
It includes a powerful workflow engine that allows freely configurable to support the execution of the processes of IT Service Management. SM also makes available the functionality needed to operate a modern Service Desk or Help Desk, inspired by the best practices and standards of service management, such as ITIL® and ISO/IEC 20000.
For this module, various pre-configured processes that speed up and simplify process activation in line with the best practice and standards are available. These include:
- Demand Management
- Incident Management
- Change Management
- Problem Management
- Request Fulfilment
- Release & Deployment Management
- Access Management
- Ecc.
The configurable workflow engine is almost unlimited and makes this form able to support other processes also outside the IT field, as processes of sale or purchase.
Obviously, the module also allows you to better manage processes in load to a modern Service Desk or Help Desk. Especially, in conjunction with the OCE (Service Level Management) complementary module, the module provides to orient immediately the operators of Service Desk or Help Desk showing them the information of the tickets ranked for service levels and notifying, with configurable automatic rules, urgent activities. In this way, the Service Desk or Help Desk, and therefore also the IT, is able to operate in a truly aligned with business priorities.
This module is perfectly integrated with the PM (Project and Portfolio Management) module and numerous other complementary modules.
Together they form a comprehensive and powerful automation tool for IT management (services and projects), key elements of the information system of a service provider and, especially, of its Service Desk or Help Desk.
For information on how to configure the SM module refer to SM - Service Desk and Service Management configuration.
For information on how to use SM module features refert to SM - Service Desk and Service Management use.
Related Modules
| Related module | Relationship | Introduction | Usage | Configuration |
|---|---|---|---|---|
| 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) | |
| 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) | |
| REP - Reporting Management | Introduction to REP | REP usage | REP configuration (page under construction) | |
| EEM - External Event Management | Introduction to EEM | EEM usage (page under construction) | EEM configuration (page under construction) |
PM - Project and Portfolio Management
This is one of the core modules of itmSUITE® and as such can be activated autonomously. It supports the execution and maturation of management and project processes (Project Management) and project portfolios (Portfolio Management) in line with recognised best practice (eg. PMBoK® or PRINCE2®).
This module is perfectly integrated with the SM (Service Desk and Service Management) module and numerous other complementary module.
Together they form a comprehensive and powerful automation tool for IT management (services and projects), key elements for the IT system of a service provider.
For information on how to configure the PM module refer to PM - Project and Portfolio Management configuration.
For information on how to use PM module features refert to PM - Project and Portfolio Management use.
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) | |
| 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) | |
| REP - Reporting Management | Introduction to REP | REP usage | REP configuration (page under construction) | |
| EEM - External Event Management | Introduction to EEM | EEM usage (page under construction) | EEM configuration (page under construction) |
CMS - Configuration Management System
This is one of the core modules of itmSUITE® and as such can be activated autonomously. It supports the creation and maintenance of an effective and efficient modern Configuration Management System, as suggested by best practices and standards for IT Service Management, especially ITIL® and ISO / IEC 20000. Especially, it makes it possible to manage both the hardware and software configuration items and the relationships among them, both graphically and intuitively.
This module is perfectly integrated with the SM (Service Desk and Service Management) core module and DE (Discovery Engine) core module as well as other complementary modules. his allows you to take full advantage of the investments made in the configuration system, putting it at the service of all other processes of IT service management, which will reap the benefits of Configuration Management.
The main functions of the CMS module are:
- Flexible configuration of entity models, and the relationships and attributes of the configuration etemslements.
- Graphic production of IT Service mapping
- Navigation and advanced information searches
- Impact analysis
- Monitoring support of end-to-end status
- Reconciliation of information from external systems, by the RE (Reconciliation Engine) module
For information on how to configure the CMS module refer to CMS - Configuration Management System configuration.
For information on how to use CMS module features refert to CMS - Configuration Management System use.
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) | |
| DE - Discovery Engine | Introduction to DE | DE usage (page under construction) | DE configuration (page under construction) | |
| RE - Reconciliation Engine | Introduction to RE | RE usage (page to build) | RE configuration (page under construction) | |
| SP - Sharepoint Publisher | Introduction to SP | SP usage (page under construction) | SP configuration (page under construction) | |
| REP - Reporting Management | Introduction to REP | REP usage | REP configuration (page under construction) | |
| EEM - External Event Management | Introduction to EEM | EEM usage (page under construction) | EEM configuration (page under construction) |
DE - Discovery Engine
This core module works through agents that can be deployed automatically on Unix, Linux or Windows and which make it possible to explore the features of hardware, basic software and application software (including custom) by creating "finger print".
Based on the OCS NG open source product the solution has been enhanced with the ability to explore relationships among software and software. The module has a graphic interface so that the information gathered can be consulted and used autonomously.
Thanks to the related RE (Reconciliation Engine) module, it is possible to use the system to souerpply the CMS module of itmSUITE®; in other words to automatically supply the Configuration System with the aim of populating or checking and controlling the information on it.
For information on how to configure the DE module refer to DE - Discovery Engine configuration.
For information on how to use DE module features refert to DE - Discovery Engine use.
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) | |
| RE - Reconciliation Engine | Introduction to RE | RE usage (page to build) | RE configuration (page under construction) | |
| REP - Reporting Management | Introduction to REP | REP usage | REP configuration (page under construction) |
