Our IT Service Management (ITSM) tool is a complete end user management solution which will provide a unified environment to manage the end users. The Service Management platform is a process based and comes with the out of box processes verified against ITIL best practices. The solution provides an integrated approach to handle End User Management, IT Asset Management and IT Service Management.
Organizational Process Automation: Due to the process-based approach, the solution can be used to automate organizational processes. The legacy paper-based processes such as HR, Finance, Procurement, Admin, Legal, etc. can be easily transformed to automated processes. This will facilitate a unified platform for end users to request from any department within the organization. The platform can be extended to automate processes outside the organization (customers and vendors). The solution presents a code free environment which will enable users to build processes without the need to have programming resources. The solution can also integrate with other solutions in the current environment to provide a single, unified interface to end users to raise incidents/requests and get updates on their incidents/requests.
The ITSM tool such as LANDesk also provides an integrated systems management, patch management, security management, mobile device management and IT Asset management modules which will complement the IT Service management processes. LANDesk ITSM solution portfolio also includes a powerful self service reporting and dashboard tool which can provide unified dashboards from different modules. LANDesk ITSM tool is also capable of connecting to third party solutions to provide complete visibility on KPI’s and performance of different teams.
With Intertec’s consulting approach, we help the clients to ensure the success of service management transformation, following a phased approach to manage internal changes. Our in-house consultants will engage with customer stakeholders to define the processes, which ensures that process complies with the standards such as ISO 20000 and ITIL V3, while adhering to the customer’s unique features. The process documentation sets will be easily available for reference, audits or any other requirements. The engagement of process consultants will address any process gaps that could otherwise arise. The solution will ensure that the customer would not face any compliance challenges with respect to process definition if the customer chooses for a third party audit or certifications such as ISO 20000:2011.