What you need to manage IT services

xperience ITSM infographic
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What is Xperience ITSM

Xperience ITSM is an application platform that makes problem sharing and joint participation in problem solving possible: this is a totally different approach from the strict, set division of tasks established by traditional outsourcing.

What does Experience ITSM do

Xperience ITSM is an application for managing IT Service Management processes (Incident, Problem, Change, Configuration, Service Level)  which, in addition to all the functions for managing IT Service processes, allows performance to be measured and analyzed to evaluate the effectiveness of these functions and thereby be of use in decision-making processes.

The solution that automates IT processes

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Incident

Incident management aims to minimize unplanned interruptions to service restoring normal service operation as quickly as possible according to agreed service levels. With Xperience, incidents are categorized by priority and severity and then assigned to the most appropriate support group.

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Configuration

Configuration Management is at the center of efficient IT service management. The quality of the data in the Asset Management Database influences the efficiency of the operations involved in managing the whole service.
All the processes and services use and interact with Configuration Management.

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Problem

Problem Management facilitates proactive management of the IT infrastructures of a business by identifying and reducing the number of incidents that are reported to the Service Desk. The primary objective of Problem Management is to identify the root cause of incidents and to create a Request for Change (RFC) to prevent them from recurring.

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Service Level

SLAs are an immediate way of improving service as they provide alerts to inefficiencies and assure integration of agreements with past incidents and problems in a random system. The Service Level Management function of Xperience makes it possible to create and manage formalized commitments for the IT service as outlined by the ITIL methodology.

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Change

Efficient management of a service depends on the ability to make fast and carefully thought-out changes to infrastructures, including new installations, hardware and software upgrades, configuration changes and user data transfers. Change Management ensures use of standardized methods and procedures.

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Release

The objective of Release Management is to consider changes in IT services in all their aspects, technical and non-technical. Xperience provides a chain-based approach for monitoring and managing services through integration of operations for Incident, Problem, Change, Configuration, Service Level and Release Management in a single application.

The advantages of Xperience ITSM


Implementation of Xperience ITSM provides substantial advantages: it improves IT Governance, it automates Service Management processes and offers businesses greater flexibility.

The solution is the result of Basis Information Technology’s first-hand experience in management of IT support services and therefore benefits from an in-depth knowledge of all related processes, dynamics and needs.

We have developed Xperience so that it might be a solution capable of:

  • Automating processes, increasing their efficiency
  • Reducing the time required for notifying incidents and managing tickets
  • Managingall types of incidents in a single application
  • Providing a real time analysisof SLA trends
  • Supporting decisions with simple reporting tools
Improving processes

Global support for service management methods based on ITIL (Information Technology Infrastructure Library) best practices, optimizing and reducing service management costs.

Empowering the service user

Giving the end user the possibility to enter requests for support and to solve problems online reduces the service desk workload and increases the perceived quality of service.

Centralized control

The whole installation, setup and maintenance of Xperience is centralized, thus reducing the time and cost of server and desktop management. Upgrades and new versions, once installed in the server, automatically update the whole architecture without disrupting service and reducing deployment costs to zero.

The Windows style in a browser application

Xperience is a totally web-based application, with global functions that incorporate HTML and Javascript. Multiple windows open in a single management console, requiring only one click for operation and navigation functions.

Customer Portal
  • Time-Zoning
  • Multilingual
  • Mail Message Access
  • Web access to the service, 24 hours a day
  • Knowledge Base
  • Script
  • Customer Satisfaction Surveys
  • Proactive notification with the Bulletin Board

The businesses that have already chosen Xperience ITSM

In Xperience we have found a tool that not only manages processes but has guided us, and continues toguide us, in rationalizing these processes. We also aimed to have Data that might help in managing services. And today, that same data is what is driving colleagues of other services to move their processes too onto Xperience.”

“Since we have had Xperience there has been a change in terms of management within the European University Institute

with having a proper management systemBefore Xperience we didn’t have: a catalogue of services, workflows, procedures

and transparency on ticket status.”

Laura Bechi

User Support Coordinator Real Estate and Facilities Service

Martin Legner

ICT User Support Coordinator

European University Institute

Download the case history EUI

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