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Michele McFadden
Director of Product Management
Numara Software
to have better management offers unmatched flexibility and Versatile and Powerful Business Workflow
data to aid in IT service painless implementation, without Automation
support analysis. Influenced the overhead found with other How will you customize the solution you choose? Be sure to
by process methodologies solutions. understand exactly how it can be done with the tools you are
such as ITIL, IT service and considering and what’s involved. If it requires programming or
Moving from understanding the ITIL
support organizations have long consulting engagements, your changes will not be quick
processes to applying them in your
acceded that they can derive and they may require unexpected costs. Consider a solution
real world business environment
greater value when the data that you can easily configure without programming to adapt it to
can be a daunting task and many
and processes from these your organization’s own identity with customized logos, colors,
organizations have struggled
modules are integrated.2 fonts and language(s), along with customized fields, workflows,
and even abandoned projects
“ because resources ran out or IT and reports, and more. When you have this flexibility, individual agents
David Coyle support groups hit a wall. ITIL V3 can also tailor the look and feel of their own personal space for
Research Vice President improved usability.
Gartner, Inc. processes focus on service lifecycle
management and they can be All workflow automation is NOT created equal. Workflow automation
implemented individually at a pace is the key to making sure incidents, problems and changes are
that meets your business’ feasibility. As there are several dozen routed, escalated and resolved efficiently and correctly. An
ITIL V3 processes, it’s important to find a solution that zeros in effective solution will give you extensive automation options
on practical, rapid ITIL V3 enablement for the vital processes that to ensure that a complete audit trail of all work is tracked
support the demands of your customers. Ultimately, you need a automatically. This allows you to learn from past performance to
improve service delivery. Be sure to deploy a tool that offers you
numerous automation options for virtually every need without
any programming or database administration. Truly comprehensive
Service Strategy and Design workflow automation will give you the ability to create templates to
quickly generate common incidents and requests, including subtasks,
Service Portfolio Management define auto-routing of incidents and requests to agents or teams
Service Catalog Management
based on extensive criteria selection, create escalation rules
Service Level Management
and workflows that support flexible criteria and actions for
notifications, create parent/child relationships, move assignments
Service Transition Service Operations between projects, perform external actions and much more.
Service Asset and Incident Management Strong security in a service desk solution can ensure confidential-
Configuration Management Problem Management ity, prevent changes from being made without the proper author-
Change Management Request Fulfillment ity and retain a complete audit trail for compliance purposes.
Release Management Event Management Roles-based access ensures users only see the data they are sup-
Knowledge Management posed to see. A truly secure solution is one that supports Secure
Socket Layer (SSL) an Internet protocol (seen as HTTPS: in a
URL) designed to encrypt the information passing between the
Continual Service Improvement
user and a system. Support for Secure LDAP and Password Reset
Service Reporting capabilities are other hallmarks of a secure solution.
Whether you are dealing with internal customers, external One of the key considerations in a solution that helps you
customers or both, customer expectations are increasing and will improve the customer experience is flexibility. Will it enable you to
continue to do so. When agents are dealing with constantly rising adapt your customer-facing processes easily to meet the specific
volumes of requests, customers are seeking immediate service needs of your business? What will it take in terms of staff, extra
24/7 and budgets are getting cut, how do you deliver high-quality costs, and time to do it? Look
service to every customer? Automation can help you extend your for a solution that enables
capacity and improve the customer experience. you to work from pre-existing
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