ITIL
As early as 1994 Mansystems has incorporated the standardized process framework ITIL for IT Service Management in their own Service Management Solutions.
Mansystems has since continued to provide IT Service Management solutions for a wide variety of companies. The different functions within the Mansystems’ ExpertDesk tool still make standard use of the ITIL framework. We also have looked carefully to e-Tom and ISO and see that all of these frameworks become more and more one set of best practices.
ITIL
As ExpertDesk has evolved, the use of ITIL v2 and now the latest version, ITIL 3, have been incorporated in the standard functionality. The modules within ExpertDesk Seven includes the ITIL 3 processes that cover the entire life cycle of a Trouble Ticket (Incident, Problem and Change) and also creates the needed Work Orders, from submission to resolution.
With ExpertDesk Seven, Trouble Tickets are easily and quickly generated. It enables manual or automatic delegation of tickets, comprehensive capture of a support diary, and immediate feedback upon resolution. All of this by using an intelligent workflow.
ITIL 3 functionalities, such as Service Request Management, Knowledge Management and the combination of Asset and Configuration Management are fully integrated.
ExpertDesk’s SLA module is your answer if you want to establish internal agreements between the business and your IT, as well as creating external agreements with third party suppliers.
ExpertDesk holds the key for a smooth integration of ITIL, as well as other standard processes in your organisation.
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ITIL_3_and_BSM
