ITIL 4 practices
Availability Management
Availability management allows organizations to precisely document KPIs for key services. Matrix42 Service Management will automatically create a dedicated service availability form at a defined interval. These forms are used to calculate whether the service is within the availability target, record the result and send a notification if the targets are missed.
Measurement and Reporting
Make good decisions based on facts decreasing uncertainty within your organization. Matrix42 Service Management includes extensive reporting tools, dashboards, and a Kanban board view that makes it easy to lead with data. Our solution allows every user to individually create the graphs, lists, dashboards, or Kanban boards they need. You can also create role-based views to ensure everyone is tracking the same critical information.
- Create a list, graphic, calendar, or dashboards to gain greater insight
- Automatically calculate KPIs and enable alerts if they are not met
- Export or integrate all of the data collected for use in separate auditing systems
- Measure customer satisfaction with a survey upon service completion
Monitoring and Event Management
Automation and integrations are becoming increasingly widespread and reliable. Reducing or eliminating the need for constant review and tracking by humans helps to greatly improve efficiency and allows them to focus on pressing issues. Proper and timely notifications allow organizations to take the proper steps at the moment they are needed.
- Log service events for easy review
- Easily classify and report events
- Create links between events and incidents for better evaluation
- Receive event notifications via email or the service management tool
How can ITIL 4 support Service Management?
The ITIL4 Framework can be used to help with various service management related operations.
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Service Catalogue Management
IT organizations must manage an ever-increasing amount of digital services, both related to running IT and other business units. Service catalog management manages the lifecycle of services. It is essential to understand the relationships of services in order to manage portfolio changes without interruptions.
- Categorization of service offerings and service elements
- Support for multilingual, cross-location and multi-client capable service catalogs
- Creation of a role-specific service offering and a service catalog that bundles support
- Pre-integrated system, CMDB, contracts and licenses
- Simple review and reporting on the use of the service catalog
Service Financial Management
Control, allocate and improve the cost efficiency of business services with Matrix42 Service Management. With our solution, you can create flexible dashboards to monitor cost trends in real time. Enter a budget for a specific period and calculate the cost of each interaction within Matrix42 Service Management or integrated from an external billing solution.
- Track the costs associated with Incidents, Requests, and Changes
- Define budgets for cost centers or services
- Flexibly define the recording period as quarterly, monthly, or any other interval
- Easily integrate external invoicing systems for greater efficiency
Service Level Management
Business operations are a continuous chain of tasks, and any delay or issue within this practice has a ripple effect. As technology expands and improves, seconds can prove detrimental. Organizations need an easy-to-use, visual and reliable tool for tracking and reacting to any changes.
Service Request Management
Providing employees with the necessary tools to complete their daily tasks is essential for any organization. This practice can be improved through the use of a central and easy-to-use location with clear approval processes. Service request management centralization will help to reduce approval, processing and delivery times, improving organizational efficiency.
Service desks can easily be overwhelmed by emails, updates, and requests for devices and services. Using self-service portals can help improve the overall user and manager experience by centralizing and simplify these practices. Matrix42 Service Management includes a mobile-first customizable self-service portal to provide uses with an easy-to-use location to make any requests regardless of their device. All of these requests are managed by the service desk using list views, custom dashboards, or Kanban boards. Managers can improve processing by incorporating workflow automation to tasks or entire practices and review key metrics and KPI's such as SLAs, feedback, and processing times for every stage of deliveries.
Service Validation & Testing
Service lifecycle activities such as Change Enablement, Release Management, and Deployment Management require testing and validations. Matrix42 Service Management includes testing related templates for a single test or large-scale testing. Create visibility into who is doing what, the current results, and more for your Quality Engineers, Product Owners, or DevOps teams, or any other stakeholders.
- Use standard test templates for small projects or large-scale test suites
- Review the status of tests by reviewing the individual activities
- Use test planning templates to build a checklist before starting testing
- Review test results with lists, dashboards, and Kanban boards to identify problem areas
Problem Management
In some cases, incidents can only be resolved with workarounds, and preventing the same incident from reoccurring can only be done with deeper root cause analysis. Problem management is a dedicated practice to analyze complex issues.
- Create known solutions for recurring incidents
- Identify and remove the root causes of errors
- Link problems to knowledge base articles to provide solutions or workarounds
- Analyze trends to identify causes of problems before incidents occur
- Improve service quality by measuring service areas with frequent problems
- Centralize operations to identify & react to core issues
Project Management
Properly plan, delegate, monitor, and maintain control of your IT projects with a Project Management Practice based on ITIL 4. Matrix42 Service Management allows users to record relevant project data. It supports monitoring through Kanban boards and enables coordination of multiple projects with calendar views. Individually list every task and link sub-tasks to create greater visibility.
- Record relevant project data for planning and delegation
- Monitor project statuses with Kanban boards
- List project tasks as separate entities for greater visibility
- Store default tasks and repetitive projects
Relationship Management
Relationships can be hard, even in the business and IT worlds. The practice of Relationship Management helps organizations manage connections and dependencies with internal and external employees, organizations, service providers, and more. Matrix42 Service Management makes Relationship Management easier by creating clear records for every organization or person and linking interactions, services, devices, and more to these profiles.
- Manage partner, customer, or provider connections and view dependencies
- Record and link critical information relating to a service or company
- Clearly classify the relationship type for greater visibility
- Review relationships and linkages with our visual analyzer tool
Release Management
Development and improvement are never-ending practices. Ensuring these positive changes do not have negative effects on business operations is essential. Through the use of proper planning, testing and contingency plans these negative effects can be reduced if not eliminated.
- Record all steps within a potential release
- Easily plan, build, test and deploy new assets
- Link assets, problems, incidents, or changes to expand the potential impact
- Set clear milestones to ensure releases go as planned
- Visually view releases within the included calendar view
Risk Management
The effective handling of risks is crucial for every organization, and their ability to identify, assess, and treat risks is essential for the stability and sustainability of their services. Proper risk management can help organizations operate with increased agility without risking system and service security or availability.
- Create a central location to record and link risks, controls, assets, and owners
- Expandable past IT risks and assets to allow for a single risk management solution.
- Send notification of assignments to ensure reactions
- Automatically calculate the risk level
- Built and designed to meet ISO/IEC 27001
Capacity & Performance Management
Capacity Management allows Service and DevOps Teams to record, plan, and forecast capacity demand and capacity performance of individual Configuration Items. Matrix42 Service Management focuses on capacity planning, resource allocation, and real-time capacity monitoring collected from external monitoring solutions.
- Record the capacity allocation for a particular CI
- Simplify requests for CPU cores, memory, and storage
- Simplify capacity allocations to customers or cost centers
- Use calendar views to better visualize allocations
Supplier Management
Organizations are increasingly focusing on their core businesses. This means an increase in outsourcing of a variety of services and areas of their business. The proper selection of partners is important, but so is the continuous review of their performance to ensure organization needs are met.
- Single point of record for all vendors and suppliers
- Pre-integrated license and contract management
- Vendor performance rating based on end-user feedback
- System integration and management-ready, multi-vendor access management
- Vendor performance management for SLA's and resolution times
Deployment Management
Deployment Management is the practice of moving new or changed assets to live environments, mostly referring to production environments. Matrix42 IT Service Management uses a Deployment Pipeline to define the sequence of builds that will be deployed for one asset, such as a service, cloud solution, server, or software application. A build is a single instance of a new deployment at a given time within the Deployment Pipeline.
- Create standard practices for moving assets to live environments
- Separate deployments into Deployment Pipelines and Builds
- Link schedules, tests, and reviews to deployment builds
- Automatically duplicate default tasks and tests for each build
Change Enablement
Creating standards to allow for smooth upgrades, developments and releases are paramount. Issues with releases causing downtime or a lack of support can greatly hinder any organization. Most issues that arise surrounding change can be mitigated if not wholly eliminated but implementing clear approval processes, testing, documentation, and review.
Demand Enablement
Capitalizing on organizational knowledge can mark the difference between rapid and efficient IT development and tedious and costly changes. Service provider organizations need to allow their customers to easily make suggestions for improvements and others to rate these suggestions. Allowing the entire organization to participate in the decision-making process allows for a wider review process and means a higher chance of success.
Customer experience, happiness, and satisfaction are paramount in ensuring an organization's survival. Simply completing a task no longer means customers will fully accept the solution or service. Organizations must request, receive, review and react to feedback near-instantaneously to survive and develop.
- Customizable and dynamic form to collect the most relevant data
- An intuitive, advanced and modern interface to analyze and record feedback
- Automatic alerts from high priority feedback
- Mobile device support, allowing users to respond via their chosen device
- Collect and organize data from multiple changes into one platform
Incident Management
Issues constantly occur throughout the day, whether they are caused by a technical issue or human error. Effective incident management ensures that they are identified, reported and remedied. Providing employees with a simple and centralized reporting and notification location for issues and their solutions will greatly decrease negative impacts.
- Detect, prioritize and record all incidents
- Assign incidents to support groups or individual support persons
- Easily track response times and target resolution times
- Review progress and send automatic email notifications at key points
- Find known solutions quickly from knowledgebase articles
- Analyze incident trends to identify potential problems
- Automate repetitive tasks through workflow automation
Learn more on Incident Management
Information Security Management
Data security and privacy are becoming increasingly important in modern organizations. Matrix42 can be the first line of defense for IT operations by automating responses to security incidents and improving compliance with the General Data Protection Regulation (GDPR).
- Automating responses to security incidents to improve data security
- Assign post-incident reviews
- Live monitoring with the help of online reports and dashboards
- Track and communicate security-related incidents
- Continuous readiness for a security audit
- Document and share best practices
- Receive immediate feedback from all operational areas
Knowledge Management
An effective organization is not one which does not make mistakes, but one that learns from their mistakes and reduces the impact. Organizations can increase efficiency by creating a knowledge base, where employees and service personnel can easily find solutions for frequently asked questions. This improves both operations and user experience.
- Create a single point for knowledgebase articles
- Allow quick fill solutions from knowledgebase articles to incidents
- Improve self-help by linking knowledge base articles to the self-service portal
- Identify the most helpful solutions by asking for user feedback
- Allow users to instantly rate if self-help articles are useful
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