Enriching its supervision interface with an ITSM tool, i.e. an IT service management tool, more and more companies are making this choice. But why? Why is an ITSM (IT Service Management) tool necessary for certain companies, especially those with support activities such as internal or external helpdesks and other call centers?
A better efficiency of the support services, a better management of tickets, a better response to the expectations of customers who are more and more connected... Enriching the supervision solution ServiceNav of an ITSM tool has many advantages.
What is the purpose of an ITSM tool?
An ITSM makes it possible on the one hand to monitor support activity and thus enable technicians to manage incident tickets more simply, quickly and efficiently, but also to store in a database all the information on the hardware and software deployed. Thus, when an incident is reported by a user, his hardware and software configuration is attached to the ticket, which makes it possible to better identify problems and potentially link them to this or that hardware/software.
This type of tool is based on a ITIL repositorywhich is a grouping of good practices in information system managementfrom the organization of the information system to the means of reducing risks and improving the effectiveness of the IS and the services quality.
The use of an ITSM tool has become indispensable for assistance companies whose customers are more demanding. It can be deployed internally or used on external virtualized platforms (SaaS).
The added value of an ITSM tool integrated with ServiceNav
The ServiceNav supervision software has been constantly evolving since its creation and allows interconnection with a whole range of ITSM tools, in particular the open-source GLPi solution (Gestionnaire libre de parc informatique) or Easyvista, Pytheas, Itop,...
The ITSM tool allows you to make an inventory of software and hardware resources but also to manage all helpdesk actions (incident reporting, classification, prioritisation, requests for changes, reminders, etc.). With real-time feedback of information from ITSM to ServiceNav, the ServiceNav offer is expanding and has a precise follow-up of each incident. ServiceNav makes it possible to identify hardware and software infrastructures with recurring problems and to propose the appropriate treatments .
Interfacing exists in both SaaS and OnPremise modes, the creation of tickets - whose status can be read - in a semi-automatic or even automatic way is possible from ServiceNav to the ITSM tool.
Integrating an ITSM tool into its supervision tool is part of a process aimed at combine resources and capabilities to deliver real value to customers.
Adding an ITSM tool such as GLPi to ServiceNav means benefiting from numerous functionalities offering significant advantages for a company. Among them :
- A reduction in costs
- Value for money
- Rigorous license management
- Greater user satisfaction
- Increased safety
This type of solution is can be easily integrated into the ServiceNav supervision software. It can be put into production immediately.
