TRAJECTORY
Service Management
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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

Incident Management

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.

 

Request Management

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:

  • Proactively identify acceptable tradeoffs between service levels and the costs of delivering services
  • Improve customer satisfaction by achieving mutually agreed-upon support levels.
  • Build Service Level Management within the industry-standard ITIL framework.

Problem Management

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.

 

Configuration Management

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.

 

Change Management

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.

 

Scheduled Maintenance

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.

 

Integration

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.