ITIL v3 Service Portfolio
 

Service Portfolio Management

Employee Self Service, Knowledge Base, Service Catalog, Request Management

  • Our employees want to have better insight as to the status of their helpdesk issues
  • Our helpdesk wants to provide a knowledge base on how to fix issues before contacting the helpdesk
  • We'd like to offer our employees the ability to order technology resources, software, and hardware.
  • Our company would like to turn the information technology into a service oriented organization.
Aligning your business needs to technology has always been a priority concern for the technology departments of large organizations. SmallCart's unique approach is able to bring the value of the Service Portfolio to the small and mid-sized organizations. The Service Catalog gives better insight to what services are available to the business and builds a stronger link to the value of the IT organization to the business. Service Portfolio Management is also the first step if your technology department is looking to becoming a service-oriented part of the organization to bill back for services to the business.

Consulting Practice Processes

Service Portfolio Management
Defining what Services an organization owns and how much those services cost the business. Developing charge back systems for Information Technology to charge back to the business for services performed. Defining the initial steps to what a business user can request of the IT department.

Service Catalog
A list of services that an organization provides, often to its employees or customers. The Service Catalog puts the business user in the driver seat by allowing them to request items from a defined set of services and have expectations of delivery with those services.

Request Management
The Request Management Process is designed to measure and handle the request fullfillment of Service Requests. Request Management would handle the approval processes and ordering processes that are transparent to the business user.

Employee Self Service
Employee Self Service allows the business end user to start requesting and viewing information about their IT requests and reported incidents without an interaction to the Service Desk. ESS, greatly reduces the labor cost of a Service Desk and improves the service quality delivered to the business.

Supporting Software Products

Altiris Client Management Suite
Show your customers how to reduce costs associated with deploying, managing, securing, and troubleshooting client systems and gain control of IT with Altiris Client Management Suite from Symantec. Built on an extensible management platform, customers can easily plug-in additional integrated functionality, such as asset management, server management, security, or backup and recovery when they need it, giving you additional revenue opportunities as your customer's needs grow.
Read More about Altiris CMS

HP Service Manager
HP Service Manager (SM) is a comprehensive and fully integrated IT Service Management software suite that enables IT to improve service levels, balance resources, control costs, and mitigate risk exposure to the organization.