ItmSUITE® - Core modules

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 complementary module OCE (Service Level Management), 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

• 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 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.

Related Modules

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

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 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 among 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 - Reconciliation Engine module)

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 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 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