ItmSUITE® - Overview

For a complete overview of itmSUITE® please visit the following sections.

Key features

This section illustrates the key functionalities and benefits of itmSUITE®.

IT Service Management

ItmSUITE® supports the adoption of the most successful best practices and standards in IT Service Management (ITILR, ISO/IEC 20000). It does so first of all by supporting the inter-linking practices (Management Control, Benefits Management, Financial Management, Risk Management, Organisational Governance,Resource Management) and then with its distinctive characteristics (Service Orientation and Roles Readiness,Business Rules Engine, Dashboard and Reporting Engine, Easy Integration, Codeless Customization) but also in a more specific way in the different action areas of IT Service Management ( in particular in the phases of the management of the service lifecycle and specific processes). Look in greater detail at the characteristics and itmSUITER support available in the field of IT Service Management by selecting the area that you are interested in, in the figure.

Main benefits deriving from the adoption of itmSUITE®

• Efficient support for the introduction and maturation of best practice for Portfolio, Programme, Project Management and IT Service Management
• Complete functional cover in continual improvement
• Availability of pre-configured processes that will facilitate and speed up the start up phase.
• Extremely short time and low effort required in the start up phase
• Effective integration to client needs, without compromises.
• Reduction in number of tools to be managed and on long term integration maintenance (significant decrease in the Total Cost of Ownership)
• Autonomous and intuitive codeless configuration, (this means that you are independent of product specialists and as a result there is an increase in the speed of integration and a decrease in the Total Cost of Ownership)
• After-sale support offered by a team of qualified and certified personnel on IT Service Management best practices (e.g. ITIL )
• Flexible support service contracts
• Turn-key solutions available (training and consulting on best practices provided + software) to guarantee results within a pre-determined time period
• Availability of sustainable investment offers (e.g. software license rental or Software as a Service)

Service Strategy

L' itmSUITE® support this fundamental phase of the IT services lifecycle, in particular the following processes:

• Demand Management
• Financial Management for IT Service
• Service Portfolio Management

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
• Budget and economic control of the costs and earnings related to IT services and projects.
• Management of the risks and benefits related to the implementation of the IT strategy.
• Planning and control of the resources.

Main benefits deriving from the adoption of itmSUITE® :

• Concrete help offered so client can clearly understand the type and level of service that they need and the subsequent delivery of these services in the best way.
• 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 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.

Demand Management

ItmSUITE® makes it possible to effectively and efficiently support the execution of the Demand Management processes (service requests). This applies to both individual and aggregated requests ( planning and evaluation of overall resource requests).

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)
• 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.
• Possibility to define and monitor the performance of KPIs and to configure notifications and automatic actions (eg. request to carry out an activity) with regards to the reaching of benchmark levels.
• Advanced and personalised reporting of REP module.
• Ease of integration with external systems dedicated to the management of the acquisition and/or evasion of requests parts of the process.

Main benefits deriving from the adoption of itmSUITE® :

• Quick, effective and efficient management of requests
• Improved planning and control of the overall use of human resources.
• Control over process performance
• Increase in client satisfaction.

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, 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.

The solution package is completed by the possibility to define the methods of control for the evolution of expenses with any discrepancies between the control plan and the actual performance highlighted. There is also a complete basic report and the availability of a powerful reporting motor to create others.

Main features of itmSUITE® useful in this area :

• Financial management concerning the budget, final balance and forecast for projects, services and processes
• Possibility to freely define categories of cost
• Possibility to manage revenues (invoicing available)
• Management and visibility of costs and/or revenues per service and/or project
• 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. 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

Main benefits deriving from the adoption of itmSUITE® :

• It permits the estimate and control of operating and investment costs of projects and services
• It offers the possibility of total transparency of costs for services, projects and their aggregates.
• It permits the management of revenues and, in the final analysis, reveals the margins of the services and/or projects.

Service Portfolio Management

itmSUITE ® effectively supports the Portfolio Management of IT services.

Main features of itmSUITE® useful in this area :

• Possibility to manage one or more portfolios as an aggregation of services
• Management of the categorization of services based on the classification variables of the portfolio
• Representation of the composition, structure and status of portfolios based on classification variables

Main benefits deriving from the use of itmSUITE® :

• Makes it easier to understand the structure of the portfolio of services
• It simplifies the decision making process with regards to how to structure the portfolio in the future in a way that supports the strategy (effectiveness in the management of portfolios)
• Makes the maintenance of the structure of portfolios of services easier (effectiveness in the management of portfolios)
• Makes it easier to understand the status of the portfolio of services (effectiveness in the management of portfolios)
• Significantly contributes to the realisation of the service provider's strategy

Core modules

This section illustrates the core modules of itmSUITE®.

SM - Service Desk and Service Management

This is one of the core modules of itmSUITE® and as such can be activated autonomously. It includes a powerful workflow motor which can be freely configured to support the execution of the IT Service Management processes. SME also has the appropriate functions needed to operate a modern Service Desk, based on service management best practice and standards 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 workflow motor can be configured in an unlimited number of ways and as such this module is able to support other processes, for example sales and purchasing, that are outside the restricted field of IT. 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 for the IT system of a service provider.

Related Modules

• PM - Project and Portfolio Management
• CMS - Configuration Management System
• FM - Financial Management
• OCE - Service Level Management
• ASM - Asset and Service Management
• REP - Reporting Management
• EEM - External Event Management

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 modules.

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.

Related Modules

• SM - Service Desk and Service Management
• FM - Financial Management
• OCE - Service Level Management
• REP - Reporting Management
• EEM - External Event Management

CSM - 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 a modern Configuration Management System, in line with recognised IT Management best practice and standards , in particular ITIL® e ISO/IEC 20000. In particular, it makes it possible to manage both the hardware and software configuration elements and the relationships between them, both graphically and intuitively. This module is perfectly integrated with the SM (Service Desk and Service Management) module and DE (Discovery Engine) core modules as well as other complementary modules. This means you can really get the most out of your investment in the configuration system by making it available to other IT service management processes, 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 elements.
• 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 (via the RE module- Reconciliation Engine)

Related Modules

• SM - Service Desk and Service Management
• DE – Discovery Engine
• RE - Reconciliation Engine
• SP - Sharepoint Publisher
• REP - Reporting Management
• EEM - External Event Management

DE - Discovery Engine

This core module works through agents that can be distributed on the different systems of Unix, Linux or Windows and which make it possible to explore the features of hardware, basic software and application software ( including custom) thanks to the creation of a 'finger print'.

Based on the OCS NG open source product the solution has been enhanced with the ability to explore relationships between 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 supply the itmSUITE® CMS module; in other words to automatically supply the Configuration System with the aim of populating or checking and controlling the information on it.

Related Modules

• CMS - Configuration Management System
• RE - Reconciliation Engine
• REP - Reporting Management

Complementary modules

This section illustrates the complementary modules of itmSUITE®.

FM - Financial Management

This complementary module is compatible with the core modules SM (SM – Service Desk and Service Management) and PM (Project and Portfolio Management). 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 reportinf function that with the REP (Reporting Management) module becomes unlimited.

Related Modules

• SM - Service Desk and Service Management
• PM - Project and Portfolio Management
• REP - Reporting Management

OCE - Service Level Management

This complementary module is compatible with the core modules, SM (Service Desk and Service Management and PM (Project and Portfolio Management). It makes it possible to define and control KPIs and targets that can easily be used for the management of service levels with clients 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

• SM - Service Desk and Service Management
• PM - Project and Portfolio Management
• ASM - Asset and Service Management
• REP - Reporting Management

ASM - Asset and Service Management

This complementary module requires the presence of the SM core module – Service Desk and Service Management. 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 the SM module ( Service Desk and Service Management) management information . In this way, for example, it is possible to connect a specific configuration element to an incident or a change or an endowment which is personal to a resource.

The module offers the basic reporting function which can become unlimited by adding the REP module ( Reporting Management).

Related Modules

• SM - Service Desk and Service Management
• REP - Reporting Management

RE - Reconciliation Engine

This complementary module requires the presence of the core module CMS- Configuration Management System It makes it possible to acquire information on the configuration elements or the relationships between those that come from external systems to the itmSUITE, for example CMDB or external asset management systems or even ERP systems or simple calculation sheets, and to manage their intelligent upload into the CMS database via freely configurable rules. In particular,it permits the verification of this information ( via freely definable reconciliation keys) and the different ways to behave ( creation of a new configuration element, substitution of data with up to date information etc). New interfaces (plug ins can be created, upon request, for any external system) It also goes with the DE-Discovery Engine core module for which it offers a plug in that makes it possible to intelligently upload the information on the configuration elements identified by DE- Discovery Engine in the itmSUITE® CMS.

Related Modules

• CMS - Configuration Management System
• DE – Discovery Engine

SP - Sharepoint Publisher

This complementary module permits interaction between the core CMS (Configuration Management System) 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 elements 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 evolved communication tools (Sharepoint) which mean structured information from the CMS can be combined with non-structured information. This component is particularly useful and efficient for the creation of a Service Catalogue in line with IT Service Management best.

Related Modules

• CMS - Configuration Management System

REP - Reporting Management

This complementary module is based on the open source BIRT product which has a designer reporting with drag & drop interface and an engine for the execution and presentation of the report that is perfectly integrated with other modules itmSUITE ®. These modules have natively some reports, but the module REP - Reporting Management allows you to integrate new ones made ​​with the designer. It is therefore an indispensable tool for those who do not have or do not intend to implement a reporting platform independent but who wish to rely on itmSUITE ® for this.

Related Modules

• SM - Service Desk and Service Management
• PM - Project and Portfolio Management
• CMS - Configuration Management System
• DE – Discovery Engine
• FM - Financial Management
• OCE - Service Level Management
• ASM - Asset and Service Management

EEM - External Event Management

It is more than likely that an organisation that manages projects or services, either internally or externally, will have to communicate with other external systems ( typical examples are infrastructure monitoring systems or client/supplier trouble ticketing systems) It is for this reason that the itmSUITE® architecture has been studied specifically to manage the integration of the system. In particular, there is an internal bus for integration between all the modules ( MB-message Bus) which is included with the purchase of any core module and the EEM -External Event Management- module. The lattter 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 of itmSUITE® in relation to external systems usually occurs via the Action Engine where the triggers and steps to be taken on the external systems which offer such services, are configured.

Typical examples of integration are as follows:

• Opening or update of Incident and/ or Change based on notifications coming from the monitoring system ( eg. poor service 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

• SM - Service Desk and Service Management
• PM - Project and Portfolio Management
• CMS - Configuration Management System

Architecture

This section illustrates the architecture itmSUITE®.

Glossary

This section contains the glossary for the key concepts and terms used by itmSUITE®.

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