An ITSM software brings together a comprehensive set of service and lifecycle products designed to

improve service levels and productivity, deliver best practices and standardization, and align IT to the
delivery of business value.
An IT service management software must include a reporting and analytics dashboard for business
processing automation.
Incident Management
Objective: Incident Tracking and Resolution

ITSM Incident Management provides core service desk functionality of efficiently identifying, responding
to, and tracking issues and service requests needing resolution.
Problem Management
Objective: Identify Problem Sources and Resolutions

Problem Management gives you tools to initiate actions to correct or minimize adverse impact from
problems and address the root cause by focusing on known errors. You can pinpoint a problem's
source, allowing the service desk to correct issues quickly. By relating problems to particular incidents,
known errors and changes, the ITSM integrated solution promotes visibility of current status with realtime dashboards, an "at-a-glance" problem board, and technician status alerts.
Problem Management results in identification of the root cause of the error; errors are then
systematically eliminated. In this way, proactive problem management decreases the quantity of
incidents as trends are analyzed and permanent fixes are implemented.
Change Management
Objective: Minimize the Impact of Change

Change Management module provides a centralized tool to manage, track, and optimize changes,
ensuring that business goals and IT services are in constant alignment. Change Management ensures
that standardized methods and procedures are used to efficiently and promptly handle all changes,
streamlining workflow and increasing productivity. This approach minimizes the impact of changerelated incidents on the business.
Release Management
Objective: Smoother, Less Costly Releases
Release Management module delivers a proactive solution to plan, deploy, and manage releases to

system users with precision and confidence. Release Management addresses the entire release cycle,
increasing rollout visibility and quality.
Service Level Management
Objective: Meet Service Expectations, More Accurately

Service Level Management module provides a centralized management console to design, build,
manage and monitor service agreements throughout their lifecycle. These proactive tools enable IT to
be in constant touch with actual performance and take action should service fall short of established
targets. Use the Service Level Management solution to define and manage service catalogs, service
level agreements, operational level agreements, and underlying contracts.

Configuration Management
Objective: Enterprise Class Configuration Management Tool

Configuration Management module enables enterprise-class management of the configuration items

(CIs) that make up the business services and IT infrastructure being supported. Configuration
Management provides the tools needed to define, accurately identify, and report on CIs. Automated
approval and assignment processes create efficiencies and cost savings. With real-time CI monitoring,
the status of changes, requests for change, and verification of CI completeness and correctness are
made transparent. The module employs a configuration management database (CMDB) that provides a
single repository for all CIs.
Availability Management
Objective: Measure and Improve Service Availability

ITSM Availability Management module is a natural extension of Service Level Management. This
module incorporates sophisticated availability metrics that capture ongoing performance statistics for
individual IT components or an entire business service. Monitor availability via real-time dashboards and
availability reports. Incident reports provide mean time between failure (MTBF) and mean time to repair
(MTTR). Failure assessment tools quickly pinpoint critical infrastructure risk before that risk impacts
critical business services. With Availability Management, IT can proactively reduce down time and CI
unavailability when they have a 360 degree view into the single points of failure in the IT infrastructure.
Knowledge Management Software System
Objective: Create a knowledge repository for your business

ITSM Knowledge Management module is a tool for building your organization's knowledge repositories,
and creating access for the knowledge consumers to easily find the information that will be valuable to
them. Knowledge Management also provides a business management system that allows your
knowledge workers to continuously refine articles and solutions to ensure accurate, up-to-date
information. By integrating the knowledge base with Self Service, your service portal becomes a self
help system to enable users to solve their own problems reducing agent intervention dramatically