The ability to build different request management models rapidly and without compromise, the possibility to access these models in a flexible and truly intuitive way via a user portal as well as the ability to monitor and react to KPIs (thanks to the Objective Calculator) have all made itmCLOUD® a point of reference in its field.

Main features of itmCLOUD®

• Availability of preconfigured process cartridges in line with relevant best practices (ITIL ®) and ISO/ IEC 20000 regulations
• Request Configuration System which makes it possible to trigger specific workflows depending on the requests, build a specific interface for the Final User (FU) with request filter mecchanisms ( temporary or as user groups) and to set default values.
• Possibility to set up an extremely intuitive portal for users that can be easily, fully or partially, integrated with other portals (eg. company intranet)
• Real-time visualization of process targets with graphic visualization of status (ex. RAG - Red Amber Green) and escalations managed automatically for a better responsiveness
• Automation of Request Management on the basis of external input (eg. events) or due to an event occuring internally on the itmCLOUD®platform
• Possibility to re-configure the automation of processes of Request Fulfilment without compromises
• Reporting

Main benefits deriving from the adoption of itmCLOUD®

• Reduction in Request Fulfilment automation times.
• Possibility to provide business with simple and quick access when requesting IT services
• Reduction in bureaucracy (including effort) and in lead times in the management of requests (eg. authorizations)
• Better alignment between the activities of IT staff who work on the management of Requests with business priorities
• Ability to better identify and exploit all the possible ways to improve services, for example through integration with other processes such as Problem Management
• Helps to conform to internal requirements regarding Request Fulfilment

itmCLOUD® offers a high level of automation for the Problem Management process. It is in fact this process that benefits the most from the advantages of the workflow engine which makes it possible to have no- compromise configuration in this field as well . The process also benefits greatly from the integrated capabilities of Project Management due to the nature of the necessary activities.

Main features of itmCLOUD®

• Availability of preconfigured process cartridges in line with relevant best practices (ITIL ®) and ISO/ IEC 20000 regulations
• Specific functions that are in line with best practice regarding Problem Management (eg. definition of the priorities of Problems on the basis of impact and urgency, the setting up of working groups with specific responsibilities and visibility for each single Problem, the possibility to integrate and manage financial data regarding Problems such as budget, final balance and forecast, etc.)
• Real-time visualization of process targets with graphic visualization of status (ex. RAG - Red Amber Green) and escalations managed automatically for a better responsiveness
• Automation of Problem management on the basis of external input (eg. events) or due to an event occuring internally on the itmCLOUD® platform (eg. automatic opening or update or closure of a Problem)
• Possibility to configure the automation of Problem processes, without compromises
• Reporting

Main benefits deriving from the adoption of itmCLOUD®

• Reduction of automation times of Problem Management
• Rise in the availability of ITservices due to reduction of number and duration of Incidents
• Increase in the productivity of IT staff due to reduction of unplanned work caused by Incidents (since less frequent)
• Reduction of costs caused by the creation of inefficient workarounds
• Better alignment between the activities of the dedicated IT staff dealing with Problem Management and the business priorities.
• Ability to better identify and exploit all possible ways to improve services, for example through integration with other processes such as Continual Service Improvement
• Helps to conform to regulatory or legal requirements, or internal ones regarding Incident Management

Change Management was one of the first processes to be supported by itmCLOUD® and as such is now one of the most well established. Aspects of particular interest that make it stand out compared to other solutions on the market are that it offers: support during the impact assessment stage with automated selection of the type of Change; simple and easy creation of Change Models that automate specific Change Management processes without compromises; support to the assignment and control of activities and, more generally, of all the aspects of a complex Change Management activity that falls within the ambit of Project Managment (planning, management of costs and risks, etc.)

Main features of itmCLOUD®

• Availability of preconfigured process cartridges in line with relevant best practices (ITIL ®) and ISO/ IEC 20000 regulations
• Specific functions that support best practices inherent to Change Management (ex. Change Assessment, integration and management of economic data related to Changes such as budget, final balance and forecast)
• Possibility to re-configure the automation of processes of Change Management without compromises
• Reporting

Main benefits deriving from the adoption of itmCLOUD®

• Reduction in automation times of Change Management
• Increase in the ability to design, estimate impact and implement Changes that meet requirements at optimized costs
• A refined approach to meeting regulatory, legal or internal requirements related to Change Management
• Reduction in the number of unauthorized and/or failed Changes
• Protection of business against unwanted side effects Change Management might cause
• Overall tracking of Changes
• Improvement in the management of risks
• Rise in staff productivity thanks to significantly fewer inefficiencies caused by Changes and because of greater efficiency in the management of the Change itself
• Reduction in average refresh period needed after service failures so that corrective changes can be implemented more quickly.
• Helps to conform to regulatory (eg.ISO/IEC 20000 certification),or legal requirements, or internal ones regarding Incident Management

ItmCLOUD recognised the uniqueness and the importance of Release & Deployment Management many years before its competitors, by considering it not just as a variant of Change Management but as a separate entity. It is for this reason that the Release is managed directly using a specific process and that there is the possibility to connect it with any other process managed, even via work-flows ( e.g. Incident, Change etc). In this field the possibility to get the most out of the itmCLoud functions that derive from the Project Management support is also decisive. In fact, the management of Release & Deployment requires the ability to plan, co-ordinate and control the activities that are connected to each other in order to achieve a common goal, just like in a project.

The main characteristics of itmCLOUD®

• Support of the automation of the Release & Deployment process in line with the adopted ITIL® best practice and the ISO/IEC 20000 regulation.
• Automatic generation of the Release number
• Automatic generation and update of the deployment Changes of the Releases
• The integration and management of economic data related to the Change such as budget, final balance and forecast etc)
• Integration of the Release information with all the other information managed by itmCLOUD ( e.g. Change, Incident, project deliverables etc)
• Tracking of the activities
• Reporting

Main benefits deriving from the adoption of itmCLOUD®

• Change delivered more rapidly with minimisation of the risks and optimisation of the costs.
• Miglioramento della capacità di preparare gli utenti all'utilizzo dei nuovi Change
• Improvement in the ability to prepare users for the implementation of the new Changes.
• Helps meet requisites ( regulatory or company )
• Reduction in the number of unauthorized and/or failed Releases
• Protects the business from the unwanted side effects of Releases
• Helps meet regulation requisites (e.g. ISO/IEC 20000 certification), either legal or company ones, for Release & Deployment Management

The management of IT Financial Management is one of the areas of greatest strenght of the product, allowing to manage costs (human resources through timesheet, expense reports but also any other type of purchase eg. HW, SW, Rentals) and revenues both in terms of project/service and in terms of single managed entity (eg. Change, Problem)

Main features of itmCLOUD®

• Financial management concerning the budget, final balance and forecast for projects, services and processes
• Possibility to freely define categories of cost
• Possibility to manage revenues (invoicing available)
• Management and visibility of costs and/or revenues per service and/or project
• Possibility to save "snapshots" of economic data (budgets, final balances and forecasts of services and/or projects) and to link them to control milestones that are synchronized for analysis and comparisons
• Integrated management module of final balance that enables allocation of efforts to services and projects with a clear procedure based on real data
• Management and visibility of costs even on single processes (eg. change, problem, etc.)
• Powerful and flexible reporting engine
• Possibility to define and monitor the patterns of costs and to configure automated notifications and actions (eg. reminder notice) when predefined threshold values are reached

Main benefits deriving from the adoption of itmCLOUD®

• It permits the estimate and control of iperating and investment costs of projects and services.
• It offers the possibility of total transparency of costs.
• It permits the management of revenyes and, in the final analysis, reveals the margins of the services and/or projects.
• Reduces the burden of managing the data entry
• Contribution to compliance with regulatory requirements (eg, ISO / IEC 20000), legal or of organization in the field of IT Financial Management.

itmSUITE® boasts continually improving advanced solutions for the management of projects that are in line with the most effective best practices in Project Management.

Main features of itmCLOUD®

• Management of "lessons learned"
• Support for the management of each "stage"
• Support for management of exceptions
• Product Based Planning and Activity Based Planning with budget, final balance and forecast management
• Management of resource planning
• Risk management
• Management of project changes
• Management of "financial" aspects of the project (budget, final balance, forecast)
• Customization of processes and level of management of the project

Principali benefici dell'adozione di itmCLOUD®

• Facilitates the adoption and matuuration of best practices in Project Management
• It can be used with any kind of project
• Makes it easy to assign and control project tasks and to control the project overall
• Optimizes the use of resources and makes it easier to anticipate future problems (especially when itmSUITE is used for all the levels of management for the company transformation, in other words Project, Programme and Portfolio Management and business-as-usual)
• Improvement in risk management
• Improvement in controlling changes and, therefore, more flexibility
• Improvement in efficiency: in other words, the projects generate output that is more in line with the initial needs (for example in terms of cost, quality and delivery times)
• Increase in end-user satisfaction with the project output
• Increase in team spirit among members of the project team

A powerful workflow engine (which includes a designer of the form), support the automation of processes without compromise. The engine is so flexible as to allow the automation of processes, even outside the primary focus (eg. processes for handling requests for purchase or general services). There are also workflow cartridges that implement key processes based on ITIL ® and ISO / IEC 20000 (eg Incident Management).

Main features of itmCLOUD®

The workflow engine is not a feature of which itmCLOUD ® has exclusivity. Unique is its positioning.

This is not a workflow engine for technical personnel but a flexible and powerful tool to design and implement process flows intended for use by the process owners.

The aim is precisely to support the realization of a workflow without technical intervention.

This is not only about the flow of activities or the design of the masks but also data and activities (thanks to the powerful Action Engine that allows you to program actions of any kind, eg. Changing fields, entity creation or modification of their status, sending messages etc.., executable in real time or in the background).

In this sense (addition, visibility, etc.)., exploiting the service orientation, itmCLOUD ® is a unique solution that allows you to be part of the process owner, or the user, simply configure the new process in a comprehensive manner and without compromise.

Includes the management of workflow cartridges: libraries pre-configured processes (eg, incident, problem, change management, benefits management), according to the best practices of Reference ITIL and ISO / IEC 20000, which will be introduced in the customer which can independently complete its configuration. It is a unique feature on the market.

Main benefits deriving from the adoption of itmCLOUD®

• Availability of pre-configured workflows cartridge, aligned with the best practices of ITIL and PRINCE2 reference and certification to the ISO / IEC 20000
• Minimizing stress configuration and startup times due to the pre-configured workflows cartridge
• Maximum flexibility in case of need for new functionality, minimizing customization interventions of the solution

The philosophy and aim at the base of itmCLOUD ® is to ensure the ability to adapt applications to their environment without the need of programming or customization, but simply parameterize made ​​through standard functionality of the product. In this way we ensure: costs and start-up times and an incredibly low total cost of ownership outstanding.

Another key feature that covers all the features and processes is the native orientation to the Services of the functionality of the product, a need increasingly felt by the organizations. itmCLOUD ® makes it possible configurations with simple adaptation of processes for IT service and the ability to monitor and react according to defined KPI for Service thanks to 'Objective Calculator.

Main features of itmCLOUD®

• Classification of all the activities and entity (eg, Incident, Change, Release) managed for service
• Ability to define for all tables in the master data and for each value for the visibility of the given service in a very smooth and efficient
• Ability to define filters and subsequent views that display the available values ​​according to the selected service
• Viewing real-time target service with graphical display of the state (eg, RAG - Red Amber Green) and automatic management of escalation for optimal reactivity
• Reporting Service Oriented

Main benefits deriving from the adoption of itmCLOUD®

• Reduction of the inevitable proliferation of fields and customizations needed to set filters and views for service
• Easier for the user to identify and understand the services that the IT function delivers the
• Clear assignment of responsibilities for services in an end-to-end
• Defined service levels based on real business priorities
• Measuring the performance of the service in an end-end
• Measurement of cost to provide the service in an end-to-end
• Alignment with the best practices of ITIL ® and reference to the requirements of ISO / IEC 2000

The itmCLOUD ® supports the typical roles of IT Service Management practices (eg, Process Owner, Service Owner) and Portfolio, Programme and Project Management (eg Project Manager).

Main features of itmCLOUD®

itmCLOUD ® allows you to configure profiling to carry out ad hoc roles, but a characteristic of uniqueness is the availability of integrated "out-of-the-box" of typical roles of best practices supported, in particular for dynamic roles, or roles that are shown on the single instance such as, for example, the change owner, problem owner, the risk owner, risk actionee, etc.. or the service owner and the project manager.

Main benefits deriving from the adoption of itmCLOUD®

• Support to the definition and spread within the IT function of the typical roles of reference best practice IT Service Management and Portfolio, Programme and Project Management
• Ability to define specific visibility of information and assignments in the context of highly dynamic workflows themselves
• Reduction of consuming customization tasks