ITSM Processes

To enable quick deployment and ensure industry best practices, CSM provides OOTB solutions to support the a variety of service desk processes.

OOTB processes include:

• Incident/Service Request: Ensures that Services are restored and requests for information/advice or access a Service are fulfilled as quickly as possible.
• Problem: Ensures that the root cause of multiple Incidents is resolved as quickly as possible.
• Service Portfolio/ Service Catalog: Allows organizations to create and manage a comprehensive set of Service offerings for Customers.
• Service Asset and Configuration: Ensures that all Configuration Items are effectively managed and stored in the Configuration Management Database (CMDB).
• Change Request: Ensures that Changes are recorded, classified, scheduled, implemented, and reviewed to minimize Service disruption to the company.
• Knowledge: Ensures that all Knowledge in your CSM Knowledge Base is efficiently gathered, approved, stored, and shared with Users and Customers.
• Supplier: Allows Users to onboard and offboard multiple Suppliers (internal and/or external) and manage their individual lifecycles, which includes defining information, creating Agreements, and assessing performance.
• Agreement: Allows Users to manage individual Operational Level Agreements (OLAs) and Underpinning Contracts (UCs).
• Service Catalog Template: Allows Users to manage deliverables that are comprised on Work Units and available to Customers from the Service Catalog in the Customer Portal.
• Work Unit: Allows Users to manage generic tasks that are required to fulfill a Service Request.

Because every organization is different, CSM offers the ability to create, tailor, or delete processes. CSM also offers the ability to quickly merge and integrate additional processes (example: ITPT, Release, etc.).