Service Portal
Growing expectations of internal and external customers require IT departments to reorganize their existing service processes. ITIL V3 best practices provide process organization recommendations, but companies often lack the tools needed to efficiently implement new processes. The Service Portal solution assists companies in the introduction of new processes and helps them efficiently organize their IT service processes.
Service Level Management
The "service level management" module monitors technical and business-related performance indicators to ensure compliance with relevant service level agreements. REALTECH's solution will generate alerts to report any deviations to the responsible administrators.
A detailed look at the features:
- Maps any service catalog
- Maps service interdependencies
- Maps all relevant specifications for each agreement (service hours, maintenance window, thresholds)
- Multi-user Web portal gives customers access to reports
- KPIs – in real-time and history charts
The "service level management" module can directly access the CMDB allowing for the automation of inventory & asset management. Thanks to its integration with change, incident, and problem management processes and other configuration items users can access inventory data directly from the Service Portal.
Service Catalog Management
The "service catalog management" module lets IT departments organize their entire service portfolio. This component provides a foundation for effective cost allocation. The primary objective of the process is to make sure that a service catalog is developed and maintained. It needs to contain precise information on any services that are already available or in preparation. The service catalog provides all other service management processes with the information they need. This includes detailed descriptions of the services as well as information on their current status and interdependencies.
