IT Service Management

TechNation offers Smart Software Solutions that provides most flexible and comprehensive, out-of-the-box IT Service Management (ITSM) solution for enhanced visibility into service management processes and infrastructure. Fully integrated, highly configurable and built to scale, Service Desk – ITSM can easily meet needs of organizations of all sizes.
Our Service Desk has the following core ITIL processes:
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Change Management
  • Asset and Configuration Management
  • Work Order Management
  • Software Asset Management
  • Financial Management
  • Service Catalog Management
  • Service Portfolio Management
  • Service Level Management
  • Knowledge Management
  • Event Management
  • Release & Deployment Management
  • IT Service Continuity Management
  • Asset Discovery
In additional following supporting modules are available in our integrated ITSM and CRM Suite.
  • Contracts Management
  • Survey Management
  • Sales Management
  • Project Management
  • Inventory Management
  • Purchase Management
  • Work Order Management

Summary of our Service Desk capabilities summary

1. Incident Management

The incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. In our Service Desk – ITSM, service managers can monitor availability levels against SLAs.

2. Service Request Fulfillment           

Track and manage your service requests, with workflow, ITIL Request Fulfilment aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests which require approvals such as ( Request for laptop or employee onboarding process)

3. Problem Management

Supports the Process responsible for managing the lifecycle of all Problems. The primary objective of Problem Management is to prevent Incidents from happening and to minimize the impact of Incidents that cannot be prevented.

4. System Asset and Configuration Management – SACM

TechNationService Desk maintains information about Configuration Items & Assets, required for delivering an IT service, including their relationships. Also, you can map discovered IT Assets to incidents, problems, service requests, changes & releases.

5. Software Asset Management –  SAM         

SAM helps in tracking licenses used against purchased licenses and license expiration, thus allowing the company to function ethically and within software compliance regulations.

6. Change Management

Helps in control of the lifecycle of all Changes, with minimum disruption to IT services. Automate your IT change process with regulatory compliances.

7. Release & Deployment Management

Streamline your software/hardware deployment processes, with control of the movement of releases to test and live environments. Helps in ensuring the integrity of the live environment is protected and that the correct components are released.

8. Service Catalog Management 

Service Catalog is the front face of IT, for Published services you offer. Service Catalog Management provides vital information for all other Service Management processes: Service details, current status, and the services’ interdependencies. TechNation Service Desk can be used for support services for departments other than IT, such as HR, Administration, Customer Service, and Facilities

9. Portfolio Management 

Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services, in order to support all stages of ITSM Service lifecycle.

10. Service Level Management – SLM

TechNation SLM helps you in designing services in accordance with the agreed service level targets. Also ensures all Operational Level Agreements – OLAs, and Underpinning Contracts – UC is appropriate, and to monitor and report on service levels compliance.

11. IT Service Continuity Management (ITSCM)  

TechNation ITSCM helps Business Continuity Management teams in the management of risks that could seriously impact IT services. Helps in ensuring IT service providers can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services.

12. Knowledge Management,

TechNation Knowledge Management helps you to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge across the enterprise.

13. Contracts Management 

Manage & Control all vendor contracts documents. Acts as a repository to store your purchasing and customer contracts, so everyone can find them easily. Let’s set up alerts before expiry.

14. Procurement Management 

Automates the purchasing function of organizations from the creation of Purchase Orders, Receipt of goods, to vendor follow-up and payments.

15. Projects Management 

TechNation Service Desk Project Portfolio Management (PPM) helps you manage project portfolios across the enterprise, with the management of costs and schedule of resources. It is integrated with Service Portfolios and Demand Management to effectively manage your services and projects portfolio across the enterprise.

16. Work Order Management 

Work Order Management allows dispatchers, call center agents, and other users to create manage and share work orders with field workers.  This increased visibility lets field-based teams know exactly what’s required to successfully execute, invoice, and close the work order, taking into account the customer’s preferences and the availability of resources.

17. Integrations  

TechNation Service Desk has integration adopters, available with a variety of systems such as any Internet of things – IoT devices, contact centers, barcode equipment’s, websites, simple /advanced active directory integration, and event monitoring tools.