One shared view from request to resolution
Make the path of every request visible
Request and IT service management provides a reliable basis for everyday operations when needs, responsibilities, deadlines, escalations and completed actions can be followed in one shared view.
Capture the need
An incident, request or service need.
Assign responsibility
A clear owner and next action.
Act and escalate
Deadlines, delegation and required involvement.
Close and retrieve
A traceable history of completed actions.
Two distinct solution focuses
TTMS
ITIL-based service management for tracking incidents, changes and configurations, with auditable documentation.
- Incidents
- Changes
- Configurations
HD system
Multi-channel request handling for L1/L2 support processes, including delegation and escalation.
- Multi-channel
- L1/L2 support
- Delegation
The service model determines the right direction
The two solutions have different scopes. Selection depends on the service model, roles, reporting needs and existing systems.