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Extreme Flexibility and Codeless configuration

Incidents which are interruptions or failure to services and assets need to be addressed quickly and impact to business operations minimized
SapphireIMS ITIL Service Desk allows users to log incidents through multiple channels including a self-service portal, web interface, telephone, e-mails and SMS
Incidents are also raised on alarms or events from monitoring

Incidents are categorized based on the Service, Category, Subcategory which makes it easier to route them towards the appropriate technician or workgroup which manages them

Tickets can be automatically assigned to technicians based on attributes such as workload, specialization, location etc
A priority can be manually assigned or automatically based on a matrix using urgency and impact

Incidents progress through various states in the workflow till they are resolved and closed

The automation and analytics features identifies repeated incidents and enables you raise a problem ticket with its associated category
A Root Cause Analysis (RCA) is done to investigate the problem and a work-around suggested and a Known Error published
Resolution could involve change management and a change ticket is opened and associated with the problem
Resolution may also require a vendor or 3rd party to provide resolution and this is supported within the workflow

SapphireIMS Change Management module ensures that standardized methods and procedures are used to handle changes in the IT infrastructure to minimize impact on service quality and improve the operations
The platform caters to all kinds of changes whether they are – reactively considered in response to problems, proactively from seeking improved efficiency or to enable business and service improvement initiatives

The change management workflow is flexible to handle any nature of change – standard, emergency or planned
The change is submitted for an approval to the Change Control Board (CAB) after which it is scheduled and implemented

Services can be of varying kinds, such as request for information, documentation or requests for IT services or hardware and software
SapphireIMS has a Service Catalog to hold the directory of services from which users can select any service

In the course of fulfillment, the service request can initiate an incident ticket and link the corresponding incident
Similarly some service requests may need the change process to be initiated and an RFC can be triggered from the service request

There could be costs associated with Service Fulfillment and SapphireIMS provides for computation of cost of service which includes manpower and material costs

SapphireIMS’ service catalog enables the IT organization to create and publish new services to users
The service catalog contains comprehensive information on the services, such as description, scope of service, availability, cost, duration, status
Quick Templates are created that can be accessed and used through the self-service portal
A set of built-in Quick Templates are available for commonly used IT services
These simplify submission of tickets by users

SapphireIMS allows Service Levels to be defined in accordance with business needs to increase customer satisfaction and technician productivity
Service Levels can be set for each type of service and can be defined based on parameters, such as urgency, priority, class of user, category of service, type of asset or combinations of these

Escalations can be either be raised by users or generated by the system on major incident submission, SLA violation or a change in priority of a ticket
You can define multiple levels of escalations for hierarchical escalations

SapphireIMS helps you to build your knowledge-base based on incident record resolution details or previous experiences
This ensures ensure completeness of KB articles via Knowledge-base manager approval mechanism for new articles
Key features of SapphireIMS Knowledge Management Module:

• Helps service desk engineers to resolve incidents
• Easier access to KB articles for-end users through context sensitive KB article display in record submission form
• Log of error records, created after a problem is published to KEDB to help incident management staff resolve incidents
• Sharing of known error information
• Approval mechanism to store known error database or knowledge base details
• Search contents and manage the same
• Upload frequently used documents and corporate software to the portal
• Make them available for end-users to download through restrictions with roles

Configuration Management Database (CMDB)

These components or Configuration Items (CI) include physical entities such as hardware, software – documents, such as purchase orders, maintenance contracts – logical entities, such as database instances and conceptual entities, such as accounts or projects
The CI holds diverse information about the assets, infrastructure and virtually all functions

Relationship mapping between CI is used to track dependencies such as impact of an infrastructure on a service or associations such as list of equipment under maintenance contract with a specific vendor or even the list of peripherals connected to a desktop

The CMDB can hold information about IT as well as non IT entities in the organization