SM - Service Desk and Service Management

This is one of the core modules of itmSUITE® and as such can be activated autonomously. It includes a powerful workflow engine which can be freely configured to support the execution of the IT Service Management processes. SME also has the appropriate functions needed to operate a modern Service Desk, based on service management best practice and standards such as ITIL and ISO/IEC 20000.

For this module, various pre-configured processes that speed up and simplify process activation in line with the best practice and standards are available. These include:

• Demand Management
• Incident Management
• Change Management
• Problem Management
• Request Fulfilment
• Release & Deployment Management
• Access Management
• Etc

The workflow engine can be configured in an unlimited number of ways and as such this module is able to support other processes, for example sales and purchasing, that are outside the restricted field of IT. This module is perfectly integrated with the PM (Project and Portfolio Management) module and numerous other complementary modules.

Together they form a comprehensive and powerful automation tool for IT management (services and projects), key elements for the IT system of a service provide.