主要賣點

• Reduced costs while meeting required service levels
• Decreased risk and increased control by understanding how changes impact services and service levels
• Increased efficiency and productivity by enabling the automation of processes, allowing resource redistribution
• Faster incident logging and improved resolution while minimizing recurring incidents
• Efficient and higher quality problem solving
• Powerful management and reporting tools for enhanced decision making
• Highly configurable to meet organizational needs
• An ideal way to deliver shared services both outside the IT department and with other organizations
• Business functionality beyond the traditional scope of IT - for example, ability to create processes for human resources and facilities
• Extensible process driven solution that ensures adherence to defined procedures
• Service level management that enables the appropriate response or escalation to be automatically selected
• Configuration management database stores all service management-related data, including assets and configuration items
• Knowledge-management capabilities enable capture, creation, management, and automatic display of knowledge as part of the normal workflow
• Dynamic dashboards can be configured to graphically display key data in real time for monitoring and reporting
• Intuitive, role-based information delivery to reduce training requirements
• Automatically communicate, log calls, and facilitate support via email
• Support for best practice and regulatory initiatives such as ITIL, Six Sigma, COBIT, and Sarbanes-Oxley
• Out-of-the-box, configurable capabilities provide additional flexibility to support processes beyond ITIL
• Seamless integration with leading enterprise, desktop and network management systems