.
ICCM Service Management Suite:
One of the overriding directives of ICCM Solutions is the simplification of complexity within Service Management environments; by developing strategies that ensure the collaboration between the business and IT in order to demonstrate clear business value, agility, collaboration and greater governance in this complex IT dependent world.
ICCM’s e-Service Desk suite is a configurable comprehensive in-house or SaaS IT Service Management Solution.
ICCM’s Accelerated Return On Investment:
Good Service Management strategies mitigate the risk of complexity, however, ‘great’ Service Management strategies, leveraging Business Process Management (BPM) concepts and technologies, go further by adding clear value and competitive edge to their businesses.
BPM is an established discipline combining business process with technology to deliver results; and focuses people to think in terms of the business, customer and process first rather than the technology – building the technology platform around the business rather than an individual IT vendor. This delivers:
- Accelerated Value on Operations
- Value on Investment
- Return on Investment for Operational Improvements
- Increased Operational Throughput
- Accelerate Operational Activities
- Maximize Operational Capacity
- Dynamic Business Process Management
- Enhanced Operational Agility
- Flexibility in Administration, Configuration & Architecture
- Agility & Visibility to Process Structure
- Facilitation of Cultural & Behavioral Change
Next Generation of Service Management:
ICCM e-Service Desk is the next generation of Service Management and provides greater functionality and scalability comparable to legacy technologies. Provided as a ‘Commercial Off The Shelf’ (COTS) Solution e-Service Desk leverages organisational efficiencies, productivity improvements and IT services to the business.
With this ‘Best of Breed’ approach ICCM clients own the integration, process design, dashboard creation, executive reporting, consolidating & correlating incident as well as change management of their entire Service Management strategy. IT Managers have the ability to identify new operational improvements and processes and implement these within days.
ICCM e-Service Desk:
ICCM e-Service Desk enables organisations to focus their energy and resources on delivering world class services at the optimum cost, resulting in greater economic value add to the enterprise through efficiency gains in employee productivity, improvements in managing the IT asset estate and increasing level of services IT offers to the business.
This is accomplished by the automation of processes and tasks providing the core engine, reporting and dashboards tools. e-Service Desk is the core solution from ICCM and provides ITIL V3 Service Operations, Transition and Service Design lifecycle stages.
e-Service Desk Enhanced
e-Service Desk Enhanced provides the IT Service Manager greater flexibility and extends pre-built functionality by providing Service Strategy, Design and Continual Service Improvement processes. These processes allow enhanced Configuration Management Systems (CMS), Event Management and Continual Service Improvement for more comprehensive functionality.
e-Portal
Through ICCM’s e-Portal the Service Desk can deliver greater access to its operational services driven by end user interaction through this self-service portal. The e-Portal will log, manage and update operational requests via the organisations Web or Intranet site. This ensures end users have a single access point for relevant business requests arising from request tracking & logging calls, through to approval tracking, SLA adherence and access to existing self-help logs. End users have a single access point that adds relevance to their working day covering operational IT and administrative functions.
e-Project:
e-Project module is a functionally rich Project Management tool, compliant with basic waterfall and PRINCE2 methodologies and capable of conforming within the tolerances set for cost, time, quality, project scope and risk management of projects. e-Project has taken the seven principles of PRINCE2, simplified them, and combined them within an IT Service Management environment. The seven PRINCE2 principles:
1. Continued Business Justification
2. Learn from Experience
3. Defined Roles & Responsibilities
4. Manage by Stage
5. Manage by Exception
6. Focus on Products
7. Tailor to Suit the Project Environment
e-Asset:
e-Asset allows server based discovery of all networked IP devices, providing a repository of assets that can form the basis of the Configuration Management Database (CMDB). The e-Asset repository links to Incident, Problem, Request and Change Management tools. e-Asset provides complete information of hardware, installed software, network details, disk drive details, environmental settings, services and user profiles. IT asset management is especially important for organisations that do not have a sound inventory of their IT estate.
e-Knowledge:
e-Knowledge allows users to gain an accurate and precise knowledge on demand. e-Knowledge, an information management solution, will improve Service Management delivery to end users by providing quick and truthful access to a variety of information held within the organisation. e-Knowledge enables employees, particularly those in front line roles such as help desks improve the first contact call resolution rates, reduce call duration, provide self-service out of office hours, faster deployment of IT architectural changes and a shared dynamic FAQ repository.
Why ICCM?
Service Management is at the heart of all modern organisations and ICCM fully understands Service Management must be the pillar on which to support the whole IT operations, administration of the IT estate and ultimately the business. With ICCM Solutions CIO’s can mitigate the risk of complexity, provide flexibility, innovation and foresight into their businesses. In effect providing the ability to add continual operational value to the business at a pace, cost and effort in line with business expectations.
T: +44 (0)1666 828 600
.
Back………………………………………………………Directory Home
