Trajectory's online service management solution (based
on HP Service Center) is a comprehensive and fully-integrated IT service management application that empowers IT organizations
to improve service levels, balance resources, and control costs.
Our online solution is based upon best practices defined
by the IT Infrastructure Library (ITIL), the industry standard for IT service management. ITIL describes processes for managing
requests, incidents, problems, changes and service level agreements. Our solution
implements these processes which enables you to quickly deploy consistent, integrated work processes across every part of
your IT organization.
Trajectory's solution is designed to help you evolve
IT service management through a series of logical steps, from establishing basic controls to automating service delivery to
maximizing the business value of your IT organization. Following is a brief description
of the primary modules provided with the Trajectory solution.
Service Management gives service desk agents fast access
to contact information and the ability to proceed through multiple service paths based on the requirements of the service
call. Automating the work based on the description of the service request allows you to:
Automatically determine the routing based on the category
Relate service level agreements
Escalate important information appropriately
Enable ITIL service desk functionality and activities
Provides automated best practices for managing incidents
from the time they are reported through service recovery. Following the ITIL
guidelines, Incident Management provides incident escalation, assignment, and integrated knowledge management so that incidents
can be resolved quickly or assigned and managed based on the enterprise's business rules.
Helps reduce unnecessary IT costs by automating otherwise
manual and heavily process oriented tasks. Because request fulfillment can range from simple requests, such as software installations,
to more complex activities, such as new employee setup and office moves, Request Management delivers easy-to use features
that quickly automate any request process.
Service Level Management
Provides IT organizations, the ability to accurately
determine the level of service available and ensure that customers receive timely responses to requests. Using Service Level Management, an IT organization will have the means to:
Implements ITIL's best practices to find permanent
solutions for recurring incidents. Problem Management handles the complete lifecycle by integrating incident and change management
to ensure a closed-loop approach. Ultimately, as errors are resolved through the Request for Change (RFC) process, open incidents
are updated, and solutions are verified with the customer.
Supports ITIL best practices and enables you to only
maintain information relevant to incident, problem, and change management. Configuration Management is required for all ITIL
processes to function correctly and maintains process control around configuration Items.
Helps organizations to institute a proactive, automated,
and integrated approach to managing change. Using it, organizations can gain control of the IT infrastructure by automating
processes that leverage industry best practices such as ITIL. Change Management delivers a practical solution by helping to
manage risk, reduce costs, and improve service quality.
Enables IT organizations to define, schedule, and perform
maintenance tasks, and automatically generates the appropriate incident tickets, change requests, or supply quotes. Scheduled
Maintenance supports the definition and storage of as many maintenance tasks as required for your organization, and communicates
updates through a central location, and alerts IT as to when a maintenance task is due. In addition, Scheduled Maintenance
can help in meeting regulatory requirements, by providing a central repository of maintenance rules and complete audit trail.
An IT organization can demonstrate, at a single glance, complete maintenance schedules and histories.
Trajectory's service management solution works seamlessly
with our asset management solution or other third-party asset management applications can be integrated to our service management
solution. In addition, using our powerful integration tools, links can be made with network management tools and event management
consoles to provide proactive management of problems - often before they're noticed or reported by end users.