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.

The Service Catalog Management module enables the Administrators to create a Service Catalog under the relevant category and maintain it with accurate information.

The Release Management module tracks all the tasks related to release cycles. A Release Cycle is a software development process that comprises different stages of software release, such as development, testing, deployment, and support.

The Service Portfolio Management module enables organizations to develop new Services, modify existing Services, or retire ‘old’ Services.

Other Sub Modules

The Call Management module tracks all the Calls (via Application, E-mail, Web, or Phone) received by the Level 1 Support Team of an organization. The Analyst can log the call details as Enquiry, Incident, or Service Request (SR).

The Call Management module is available from V5.7 SP2 release onwards

The IT Clinic module provides a drop-in IT support and advise to the users in the organization. The users can book an Appointment in advance or just walk-in for issues that look simple and can be resolved quickly.

Plug-Ins

The Gamification module enables the organizations to appreciate and recognize the efforts of an Analyst based on their Achievements. Using Gamification, organizations can specify 100+ parameters (for example, FCR, Incident reopened, CSAT, added KRs, Manual Escalations, Response SLA, Resolution SLA), which not only measures meeting the SLAs, it also allows the organizations to measure the performance on several other factors where they can identify the efficiency of the Analysts and appreciate the initiatives they take.

The Service Automation (aka Orchestration) module is designed to automate System and Network operational processes, while interacting with infrastructure elements, such as applications, database, and hardware. Orchestration also enables work flows to automate defined processes. These work flows can be used directly to resolve Incidents or execute Change or Release processes or to automate any other manual tasks that the IT Operations team performs regularly.

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

Production

Service Management

Core Sub Modules

Other Sub Modules

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

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