IT Service Management
IT Service Management (ITSM) & Enterprise Service Management (ESM)
IT service management combines a company's business strategy with the idea of using technology as a service.
ITSM continuously analyzes processes in order to improve and advance them. That also applies to ESM (Enterprise Service Management) processes from different business functions, such as procurement, sales, human resources, finance, legal affairs, and administration.
By applying the best methods, tools, and practices (ITIL, for example), ITMS adapts technological solutions to business requirements and user needs. ESM is applying the ITSM concept to automate and digitize non-IT processes in the company's overall business environment.
Service Manager (SM)
Service Manager is a comprehensive, standardized business-software solution for managing IT services. It automates processes, flow charts, and work tasks. The Service Manager is the base for delivering IT services to users - depending on the process, suppliers, budget, results, and organizational structure.
It consists of standardized modules, for example, ITIL, Service Desk, Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, Configuration Management, Service Level Management, and Service Catalog.
Operations Orchestration (OO)
Operations Orchestration is software for designing, orchestrating, and automating IT processes at all company levels. It can automate any IT infrastructure (physical, virtual servers, storage systems, networks), on-premise or on the cloud, as well as various application services and applications, regardless of the manufacturer.
Users can launch operations orchestration scenarios from the monitoring tool, the Service Manager, and any application - by integration or through the cloud user interface/portal using the operation orchestration programming interface (OO API).
