IT Service Management (ITSM)

Our IT service-management platform APEX® is designed to bring a structure to service-oriented IT departments. It serves as a guide to help organisations effectively align IT goals and business goals, especially for companies that are customer focused.

IT service management (ITSM) is at the heart of our service delivery. Directed by policies, organised and structured in processes and supporting procedures – to ensure a high-quality, repeatable IT service is delivered to Customers.

The combination of Microsoft Azure and ServiceNow enables us to provide a secure, truly scalable and enterprise grade platform to smaller businesses.

From a compliance point of view, ServiceNow is certified ISO 27001, ISO/IEC 27018, SSAE SOC 1 Type 2 and SOC 2 Type, and the FedRAMP moderate.

 

 

The ServiceNow™ platform (we call APEX®) provides a range of ITSM applications: 

• Incident Management- for managing and tracking Incidents (a disruption to normal operations) and Service Requests (for new services, software or hardware). This Incident Management application is designed to manage the entire Incident Management process to assist in restoring service to customers as quickly as possible. The ability to prioritize Incidents and Service Requests according to business impact allows staff to focus efforts where it matters most.
• Problem Management- for managing Problem investigations from detection to eradication through the ITIL sub-processes of Problem Control, Error Control, and Pro-Active Problem Analysis, Problem Management processes remove defects from the IT infrastructure, eliminate recurring Incidents, and stabilize the environment.
• Change and Release Management- for tracking scheduled and planned infrastructure changes. This includes process management and planning capabilities that help increase the speed and consistency in the way changes are implemented while minimizing risk and errors. This module includes a built-in approval process for Change and Release Management. The Change module is completely integrated with Incident, Problem, and Service Level Management applications.
• Service Level Management- for tracking Service Level commitments with customers and from vendors, thus allowing management to pinpoint weaknesses and take corrective action.
• Staff Communication – for sending context relevant information to staff so they are always aware of what is happening with their incident.
• Dashboards & Reports – a range of data visualization tools to improve the interpretation of collected data to identify trends and alignment to contractual obligations.
• Configuration Management Database (CMDB) – a collection of all IT assets and their configuration.