The Benefits of Alignment with ITIL Best Practices

FrontRange ITSM product line with ITIL best practices forefront in our design (also SOX and COBIT strategies). ITIL is the Information Technology Infrastructure Library, an open and extensible best-practices framework. Originally developed by the British government, ITIL has become the leading international standard in IT service management processes. Thousands of organisations have adopted ITIL in their process development. ITIL alignment in your ITSM deployment gives you access to a wealth of best practices information developed across thousands of organisations, and a means to act on what you learn.

Best practices work to align IT with your business goals, improve efficiency of service delivery, sustain revenue growth, improve corporate information systems, and improve customer loyalty.

The Benefits of Role-based Implementation
ITSM modules allow your administrators and users to configure their system based on each user's role in your organisation. You can create dashboards and reports, and implement role-based policies for business rules, reporting, and security. Work easily with business objects, focusing on business functions, not coding and testing. No matter the user's role-change manager, service manager, technician, etc.-you can select and tailor the business objects that perform the functions for that person's role.

The Flexibility of Phased Implementation
Your needs and budget priorities are ever changing. ITSM can be deployed one module at a time and easily scales from a few users to your entire organisation. You control the entire process-including the effect on your organisation and your budget. Combining rapid deployment and quick time-to-benefit with modular deployment, ITSM gives you practical budgetary and operational visibility of your entire service technology program.

ITSM Addresses Your Core Business Drivers Directly
Cost Reduction
Regulatory Compliance (Sarbanes Oxley, ISO/IEC, etc.)
Reducing IT Complexity
Process Improvement
Business Process Alignment
Operational Efficiency
Integration & Standards

IT Service Management Solution Family

The IT Service Management Solution is comprised of a series of ITIL-based modules to give you the exact configuration that is right for your business. These modules offer enterprise-class functionality with one of the industry's lowest total cost of ownership.

Incident Management
Resolve customer issues more effectively, while lowering service desk costs with this leading-edge service management platform. The foundation of the IT Service Management solution family, Incident Management offers automated processes and reporting to accelerate response times and improve service levels.

Problem Management
Minimise the negative impact of problems within your IT infrastructure. Problem Management helps you pinpoint the source of incidents, allowing your service desk to correct issues quickly.

Change Management
Gain control of your changing IT demands. Change Management enables you to minimise the impact of change by managing, tracking and optimising changes, and ensuring that your business goals and IT services are in constant alignment.

Release Management
Plan, deploy and manage releases with precision and confidence. Release Management helps you manage the entire release cycle, reducing implementation time and costs and increasing rollout visibility and quality.

Service Level Management
Improve customer satisfaction by more accurately defining your service level agreements. With automated processes and real-time visibility into your service delivery, Service Level Management enables you to continuously refine your service delivery and agreements.

Configuration Management
Accurately and efficiently identify, define and report configuration items in your IT system. With real-time reporting and automated processes, Configuration Management software offers a view into the status of change incidents and provides a single repository for all your IT assets.

Availability Management
Get a 20/20 view into how components or services perform over time to measure availability. Through best practices-driven reporting and tight integration with Service Level Management, Availability Management increases service reliability and reduces configuration repair times.

Self Service
Empower customers to find answers and log their own service issues 24/7. Web-based Self Service frees your team to focus on resolution and reduces your service desk costs.

Knowledge Management
With FrontRange Solution's Knowledge Management, you can build a "table of contents" for your organisation. Any user or customer can search the repository to find the answer to their question. Knowledge Management allows your knowledge workers to continuously refine articles and solutions to ensure accurate, up-to-date information.