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This article will explain in detail what the characteristics of an excellent ITSM should have, and the content of the article is of high quality, so the editor will share it with you for reference. I hope you will have a certain understanding of the relevant knowledge after reading this article.

IT service management system, that is, ITSM, there are many brands in the market, and now there are a wide range of choices. If there is no professional experience and in-depth consideration of their own needs, if there is no professional experience and combined with their own needs, the management software of ITSM is very theoretical and professional. The products on the market are also uneven. So how to select IT service management system (operation and maintenance management system) / ITSM? In the face of foreign mature ITSM products, for an excellent domestic ITSM, what technical characteristics should there be?

1. Support for standards and the ability to use them out of the box

Whether the product is based on the global IT management industry recognized guidance framework ITIL service management system, to help customers standardize the information system service process management and operation, the use of advanced standardized IT management model, to build a first-class service management process. Based on ITILv3 global best practices, with complete CMDB as the core, service catalog and service level as the link, built-in processes, roles and assessment indicators based on ITIL global best practices.

2. Whether there is a powerful process engine

The process engine provides automated approval processes, flexible SLA records, unlimited number of management processes, and support for distributed teams.

The process engine of ITSM provides effective support for the implementation of ITIL. The management ideas and processes advocated by ITIL can be realized through a management platform that can show its advantages as much as possible, so that the theory can better serve the actual operation, so that it supports your process and IT business, realizes the good practice of IT operation management, and makes it possible to take the initiative and automation of the process.

3. Platform and configuration capability

All the process and interface elements of the product support flexible configuration and can adapt to the changing management needs of customers. Open and expansible, easy to expand and customize, can adapt to the requirements of new business and new technology of production system, and realize the unified management of all kinds of resources and integration with other management software, and adapt to the realization of the overall goal of customer ITSM system in the future.

By using the fully graphical and interface customized way, the addition and modification of all processes and functions related to the IT service management system do not need any code-level secondary development work. Due to the lack of secondary development work, the implementation cycle is more than 50% shorter than that of similar products.

Rich integration interfaces. Support and monitoring, automation system, OA to do, portal, email, SMS, AD, Wechat, nails and other integration, almost without coding or writing a small amount of external code.

In addition to this standardized internal interface, and provides a rich integration interface API for external system integration calls, can you promise to unconditionally meet the docking integration with other systems?

4. Whether the report can support the establishment of a quantifiable operation and maintenance system

Powerful report management function, can achieve the ability of complete customization of the report, ServiceHot ITSM statistical analysis of all aspects of the quality of operation and maintenance, in order to understand the problems and improvement objectives of IT department in operation and maintenance.

5. Whether to support the group's enterprise-level IT service management model: centralized data, unified management and control, and avoid multiple investments.

Many IT service management software often assume that the use scenario is a separate office location of large enterprises, do not take into account the business distribution characteristics of many enterprises, and the dispersion of IT teams. At the beginning of the design, considering the support for distributed large IT teams, its management effect has been verified in many domestic customer projects, such as branches and head offices, the headquarters of a large enterprise and various business units, a large IT service provider and various customer resident project teams can share a set of ITSM platform, and so on. These include:

Support multi-level operation and maintenance organization, can support distributed, multi-level IT service organization mode

Support for multi-level rights management (service team / administrator / user)

Support for multi-level organizational architecture (users)

Support multi-level service desk

Support multi-level process / interface customization

Support user self-service

A knowledge base that supports unified and hierarchical sharing

6. The ability of mobile operation and maintenance and multi-channel access

A mature and powerful ITSM, in addition to providing a good experience of PC access to the Web interface, but also supports mobile APP (ios and android), pad terminals, Wechat, nailing, mail access. Access to the ITSM platform at any time and through multiple channels, especially in SaaS mode. The self-service barrier reporting and notification functions based on Wechat and nails help business department employees to facilitate barrier reporting, communicate more smoothly and transparently, reduce pressure on the IT help desk, and more importantly, improve IT users' sense of participation and satisfaction.

7. Configuration automation discovery and integrated design

Automatic Discovery of CMDB and configuration items

Whether ITSM has a built-in CMDB model that conforms to industry best practices and is application-centric, and can support automatic discovery of key properties and relationships of configuration items. Let CMDB be really used to ensure that the data is timely, accurate and accessible.

Integrated design of "governance, supervision and control"

Does the product form a full set of product lines and solutions in IT governance consulting, monitoring, automation and IT service management in accordance with the idea of "governance, supervision and control" integration?

8. Whether SaaS mode and on-demand purchase are supported

Compared with the traditional project purchase license model, SaaS has the following obvious advantages:

Low cost, low risk. Buy and use, pay only one cycle at a time, reduce construction costs and the risk of trial and error, no annual maintenance fee.

The deployment cycle is short. Pre-deployment of software and hardware and standardized product configuration can be used with simple requirements, and the deployment schedule of complex requirements can also be greatly shortened.

High availability is safer. With centralized storage, backup, firewall, high availability design and operation monitoring management and professional and strong operation and maintenance team, data security is more guaranteed and availability is higher.

Maintenance-free and energy-saving. There are professional personnel to provide operation and support services online to save worry and effort.

On the excellent ITSM should have which features to share here, I hope that the above content can be of some help to you, can learn more knowledge. If you think the article is good, you can share it for more people to see.

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