ITIL

Information Technology Infrastructure Library, usually abbreviated to ITIL, is developed as a framework for the configuration of management processes within an IT department. Process implementation using ITIL is based on the ISO 9000 regulations where all the departments of an organization are defined and ordered in to a specific hierarchy based on competencies and responsibilities.
Axxerion ITIL module supports various ITIL processes based on best practice solutions developed through input from our customers. These processes are linked to one another in a coherent structure. In any change, for example, you can easily identify which incident caused which problem, which configuration management database (CMDB) item was involved, and with which release the issue will be resolved.

Incident Management

Axxerion has built-in workflows for Incidents based on the known best practices.  Incidents can be assigned to an ‘executing’ group via a service desk or based on decision types, and are escalated if necessary. The SLA can automatically be monitored.

Problem Management

A problem’s impact can be minimized by building a database containing the known problems, solutions or alternative solutions. Once problems are analyzed, measures can be put in place to prevent them in the future. For example, problems and related solutions can be listed in FAQ to make it easy  for the user to resolve the issue by himself.

Change Management

Change management allows for proposed changes to be defined, approved and documented in a structured manner. It enables you to analyze the impact and risks of changes to various configuration items. Changes can be made directly or from within an incident, and users can even attach a specific workflow to that process. Implementations of changes can be grouped using releases.

Service Level Management

Service contracts can be linked to configuration item. With any incident you will be able to see which agreements have been made regarding availability and the resolution of problems.

Release Management

Axxerion’s release management process entails both service level and self-service desk management.

(Self-)Service Desk Management

Incidents, Requests for Changes and Requests, among other things, can be submitted by users using simple forms using single sign-on function if users are already logged in on the intranet network.

AXXERION FOUNDATION

As your organization evolves, Axxerion evolves with you

Easy to Use and Highly Configurable:

Work with your own terminology, easily remove unwanted fields or steps or add new ones when needed. Define your own business processes.

Comprehensive Security:

Role based logins to accommodate different types of users and contractors and their access rights.

Global Search Capability:

Easily and instantly search and find any facility information in the database.

Automatic Review and Approvals:

Easily and graphically define workflow and approval processes for any item in the system.