An overview on kovair it service management saa s solution

An Overview on Kovair
IT Service Management
SaaS Solution

Kovair Software, Inc.
1533 California Circle,
Milpitas, CA 95035
1.408.262.0200 (T)
1.408.904.4794 (F)
www.kovair.com

An Overview on Kovair (SaaS) ITSM

Executive Summary

Today most of the business services are managed through Information Technology, and this
led organizations to invest largely on IT just to achieve customer satisfaction. In a
competitive market environment the service organizations started warfare among them to
attract potential customers, and to retain existing customers. Major challenges that have
been observed for IT service organizations are:
 to deliver quality IT services align to business goals
 to improve service efficiency within the budget
 to maximize return-on-investment (ROI)
 to synchronize people, process, and technology

To overcome these business challenges, the service organizations started shifting their
focus from ‘technology oriented IT management’ to ‘service oriented IT management’.
And at the same time the service organizations realized the need of direction to manage
IT and business in an efficient way so that improved services and superior quality can be
achieved through optimum investment on resources (people), workflow (process), and IT
infrastructure (technology).

Now a days, ‘service oriented IT Management’ is commonly known as – IT Service
Management (ITSM). ITSM is a methodology that ensures greater visibility into IT
operations and functional services. The crux of ITSM is Information Technology
Infrastructure Library (ITIL) that provides guidance in terms of ‘best practice framework’.
The framework, which is a basis of good practice in Service Management, has been used by
most IT service organizations, and considered as a universal standard. The ITIL framework
explains how to manage IT infrastructure and streamline the resources (People – Process -

© Kovair Software Inc. 2010 2


Technology) to achieve business needs. The ‘service oriented’ approach of ITSM gives
focuses on – organizing people and service operations in the best possible way, and
managing IT infrastructure to deliver service. And this is how IT Service Management has
offered a roadmap to synchronize – People, Process, and Technology.

Kovair SaaS – ITSM is designed for service organizations looking for efficient alignment
between IT service operations and business goals. The SaaS solution comes with business
driven approach that ensures – ‘Quality’, ‘Agility’, and ‘Performance’. Kovair SaaS – ITSM
is a 100% web-based solution, which service organizations can customize as per their
business verticals.

IT Service Management in Kovair

Kovair ITSM solution comes with – Service Request, Incident, Problem, and Change. These
are the four major transactional components. Information specific to each component are
managed in separate silos. To ensure practical implementation of ITSM methodology in
real-life, the solution also has other components like – Configuration Items, and
Knowledgebase.

Kovair’s in-built Service Catalog provides the facility customers or service owners to
submit their requests from a centralized location. Information on each component is
managed separately through respective Processes, which are also synchronized among
each other. All requests are managed through – Service Request Fulfillment Process. IT
related Service Requests, if not resolved, can be logged as Incident, and managed through
- Incident Resolution Process. Incidents can further transform to Problem or Change, based
on certain criteria. Problems can be managed through Problem Resolution Process, and
Change Requests can be managed through Change Implementation Process.
Knowledgebase remains as a central repository and gets updated via Incident Resolution
Process, and Problem Resolution Process. The master component ‘Configuration Item’
helps you to manage IT assets like – printers, software, servers, storage, network devices.



Users in Kovair SaaS - ITSM solution

In a service environment, privileges/access rights of people involved in service oriented
business do not remain same. Classifications are done among the people based on their
accessibility to information, scope of operations in processes, role in service operation and
delivery. It means grouping of people based on their privileges. Kovair SaaS – ITSM solution
comes with three pre-defined Access Groups – Service Admin Group, Service Manager
Group, and Service Support Group. Each group has its own access rights that get inherited
to the users when they become a member of the group.

Venn Diagram of Privileges given to Access Groups

Service Support Group – Users belong to this group can create Service Requests,
Incidents, and Problems. They can create record for their own or on behalf of customers.
Apart from this the group members also take participation in service management
processes (Service Fulfillment Process, Incident Resolution Process, Problem Resolution
Process, Change Implementation Process, and Knowledgebase Process) and at the same
time manage IT assets, i.e., Configuration Items.

Service Admin Group – Users belong to this group get all privileges of Service Support
Group and Service Admin Group, and in addition, they can manage the entire ITSM
workspace. It means they can modify existing Processes, can create new Processes from
scratch, can create different Policies and Notifications, can change existing Policies and
Notifications, can create Forms and Fields, can add users in the workspace, assign users to
a access group and role, can remove any user from the workspace.

SLA Implementation in Kovair ITSM

Service Level Agreement (commonly known as SLA) is a contract between service provider
(who is offering services) and customer (who is getting services). This contract is set in
measurable terms (say, in terms of ‘Hours’) so that service provider can understand the
time limit within which the service needs to be delivered to the customer. Customer can
also know the time limit within which the requested service is going to be available. IT



Service Organization aims to provide quality service to customers as per their need with
the agreed SLA.

In Kovair SaaS – ITSM the SLA determines – Expected Response Time, and Expected
Resolution Time of the service requested by a customer. The Time calculation of SLA
depends on the ‘Severity’ of Service Request. More severe Service Request will have less
time for Expected Response and Expected Resolution. In the solution SLAs are defined at a
centralized location, from where they will automatically get applicable on Service Request
depending on its Severity. A service request can have severity either of four pre-defined
values (Critical, High, Medium, and Low). For each value of Severity, the SLAs are defined
with separate set of Expected Response Time, and Expected Resolution Time in terms of
minutes.

Once a request is submitted with a Severity, neither requester nor the service provider,
can make any modification in its severity level. So the SLA against a request remains
unaffected till its fulfillment.

Service Catalog

Service Catalog refers to a centralized inventory of service offerings, where all technical
and non-technical services are articulated in an organized structure. The objective of
Service Catalog is to tie business value with services – in context of business (not in
context of information technology). In real life, Service Catalog is used by customers and
Service Desk people. It has been observed that most Service Catalogs starts with few
offerings, but with the pace of time, the catalog gets refined and expands with more
service offerings.

Highlights of Service Catalog in Kovair SaaS – ITSM
 Service Catalog is designed as a centralized directory of services. By viewing the
catalog users (intended service owners) can quickly submit the requests. Kovair has an
in-built feature to define service offerings and made them visible in a dashboard like
interface.
 Pre-defined service offerings are Self Service (To report Incidents and Problems);
Travel Services (To submit travel related requests like Flight - Round-trip/One-way,
Flight - Multi Destination, Car Request, Hotel Request); IT Service Requests (To
submit IT related requests); Onboarding Services (To create Companies and Contacts);
Configuration Items (To add configuration items (like Add Servers & Computers, Add
Software (System and Application), Add Storage, Network & Communication Devices,
Add Printers, Add Computer Peripherals, Add Miscellaneous CIs); HR Services (To
record HR activities related services like Request Vacation, Request Reimbursement
Claim, Request Security Clearance Badge);
 Service offerings are fully customized and broadly categorized in two groups – IT
Services and Non-IT Services. Separate forms (with variation in layout, and fields) for
separate service offerings. Services Offerings, Forms, Form-Layouts, and Fields are
customizable based on different business verticals.
 The catalog ensures effective communication between ‘IT’ and ‘Business’. Customers
or potential service owners, by viewing the catalog can quickly select the right service
for their need.



Service Request Management
Think of service request management application with hundreds of forms (which are
actually Internet pages) provides the facility to record wide array of requests. It will not
create any confusion to service requester and service provider, unless they are allowed to
navigate through desperate locations, and the requests based on their types are managed
through desperate workflows. The challenge for IT service organizations is to improve the
service operations and delivery through a standardized process of ‘request fulfillment’.
With the introduction of Service Catalog and automation of request fulfillment, the
Service Request Management has become more customer–focused and streamlined. Service
Catalog is a list of services (Business Services and Technical Services) that IT service
organization provides to its customers. In other word, it is just an articulation of services.

Highlights of Service Request Management in Kovair SaaS – ITSM
 Requests submitted by customers are managed through a simple process that involves
two service teams – Service Desk, and Level One Support. This pre-defined process can
be enhanced (customizable) as per business need, and objectives of service request
management workflow of service provider.
 Closure of IT related Service Request is managed through process. Multiple IT Service
Requests can be linked to an Incident, and in that case, closure of all these Requests is
strictly depends on closure of linked Incidents.

Incident Management
For IT service organization it is essential to manage the event that is not like normal
operation of a service. Usually the ‘event’ is known as – Incident, which may reduce the
quality of service by means of any interruption. The challenge for IT service provider is
managing the Incident in an effective way to quickly restore the normal service operation
as per Service Level Agreement and with least impact on business. The objective of
service team is to analyze the incident, and provide workaround to restore the normal
service. But often Incidents may initiate due to failure or error in IT infrastructure, and if
workaround is not available then ‘Change’ may need to record. Incidents, which are not
identified as an outcome of any IT infrastructural failure, nor it have any workaround, are
recorded as Problem.

Highlights of Incident Management in Kovair SaaS – ITSM
 Scope to create Incident from Service Request Management, and it is applicable only
for IT related service requests. Incident can be created manually or automatically. If
similar Incident exists, then the service team should link the Incident with existing
Service Request. Otherwise (in absence of similar Incident), application will
automatically create an Incident against the Service Request, and establish relational
link among them.
 Provision to classify Incident on different parameters, and accordingly rout it to
respective service team. Classification of Incident is necessary because an Incident
may have workaround to restore the service, or in absence of any suitable workaround
it may be identified as a Change or a Problem. The classification done at the beginning
helps to take quick action on the Incident, and streamline the activities of service
team.
 Defined process to identify interruption in service (that may recorded directly in then
system, or transmitted from Service Request), and to restore the service quickly by
suitable workaround following Service Level Agreement. This pre-defined process can



be enhanced (customizable) as per business need, and objectives of incident
 Closure of Incident is managed through process. Multiple Incidents can be linked to a
Change or a Problem, in that case, closure of all these Incidents is strictly depends on
closure of linked Problem and/or linked Change.

Problem Management
The difference between Incident Management and Problem Management is – the first one
focuses on quick restoration of quality service, while the later one focuses on the
origin/cause of service interruption. When the occurrence of an Incident is frequent or has
severe impact on business operations, then Problem Management comes into the picture
to determine the cause of Incident, and to seek solution. When the origin/cause of a
Problem is identified it becomes – ‘Known Error’. Problem Management can be of two
types – Proactive and Reactive. The objective of Proactive – Problem Management is to
prevent Incident before they occur in IT environment. This can be achieved by continuous
inspection of service quality, and analysis of IT infrastructure. The Reactive – Problem
Management, on the other hand, focuses on root-cause analysis of occurred Incidents and
to provide solution against them.

Highlights of Problem Management in Kovair SaaS – ITSM
 Scope to create Problem from Incident Management. It can be created manually or
automatically. If similar Problem exists, then the service team should link the Incident
with existing Problem. Otherwise (in absence of similar Problem), application will
automatically create a Problem against the Incident, and establish relational link
among them.
 Supports analysis and investigation to identify the origin/causes of any interruption or
malfunction in service quality (which is referred as ‘Incident’). It can be done for
already occurred Incident or for a potential Incident that could be a threat to affect
quality of service in future.
 Provides scope to raise Requests for Changes (RFC), against the interrupted service
that can be restored only by making change in IT infrastructure
 Defined process for – root-cause analysis, and solution delivery, and post
implementation review. Post implementation review and confirmation is necessary to
make sure that solutions are appropriate to restore the quality service without any
adverse impact that may again degrade the quality. This pre-defined process can be
customized as per business need, and objectives of problem management workflow of
service provider.
 Closure of Problems is managed through process. Multiple Problems can be linked to a
Change, in that case, closure of all these Problems is strictly depends on closure of
that linked Change.

Change Management
Change Management is a structured methodology of planning and coordinating the
implementation of changes in IT service environment. The competitive nature of the
market economy allows IT service organizations to go for – improvement of existing
services, and development of new services. This is the reason why IT infrastructure moves
through constant changes. The challenge of IT service organization is to evaluate the
requested changes and implement them in IT environment in a most efficient way that has



minimum impact on quality and permanence of service. Change Management initiate by
logging Request for Change (RFC). RFC may originate from – Problem Management, or due
to some other reasons like – development of new service, change in business strategy that
may affect service quality and/or continuity, updates in vendor software/hardware that
may impact IT infrastructure. The lifecycle of Change consists of four major phases –
Acceptance of RFCs and their classification, approval and planning by CAB (Change
Authority Board), implementation of Change (this will be effective in IT environment
through Release Management), and finally, evaluation of change (to review the change in
service quality and continuity).

Highlights of Change Management in Kovair SaaS – ITSM
 Scope to report Change from Incident Management and Problem Management. A
Change can be created manually or automatically. If similar Change exists, then the
service team should link the Incident/Problem with existing Change. Otherwise (in
absence of similar Change), application will automatically create a Change against the
Incident/Problem, and establish relational link among them.
 Classification of proposed changes (at review stage) based on their feasibility and risk
parameters.
 Post-implementation verification before a change gets effective in IT environment.
This helps IT service provider to maintain high degree of service quality, with to
minimize the number of potential Incident/Problem that may occur due to that
change.
 Define process for verification of all changes to minimize their negative impact on SLA,
service quality and continuity. This pre-defined process can be enhanced
(customizable) as per business need, and objectives of change management workflow
of service provider.

Knowledgebase
Knowledgebase refers to a central repository of information, documented by service
matter experts. Importance of Knowledgebase as a central repository cannot be ruled out,
because ‘Knowledge’ can be valuable to resolve potential Incidents or Problems. The
primary objective of IT service organization is to provide cost effective quality services
align to business need. IT service operations can be more effective and proactive if a
central knowledge hub is available to service team. Moreover, by exposing Knowledge
(except internal) to customers, the service providers can enhance their service as ‘Self
Service’. The customer when access the Knowledgebase as ‘Self Service’, they may able to
solve their own problem without logging Incidents. So, there is no doubt that
Knowledgebase has strong relation with IT transactional components of ITSM (Service
Request, Incident and Problem).

Highlights of Knowledgebase in Kovair SaaS – ITSM:
 Instead of exposing Knowledgebase as a tool, Kovair ITSM considers it as a centralized
repository with close association with ITSM components – Incident Management, and
Problem Management.
 Defined process to manage Knowledgebase items. This pre-defined process can be
enhanced (customizable) as per business need, and objectives of knowledge
 Scope to search and update Knowledgebase items from Incident Management and
Problem Management.



Functional Relationships among Service Requests, Incident,
Problem and Change

Functional Relationships among ITSM components are pre-defined in Kovair. The objective
of this relation is to obtain Traceability among related/linked items. Following the
definition, links among Service Request, Incident, Problem, and Change are established
either manually (by manual intervention of Service Team in the application) or
automatically through respective Processes (by Kovair’s Policy Engine).

Escalation from Service Request t0 Incident
Service Requests are broadly categorized in two groups – IT Service Requests, and Non-It
Service Requests. Among these, only IT Service Requests can convert to Incident or it can
be linked to an existing Incident. The linkage between Service Request and Incident is
established from – Service Request Fulfillment Process. Multiple Service Requests can be
linked to one similar Incident. The closures of Service Requests depend on resolution of
linked Incident. In other word, the Service Requests will wait in the Service Request
Fulfillment Process till their related Incident gets resolved and closed.
 IT Service Request gets converted to an Incident (Automated) - when no solution is
available for that request, and no similar Incident has been identified in the database.
In such a case, the Service Request gets converted to Incident through Kovair’s in-built
Policy (business rule).
 IT Service Request gets linked to an Incident (Manual) - when no solution is available
for that request, and similar Incident (not yet resolved) has been identified in the



database. In such a case, the authorized Service Team manually links the Service
Request with similar Incident that has not yet resolved.

Escalation from Incident to Problem
Incident can convert to Problem or it can be linked to an existing Problem. The linkage
between Incident and Problem is established from – Incident Resolution Process. Multiple
Incidents can be linked to one similar Problem. The closures of Incidents depend on
resolution of linked Problems. In other word, the Incidents will wait in the Incident
Resolution Process till their related Problems gets resolved and closed.
 Incident gets converted to a Problem (Automated) - when no resolution is available
for a valid Incident, and no similar Problem has been identified in the database. In
such a case, the Incident gets converted to Problem through Kovair’s in-built Policy
(business rule).
 Incident gets linked to a Problem (Manual) - when no resolution is available for a
valid Incident, and similar Problem has been identified in the database. In such a case,
the authorized Service Team manually links the Incident with similar Problem that has
not yet resolved.

Escalation from Incident to Change
Incident can convert to Change or it can be linked to an existing Change. The linkage
between Incident and Change is established from – Incident Resolution Process. Multiple
Incidents can be linked to one similar Change. The closures of Incidents depend on
implementation of linked Changes. In other word, the Incidents will wait in the Incident
Resolution Process till their related Changes gets implemented/released in IT
environment.
 Incident gets converted to a Change (Automated) - when change/updates in IT
environment can resolve the Incident and no similar Change has been identified in the
database. In such a case, the Incident gets converted to Change through Kovair’s in-
built Policy (business rule).
 Incident gets linked to a Change (Manual) - when change/updates in IT environment
can resolve the Incident and similar Change has been identified in the database. In
such a case, the authorized Service Team manually links the Incident with similar
Change that has not yet implemented/released.

Escalation from Problem to Change
Problem can convert to Change or it can be linked to an existing Change. The linkage
between Problem and Change is established from – Problem Resolution Process. Multiple
Problems can be linked to one similar Change. The closures of Problems depend on
implementation of linked Changes. In other word, the Problems will wait in the Problem
Resolution Process till their related Changes gets implemented/released in IT
environment.
 Problem gets converted to a Change (Automated) - when change/updates in IT
environment can resolve the Problem and no similar Change has been identified in the
database. In such a case, the Problem gets converted to Change through Kovair’s in-
built Policy (business rule).
 Problem gets linked to a Change (Manual) - when change/updates in IT environment
can resolve the Problem and similar Change has been identified in the database. In
such a case, the authorized Service Team manually links the Problem with similar
Change that has not yet implemented/released.



Key Features of Kovair SaaS ITSM
Kovair SaaS – ITSM Solution comes with a set of specialized organization potentiality to
provide value to the customers in the form of IT Services. Transformation of resources in
valuable services remains at the core of Kovair ITSM solution. Its potentiality is achieved
by implementing IT-operation processes to manage the services over a lifecycle with -
well-defined strategy, design, transition, operation and continual improvement. The
potentiality of Kovair ITSM helps a service organization to experience three C’s –
‘Confidence’, ‘Competency’ and ‘Capacity’. Kovair SaaS – ITSM comes with wide array of
industry leading features –

Customizable Workspace
The workspace is available with industry standard components of ITSM. The Transactional
Components are – Service Request, Incident, Problem and Change, and Master Components
are – Configuration Items and Knowledgebase. These components are defined with a set of
standard attributes (ITIL v3 compliant), which user can change as per their business
domain.

Process Automation
ITSM methodology has become a de facto standard for all IT service organizations where it
emphasizes the synchronization among People, Process, and Technology. IT organizations
always look for automation when it comes to implement a ‘Process’, because there is a
risk of human error if too much manual intervention is observed in a process. In Kovair
ITSM solution, the processes of all transactional entities (Service Request, Incident,
Problem, and Change) are automated and task-based.

Keeping ITIL v3 compliance criteria in mind, each process is defined with a set of activities
(in Kovair application known as – Activity Node), the logical flow among the activities, and
a special node (in Kovair application known as – Wait Node). The ‘Wait Node’ has been
used to establish transition from one entity to another (like – from Service Request to
Incident, Incident to Problem, Problem to Change), and to keep all transactional activities
in sync. Whenever a new Service Request, Incident, Problem or Change is recorded in the
application, the relevant process starts automatically, and generates task to respective
owner (Role). Usually the task gets generated from the first activity of the process. On
completion of that task, application automatically generates task for next activity.

End-to-End Traceability
Traceability is an advanced feature of Kovair SaaS – ITSM that allows you to manage
functional dependencies between Service Requests, Incidents, Problem, and Change, or a
combination of these. One can never rule out the functional dependencies among
transactional items – Service Request converted to Incident, Incident converted to
Problem, and Problem converted to Change. By setting a traceability relation between the
transactional components tracking a Service Request to similar request, or linked Incident
becomes easier. The impacts (if considered in relation), can also be traced by a flag on
linked dependent items. Without writing a single code, traceability among linked items
can be viewed in a drill-down structure.

Kovair has the capability to drill up to n-th level depending upon the relationship among
entities. Therefore, starting from a Service Request the Service Manager can track linked



Incident, and then from Incident to linked Problem, and finally from Problem to linked
Knowledgebase. The means of Traceability View (if that exposed to Service Desk) a service
desk operator, when reporting to a new request, can easily track linked Knowledgebase of
similar service requests.

Consolidated Reports
Graphical and non-graphical reports help Service Managers to evaluate the quality of
service operation, service delivery, and distribution of IT assets (Configuration Items)
among the customers. Kovair SaaS – ITSM provides the facility to create wide array of
reports – Tabular, Form, Distribution Metrics, Matrix, Trend, Custom Crystal, and Word
report. Tabular and Form reports are also available with Summary. All reports are
generated by extracting real-time data from the database.

Facility is available to create reports separately for each ITSM component (Service
Request, Incident, Problem, Change, Configuration Items and Knowledgebase. Visibility of
these reports can be controlled depending on their need for different service
teams/groups.

Dashboard
Dashboard represents different sets of data in multiple forms that enhances clarity of
visualization which is not easily achievable with other means of data analysis. Usually the
components used for data representation in a dashboard include graphical reports,
summary reports, trend graphs, and other information well-organized in a single place. In
IT service management it is a challenge for service manager to analyze the performance of
service operation and service delivery.

Kovair SaaS – ITSM comes with a ready-to-use Dashboard with useful Reports exposed
through different gadgets. Viewing all reports from one place helps the manager to do less
navigation in the solution, and to make quick evaluation on service operations, and service
delivery. Such a consolidated visibility is an aid for Service Managers to quickly evaluate
the business performance.

Automated Business Rules
Policy refers to 'business rule', that executes certain action based on – occurrence of a
particular event, schedule, escalation parameters, or validation of an event. The
objective of business rule is to set a decision against potential occurrence of events, or for
a schedule. Kovair SaaS – ITSM provides the facility to implement service oriented business
rules in terms of Policies.
 Event Driven Policy: Defining factor of this policy is ‘Event’. Event can either be a
user performed operation, or an action of some other policy. Policy Engine executes an
action against the occurrence of an event.
Example of Event Driven Policy in Kovair SaaS – ITSM: Automated creation of Problem
from Incident Resolution Process.
 Scheduled Policy: Defining factor of this policy is schedule. The schedule can be
recurrent, specific, or manually driven. Execution of this policy can be done
automatically or through manual intervention.
Example of Scheduled Policy in Kovair SaaS – ITSM: Every 30 minutes system checks
whether response is pending to customer on a Service Request that has crossed 50% of



Expected Response Time (as per SLA). In that case system automatically generates
Notification to Service Team to take quick action on the pending request.
 Validation Policy: Defining factor of this policy is validation check of an event. The
event can occur through application, through API or during import procedure. Policy
Engine executes an action against validation of an event.
Example of Validation Policy in Kovair SaaS – ITSM: Since Service Requests are broadly
categorized in – Technical Requests and Non-Technical Requests, therefore validation
has been applied to on escalation of a request to Incident. The validation will allow
only Technical Service Requests to Incident. System will automatically restrict the
escalation on transmitting a non-technical Service Request to an Incident.
 Escalation Policy: Defining factors of this policy are elapsed duration, and date-time
field value. Policy Engine executes an action after an elapsed duration calculated on a
date-time field value.

Benefits of ITSM
The benefits of IT Service Management are broadly categorized in four distinct areas –
Business, Financial, Employee, and Internal.
 Business benefits of ITSM: Implementation of IT processes (compliant to ITIL v3) in a
service organization can strengthen the business process, and can bring improvement
in the quality of Service Operations and Service Delivery. By introducing specific
processes to manage Service Desk operations, Incidents, Problems, and Change IT
service organization can gain higher productivity and customer reliability. The well-
defined ‘best practices’ ensures improved working relationship between service
providers and service owners. Following the ITSM methodology, it becomes clear to
service providers – ‘what is expected by a customer’, and ‘how to meet customer
expectation in terms of Service’. Customer focused business operations ensures an
enhanced customer satisfaction, and higher the possibility of customer retention.

 Financial benefits of ITSM: Implementation of ITSM in IT service organization ensures
long-term financial benefits. By virtue of ITIL ‘best practices’ the three major
components – People, Process, and Technology get streamlined. As a result the cost of
service operation becomes lower in several aspects – by introducing customer-focused
service operations in the business, the services are not be over-engineered, by
implementing well-defined root-cause analysis the recurrence of Problems can be
prevented, by adopting change implementation process the impact of change in the
business can be optimized. These are few of the overall improvements in service
operation and service delivery mechanism that in turn generates financial benefits in
the business.

 Employee benefits of ITSM: IT Service Management does not undermine the right
synchronization of ‘People’ and ‘Process’ in IT service operations. By adopting ITIL
‘best practices’ the IT service operations becomes more customer-focused, and this
helps the employee to clearly know their responsibilities. The simplified workflow and
training on ITSM helps the employee to become more motivated and productive.

 Internal benefit of ITSM: ITSM has a straight forward approach of ‘roles and
responsibilities’ of people participating in IT service operations. So, even if there are
involvements of different service groups in a process, each of them know their area of
operations and responsibilities on a reported Service Request, Incident, Problem or a
Change. The inter-team communication gets improves as different workgroups or roles
get synchronized in a process.


An overview on kovair it service management saa s solution

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