ItmSUITE® - Complementary modules
Indice
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 CMS- Configuration Management System core module. 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
This complementary module permits 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 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 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
- 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 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 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
