SM - Service Desk and Service Management

SM - Service Desk and Service Management is one of the core modules of itmSUITE®. The module is intended to support the execution of processes thanks to its workflow engine. A set of pre configured processes are supplied as workflow cartridges, in particular:

• Incident Management
• Request Fulfilment
• Change Management
• Problem Management
• Release Management
• Demand Management

However, SM workflow engine is very flexible and powerful and may support many other business processes (e.g. purchase or sales management).

In the following table the key guides to use SM are listed:

Guide	Page
Incident management process	Incident Management
Request fulfilment process	Request Fulfilment
Change management process	Change Management
Problem management process	Problem Management
Release management process	Release Management
Demand management process	Demand Management
Workflow execution	Workflow execution guide
Workflow engine configuration	Workflow engine configuration