The primary objective of Incident Management is to restore correct operation of business processes in as short a time as possible.
Following the ITIL workflow procedures, Incident Management ensures that trouble tickets are assigned, tracked and monitored right through from Call Entry to Closure.
All incidents (service requests or service support requests) are classified by category, priority and impact, and then escalated to the appropriate support function.
The primary objective of Problem Management is to identify the root cause of an incident to prevent any recurrence, as far as possible.
It is therefore of fundamental importance in prevention of faults in an organisation’s IT services and in management of its IT infrastructure.
Full integration with Incident Management and Change Management, with a Knowledge Base and Known Errors makes Problem Management the core element of Xperience.
Change Management aims to ensure that changes to IT Infrastructure are carried out saving time and money and minimising risks.
Feasibility studies, authorisation, planning, implementation and testing are fundamental steps in every change management process and Xperience enables each step to be monitored automatically in order to reduce often excessively long bureaucratic procedures to a simple click.
The primary objective of Release Management is to help plan and control that changes are implemented in accordance with procedures that have been studied and tested in order to minimise the impact they might have on business processes.
The primary objective of Configuration Management is to enable the authorised functions to control the whole infrastructure.
Examining items that IT Services are dependant upon and impact on business processes, analysing costs, and studying automated configuration procedures are key elements in optimising infrastructure and the resources needed to maintain it in optimum status.
Monitoring the level of service is a fundamental process for quality and quantity control of the services an organisation delivers to its customers.
Even without having a Service Level Agreement (SLA) with a Customer, ITIL considers it essential that an organisation reviews the level of
service it delivers.
In addition, service level quantitative analysis is important also for decisions an organisation will have to make regarding infrastructure improvement or development.
Xperience provides a complete self-service Web package that aspires to exceed the user’s expectations and to reduce Help Desk costs.
The portal provides a single point of contact 24h/24h for end users who need help.
The facility enabling end users to consult their trouble tickets plays an important part in help desk optimisation noticeably reducing the resources needed to update the end user on progress.
Based on Microsoft ® Reporting Services, this function provides a strategically important service.
Analysis, presentation, information and review reports can be configured and scheduled so that they can be published duly updated in real time
The database that Xperience makes available is crucial for resolving reported trouble as fast as possible.
Being able to conduct targeted searches in just a few clicks, to apply a certain article as a solution, to populate the database in a straightforward and yet controlled fashion make the Knowledge Base an indispensable tool for both operators and users.
Xperience contains a function for managing discussion groups.
The forums are fully integrated and the System Administrator can configure the rights by which operators and users can access each discussion group.
Any discussions regarding particular situations can be recorded and made available to everyone.