ITIL Service Management
The Service Catalog is a menu of IT services. It describes features, components, charges etc and provides details of SLAs between the organization, its customers and suppliers.
The Ionix Service Manager Service Catalog is accessed via the Customer Portal and provides customers with an end-to-end service view of the IT services available to an organization.
From the Service Catalog, internal and external customers can perform a number of tasks such as request a service, or report an Incident against the service. Customers can track requests for service and add additional information as it comes to hand.
For Business Managers, Service Level Management reports can be published to the Customer Portal, providing ease of access to performance information. In addition, availability of services can be tracked and their performance analyzed.
The Ionix Service Manager CMDB is defined around the Service Catalog, rather than around Configuration Items. This builds upon the ITIL service-centric view of IT infrastructure and allows users to:
see all the services linked to any CMDB item
assess the impact of an outage - the full impact upon both services and CMDB items is included
graphically review links between services and other CMDB items
Tiered services are supported - the main business service which the customers understands and sees, and internal 'operational services' which are components of the business service. Operational services provide an additional level of information to help the Service Desk identify trends and troubleshoot issues.