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ITIL provides a comprehensive documentation of best practice for IT Service Management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. ITIL focuses on delivering business value through IT services in an effective and efficient manner. It brings customer centricity and focus to the IT organization, it thereby focuses on ROI and helps you improve your IT processes. ITIL is often paired and with project/product management frameworks and tools to achieve agile IT. How does VisionProject support ITIL? VisionProject covers the core processes defined by ITIL to support the IT service life cycle as listed below. So you can easily provide your IT team with accurate and clear information, efficiently manage different types of issues, monitor varying service levels based on specific agreements VisionProject not only offers your IT team a powerful structured solution for IT management processes, but you also get a modern project management system to manage your change, implementation or development projects using the same tool. VisionProject is developed with companies acting as service providers in mind. This means that you can both use VisionProject for your internal ITSM but you can also sell and provide software or services to external customers! Click here to try out VisionProject for free! Incident Management VisionProject provides core service desk functionality to identify, responding to, and track issues and service requests that need resolution. All incoming incidents are registered and prioritized either manually or automatically (from web, email or web services). Incidents that require a specialist can easily be escalated and delegated to the correct people, such as second line support or a tech team. Service desk customers can always follow their incident progress via e-mail or in the self help portal online. Problem Management By analysing incidents you can find out the underlying problem for these incidents. Once problem might generate multiple incidents until it is resolved. VisionProject supports active links between issues, so that once a problem has been solved and closed all incidents related to that problem can automatically be closed as well. Change Management VisionProject helps organizations make changes to your (or your customer's) IT services and infrastructure in a controlled way. Changes can either be needed to solve a problem, integrate/install a new system into an existing infrastructure, or implement changes to a service or application. Changes can be approved and managed as separate process or feed into existing development or implementation projects in VisionProject. Service Level Management / Agreement management To make sure the you deliver the right service levels for you internal/external services you can manage your SLA's in VisionProject. Service Level Agreements (SLA) can be created per service or configuration item, also per customer or department. When incidents or problems are created, the applicable SLA is automatically referenced and different metrics are stored, such as initial resolution time, resolution time or SLA violations Knowledge management VisionProject lets you build and keep your organization's knowledge repository in one place. Access can be given to the whole or parts of the knowledge base for different user groups, which makes it easily find the information that will be valuable and relevant to them. The central knowledge base makes it easy to continuously refine articles and solutions to ensure accurate, up-to-date information. By integrating the knowledge base with self service portal, your service portal becomes a self help system to enable users to solve their own problems reducing the work load of the service desk. Service catalog, asset and configuration Management With VisionProject you can also manage your service assets which are stored in the central CMDB/product/service catalog. You can track incidents, problems and changes can be reported and tracked against the software, hardware and other IT components in the configuration management database. Thanks to the total overview of information, your service desk can operate effectively and efficiently, saving time for the service desk and money for the organization. Self service - Single point of contact (SPOC) VisionProject includes a flexible and powerful self service support portal that can be published to users and/or customers. Any number of self service portals can be created to address the needs of different user groups. In the self service portal you can choose what you want to publish, such as documents/files, knowledge database, discussion forums, issues management capabilities, web based forms and more.