ITIL

Information Technology Infrastructure Library (ITIL) is a methodology for managing processes within an ITC organization, comparable to ISO 9000. Axxerion supports all major elements, including configuration management, incident management, problem management, change management and release management. The ITIL module is fully integrated with asset management, document management, contract management and workflow management.

Configuration management: Configuration items enable you to describe and manage components of your infrastructure. You know exactly where components are located, when they have been installed and what has been changed.

Incident management: Axxerion incident Management helps you to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.

Problem management: The impact of problems can be minimized by building a database of known problems, solutions and workarounds. By analysing the root cause of the problem incidents can be prevented in the future.

Change management: Using change management workflows you can approve, authorize and document all changes to the configuration. You can analyze the impact and risk of changes for various configuration items.

Release management: Axxerion release management helps to plan configuration changes. You can see when releases are planned, which configuration items are affected and what will be changed.

Service level management: You can link service contracts to configuration items. When there is an incident you can quickly see which service levels have been agreed to and who is responsible for solving problems.

Problem database
Incident workflow
Dashboard

FEATURES

	Configuration Name Dates Location Documents Releations Changes		Change management Description Date Items Release Impact Risk		Assets Purchase date Price Warranty Supplier Status Documents
	Incident management Date/time Requestor Description Configuration item Problem Workaround		Release management Status Description Items Date Contact Documents		Catalog Products Services Prices Suppliers Delivery terms Documentation
	Problem management Description Configuration item Status Resolution Workaround Knowledgebase		Service management Response time Total time Contracts Items Priorities Availability		Workflow Incidents RFC RFI Purchasing Invoicing Timesheets