Thursday, November 25, 2010

IT Service Management and Its Users in Kovair


IT Service Management in Kovair
Kovair IT Service Management solution comes with four major transactional components: Service Request, Incident, Problem and Change Management. Information specific to each component are managed in separate silos. To ensure practical implementation of ITSM methodology in real-life, the solution also has other components like Configuration Items and Knowledge base.

Kovair’s built-in Service Catalog provides the facility for customers or service owners to submit their requests from a centralized location. Information on each component is managed separately through respective processes, which are also synchronized among each other. All requests are managed through the Service Request Fulfillment Process. IT-related Service Requests, if not resolved, can be logged as an Incident, and managed through the Incident Resolution Process. Incidents can further transform to Problem or Change, based on certain criteria. Problems can be managed through the Problem Resolution Process, and Change Requests can be managed through the Change Implementation Process. Knowledge base remains as a central repository and gets updated via Incident Resolution Process and Problem Resolution Process. The master component ‘Configuration Item’ helps you to manage IT assets like printers, software, servers, storage, and network devices.

Users in Kovair IT Service Management Solution

In a service environment, privileges/access rights of people involved in a service-oriented business are not the same. Classifications are done among the people, based on their accessibility to information, scope of operations in processes, role in service operation and delivery. It means grouping of people based on their privileges. Kovair ITSM solution comes with three pre-defined Access Groups – Service Admin Group, Service Manager Group and Service Support Group. Each group has its own access rights that are inherited to the users when they become a member of the group.

Service Support Group – Users that belong to this group can create Service Requests, Incidents and Problems. They can create records for their own or on behalf of customers. Apart from this, the group members also take participation in service management processes (Service Fulfillment Process, Incident Resolution Process, Problem Resolution Process, Change Implementation Process and Knowledge base Process) and at the same time, manage IT assets, i.e., Configuration Items.

Service Admin Group – Users that belong to this group get all privileges of the Service Support Group and Service Admin Group, and, in addition, they can manage the entire ITSM workspace. They can modify existing Processes, create new Processes from scratch, can create different Policies and Notifications, can change existing Policies and Notifications, can create Forms and Fields, can add users in the workspace, assign users to an access group and role, can remove anyuser from the workspace.


Read more about IT Service Management at wikipedia.
Also read more about requirements management tool here.

No comments:

Post a Comment