E-time | the software company
Rexpondo is not only a ticketing system but it is an IT Service Management solution structured on standardized ITIL processes, ITIL v3 compliant, based on Open source software ((OTRS)) Community edition.
IT is now the key department of every company that must be supervised and regulated in order to create automated processes capable of improving response times. And it is precisely on the automation and quality of processes that the game is played.
In fact, it is no coincidence that ITIL is a discipline focused on the quality of service perceived by customers, and Rexpondo supports the entire infrastructure, from requirements to best practices.
Core books ITIL
I “core books” of ITIL v3, are as follows:
- SERVICE STRATEGY: includes organizational goals and customer needs and describes the following processes: Strategy Generation, Service Portfolio Management, Demand Management, Financial Management
- SERVICE DESIGN: transforms the strategy of a service into a plan for the realization of business objectives and describes the following processes: Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Supplier Management
- SERVICE TRANSITION: develops and improves the capabilities for the introduction of new services in the supported environments and describes the following processes: Transition Planning and Support, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Evaluation, Knowledge Management
- SERVICE OPERATION: manages services in the supported environments and describes the following processes: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management. The following functions are also defined in this book: Service Desk, Technical Management, IT Operations Management, Applications Management.
- CONTINUAL SERVICE IMPROVEMENT: Achieves incremental service and large-scale improvements. The improvement process described is unique and organized into seven steps.
Processes supported by Rexpondo
Rexpondo is a Service Desk system and therefore by definition acts:
- as a point of contact between users and the ITSM
- manages user incidents and problems and provides an interface to other processes such as:
- Incident Management
- Problem management
- Request Fulfilment
- Service Asset e Configuration Management
- Change management
- Knowledge Management
- Service Catalogue e Service Level Management
For more information on how Rexpondo can manage these processes, see this link: Rexpondo e ITIL.
