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8Manage Service Management is based on ITSM and ITIL standards and is suitable for both IT and non-IT industries. It can provide the following advantages:
8Manage Service Management can enhance the company’s ability to identify and solve problems, improve customer satisfaction and employee satisfaction, and allow employees to work happily, thereby increasing employee productivity and bringing business value to the company.
Incident Management is a process area of the ITSM standard. The most important goal of the Incident Management process is to restore normal service operations as soon as possible and minimize failures. Incident Management provides the following functions:
One problem can cause multiple incidents, and the resolution of the incident can be a workaround. The solution to the problem must be a complete and permanent solution. Incidents or problems must be fixed through a change request (CR). In the process of change, configuration and asset management are inevitably involved. Issues, incidents, change requests and configuration and asset management are very closely related. If they are divided into four independent modules, the system will be complicated and difficult to use. 8Manage service management cleverly designs them into a native one. If they need to be used independently, they can also be used separately. 8Manage problem management can help you analyze the root cause (Root Cause Analysis), and permanently identify, track and resolve recurring incidents. 8Manage problem management can be active management or passive management. It is recommended that companies take the initiative in problem management to prevent accidents. The process of 8Manage problem management is as follows:
8Manage Problem Management can work together with 8Manage Incident Management, 8Manage Change Management, and 8Manage Configuration and Asset Management to maximize effective problem management.
8Manage Change Management can help you minimize failed changes and reduce the cost of each change. It allows you to simply approve low-risk changes, thereby improving process efficiency. For complex changes, the approval of the Change Advisory Board is required.
8Manage Change Management uses a formal process to complete changes. It works in the following ways:
A complex change may involve multiple sub-changes, and these sub-changes may be responsible by members of different departments. 8Manage Change Management supports related changes. Some parent changes can be completed without waiting for the completion of the child changes, while some parent changes must be completed after all the child changes are completed.
A change can be a short-lived workaround designed to quickly resolve the incident, or it can be a complete and permanent solution to the problem. Therefore, 8Manage Change Management can work closely with 8Manage Incident Management and 8Manage Problem Management. Changes are also closely related to the hardware and software configuration of the device, so 8Manage Change Management can also work closely with 8Manage Configuration and Asset Management.
Configuration Items (CI) are all the components that need to be managed to deliver a service.
8Manage Configuration Management supports CI’s that vary greatly in size and type, from the entire service or system (including all hardware, software, documentation, and support personnel) to individual software modules or secondary hardware components. 8Manage Configuration Management also provides the following systematic methods to help manage CI:
Configuration management is essential to the entire service management. If the CI information is not recorded correctly or not accurately shared with all stakeholders, other practices (such as incident management, problem management and change management) will be invalid.
Understanding the value of 8Manage Configuration Management and the need for investment in CI management can help you more effectively meet the needs of customers and other stakeholders.
8Manage IT Asset Management provides a set of business processes that help you manage the lifecycle and inventory of IT assets in your organization. It helps ensure assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. When properly applied, it can help your organization to lower IT costs, reduce IT risk and improve its productivity.
8Manage Service Catalog provides the following information to let customers understand your services in depth, promote sales and support services:
Using a well-organized service catalog to fulfill customer requests can bring the following benefits to your business: