ITSM - IT Service Management Solution for your business

Implementation of Creatio significantly reduces case processing time. Creatio ITSM system allows for registering incidents automatically from incoming emails, messages from self-service portal or feedback form. The system also allows you to assign agents and teams for these incidents. Process automation increases the efficiency of the Service Desk. ITIL and ITSM best practices reduce human errors. Advanced system algorithms prevent data loss while tracking all the stages of case processing – from registration and classification to execution and closure.

The main goal of problem management is to reduce the chance of an incident happening to minimum. Imagine your office printer has broken down – this is an incident. Now, imagine that the printer stops working every time you restart the router – this is a problem. Problem solving should be a top priority for every company, since problem is usually the root cause of an incident. Use Creatio to automate problem management workflow. The system helps to identify problems and stores the history of emerging problems and efficient ways to solve them. The system helps to prevent recurring mass incidents and proactively informs customers about known errors.

Plan all changes and improvements to eliminate known errors in the infrastructure and improve overall quality of IT services. The system allows you to keep a single list of change requests, manage priorities and supervise quality. Analyze quantitative and qualitative process efficiency indicators. Track average workload per change, efficiency of change implementation and identified deviations. A convenient graphical dashboard provides both the results of work and useful analytics.

Specify the list of changes that should be included into a particular release and ensure their successful implementation. The system helps to keep track of workloads, teams and deadlines associated with a release. The system allows for the gathering of data on all changes and problems identified during implementation, as well as tracking the history of completed activities. Use comprehensive analytics to track releases and monitor their quality. Setup analytics by services, get stats on successful and unsuccessful releases and problems eliminated during release implementation.

Take advantage of the single database of all company’s configuration items (CI) and service assets. The system allows for keeping records on hardware, software, licenses, network components and documentation necessary for the seamless service provision. CI base and comprehensive analytics help track the current status of the hardware and software as well as updates on operational CIs. In addition, it helps to estimate labor costs and identify bottlenecks in infrastructure. Based on the number of requests, the company can evaluate the outcomes and plan further steps for business improvement.

Combine knowledge about all services, CIs and known errors in a unified knowledge base. By using knowledge base articles, you will be able to close cases in the timely manner and efficiently train Service Desk agents. Constantly audit your knowledge base and update its articles. The system’s features allow you to define the most popular articles, as well as rate and comment on records. Machine learning technologies help to automatically analyze incoming messages and provide solutions based on the previous experience of processing similar cases.

Register all types of service agreements needed to serve your customers according to different service levels. You can formalize the terms of cooperation with both customers (SLA) and Service Desk units (OLA). Define all the necessary service parameters while activating new service agreement. The system allows for defining key service objects and services. In order to organize the work with external service providers (UC), user can simply fill in information about a provider. Analyze service agreements to evaluate the overall quality of service provided. Track customer feedback and current satisfaction rate, monitor service agreements violations using statistics on overdue cases.

Use simple and convenient tools to manage company organizational structure and consolidate data on each employee. WebSSO support and integration with LDAP provides centralized user management while multi-level administration system protects data from unauthorized access.

Creatio enables users to jump start using the system while providing unlimited possibilities for application customization and configuration. Users are able to customize almost everything in the system – from structure and business logics, to system look and feel according to the corporate branding.