ITIL Processes

Companies that choose CMDBuild to manage IT assets following ITIL guidelines (or other quality systems) can use the same features described in the assets management, and handle related processes.
With CMDBuild you can configure all ITIL workflows, including the most popular like:

  • Incident Management("ticketing")
  • Change Management
  • Requestfulfillment
  • problem Management
  • Service CatalogueManagement
  • Service Level Management

Workflow implementation includes:

  • custom authorization system
  • involvement of IT staff, non-IT staff, external suppliers, etc.
  • interaction by non-technical staff through the intranet portal
  • notifications by e-mail
  • attachments
  • workflow start by using monitoring systems (Incident) or other external inputs
  • automatic reports (work orders, checkouts, etc.)
  • tracking of all transactions with SLA statistics
  • correlations between processes and items
  • "calendar" views
  • registration of user satisfaction
  • application interaction with other applications (SOAP)
  • process scheduling
ITIL Processes
ITIL Processes

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