SummitAI IT Service Management is ITIL 2011 certified intelligent solution that leverages the latest advancement in technology, such as Mobility, Analytics, and Automation to help CIOs and Service Providers improve the productivity of IT service operations and reduce the cost and complexities involved. The Service Management package comprises the following sub-modules or components.

Core Sub Modules

The Incident Management module enables the organizations to restore normal service operations and minimize the adverse impact of the interruption on business operations, thus, ensuring that the best possible service quality and availability are maintained.

The Service Request Management module enables the End Users to create Service Requests (SRs) related to their requirements. It also helps the Workgroups to handle the SRs in a more efficient way.

The Knowledge Management module enables organizations to create, maintain, and share the knowledge about a solution or idea to resolve an issue, so that it can be easily referred by the End user or Analysts when they face a similar issue.

The Change Management module enables the organizations to monitor and handle the changes in an IT service through standardized procedures. The main purpose of Change Management is to implement the beneficial changes without major disruption to the IT services.

The Problem Management module enables the organizations to prevent Incidents from happening and to minimize the impact of Incidents that cannot be prevented. Proactive Problem management analyzes Incident records and uses data collected by other IT Service Management processes to identify trends or significant Problems.

The Configuration Management Database (CMDB) module maintains and manages an inventory of Configuration Items (CIs) in an organization. It stores attributes of CIs, version history, and relationship between the CIs. CMDB can be also used to store and maintain Software, Application, and Services as CIs.

Other Sub Modules

Plug-Ins

For earlier versions of the SummitAI Service Management Online Help, please contact SummitAI Support.