ITIL – ITSM processes

Today, Information Technology Service Management (ITSM) platforms have evolved enormously from the old Customer Service Centre (CSC) management tools that initially existed to hugely advanced environments in which integrated process management of all types of businesses (not only IT) is done.
These have become cornerstones for the execution of all types of tasks that companies require for the optimal maintenance of their organisation and business.

Formally, ITSM refers to a discipline based on an extremely wide – range of processes.

The ITSM platforms used for their running are the heart of this centralised process management that connect and integrate with many other tools that complement and extend functionality in order to obtain the best and most integrated service possible.

The new ITSM platforms aim to respond to the four dimensions of service management stated in ITIL for the best running of IT services.

The trend is for the growth in support functionality and continuous improvement. That is to say, new platforms are including among their components technology such as virtual assistants, artificial intelligence and automation modules.

Famytec Solutions has a team with extensive experience in ITSM platforms which is dedicated to consultancy and support in both the definition, design and implementation of traditional IT processes and the inclusion of new non – IT business areas. Famytec also provides support in decision making on tools and platforms as well as undertaking their management and administration.

Do not hesitate to contact us if you need help with any of the following tasks:

  • Process Analysis and Design.
  • Incident and Problem Management.
  • Configuration Management (CMDB).
  • Asset Management.
  • Change Management.
  • Deployment Management.
  • Service Level Agreement (SLA) Management.
  • Service Request and Work Order Management.
  • User-friendly interface: Digital Workplace (MyIT) and Smart IT.
  • Report Management.
  • Integration with Other Systems.