IT service management understanding changed a lot with the major update of ITIL (Information Technology Infrastructure Library) released in the first quarter of 2019. New ITIL, being an international standard for IT service management, gets focused on using ITSM’s best practices to support not only IT, but other business departments — HR, procurement, finances, etc. — which provide services to employees too.
Today, workflow-based ITSM software needs to go beyond standard capabilities and be flexible and configurable enough to enable effective management of any business services and scale benefits of ITSM best practices to the company level.
An advanced ITSM solution based on CMW Tracker is designed for quick request handling automation and gaining full control over IT service management. Easily create IT service catalog, configure request forms and workflows, set up SLAs (Service Level Agreements) without having to code. Even more, it allows you to add new services, modify forms and request handling processes on-the-fly within a highly intuitive user interface, right from your web-browser.
Workflow-based ITSM system by CMW Lab can grow with your business as your needs change. Start from improving ITSM, then add more services and scale your success to HR service management, claims management or any other business services.
Easily design request forms, re-use them and add new fields when needed.
Have a new, automated request handling process up and running within days, not months.
Get advantage of on-the-fly changes to request-forms and automated workflows in your ITSM solutions.
Improve team communication and collaboration thanks to a single work environment.
Identify request management bottlenecks and implement corrective action in time:
IT service management (ITSM) is a set of activities IT teams perform while managing end-to-end delivery of IT services to customers, either internal or external.
ITSM is committed to a process-based approach, when designing, planning and delivering IT services offered to customers. What are ITSM processes? In general these processes are defined as a set of processes related someway to effective IT service delivery or aligning IT to business needs. ITSM processes are also frequently associated with processes and ITSM best practices described in ITIL (IT Infrastructure Library), a guideline that defines the most widely accepted approach to ITSM.
The key ITSM processes include:
IT service management can be a great advantage for IT teams, engaged to deliver high value for business. ITSM tools are often marketed as ITSM platforms, which allow designing the best fit solutions to fulfill your defined functional requirements with drag and drop simplicity.
In Cloud & On-premise
CMW Lab® provides both on-premise and in Cloud deployment options. Besides, flexible transition between cloud-based workflow solution and on-premise one can be rolled out if needed. Deployment options
API and Integrations
CMW Lab provides wide workflow integration capabilities.Take advantage of bidirectional integration scenarios, s support for both fine grained, and bulk export operations – all available through Web Services open API’s and built-in enterprise services. Integration capabilities
Run your workflow seamlessly on your desktop computer, iOS and Android phone or tablet and enjoy fully consistent user experience.