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Information Technology Infrastructure Library, usually abbreviated to ITIL, was developed as a framework for the configuration of management processes within an ICT organization. Process implementation using ITIL takes place in a manner comparable to that of the ISO 9000 regulations for the non-ICT sector, where all the components of an organization are defined and ordered in to a specific hierarchy based on competencies and responsibilities.
Our ITIL module supports various ITIL processes based on best practice solutions we have developed through our customers. These processes are linked to one another in such a way that one can easily recognize the coherent structure. In any Change, for example, you can easily identify which Incident caused which Problem, which Configuration Management Database (CMDB) item was involved and which release the solution will be realized.
Incident Management: Incident management helps you resolve incidents as quickly and as cheaply as possible, with as little impact as possible to the organization and employees. Axxerion has a built-in workflow for Incidents based on identified best practices of organizations. Incidents can be assigned to an ‘executing’ group via a service desk or based on decision types, and can, if necessary, be escalated. Naturally, the SLA can automatically be monitored.
Configuration Management: By configuring items you can define and manage components of your infrastructure. You’ll know exactly what is where, when components have been installed and what has changed. In Axxerion, the CMDB can be put together from an extensive set of components and can be linked to other objects such as inventory, users, available and used licences, meter readings, etc.
Problem Management: A problem’s consequences can be minimized by building a database containing all known problems, solutions or alternative solutions. Frequently, once problems have been analysed, measures can be taken to prevent them in the future. Problems, for example, can be listed as FAQ, making things very accessible for the user.
Change Management: Change management allows for changes to be defined, approved and documented in a structured manner. It enables you to analyse the impact and risks of changes on various configuration items. Changes can be made directly or from within an Incident. Users can even attach a specific workflow to that process (e.g. authorization workflow). Implementations of Changes can be grouped using releases.
Release Management: Release management improves change planning: it allows you to see when releases have been scheduled, which configurations items are involved and what is to be changed.
Service Level Management: Service contracts can be linked to configuration items. And with any Incident you will be able to see which agreements have been made regarding availability and the resolution of problems.
(Self-) Service Desk Management: Incidents, Requests for Changes and Requests, among other things, can be submitted by users using simple forms which use a single sign on function if users are already logged in on the intranet network.
"ITIL" is part of the Axxerion line of products, developed by Axxerion.
Axxerion is a horizontal product. It offers functionality designed for usage across a wide variety of industries and business types.