ITIL & Rexpondo

An ITSM solution ITIL compliant

IT Service Management with Rexpondo and ((OTRS)) Community Edition

The ITIL framework

It is the most adopted framework for managing IT processes. The goal around which ITIL revolves are reduction of fixed costs and improvement of the quality of IT services, shaping the organization of the IT infrastructure with business needs.

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ITIL and process management

ITIL is the framework of the Rexpondo structure to pursue the best practices of Service Management.

Incident management

Quickly restore operations with minimal service interruption.
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Problem management

Prevent and minimize the impact of accidents and IT infrastructure problems.
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Request Fulfilment

The management of customer requests throughout the process.
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Service Asset and Configuration Management

Identification, management and control of Configuration Items

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Change and Knowledge management

Standardized and clear to all methods and procedures for managing changes.
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Service Catalogue and Service Level Management

Cataloging of information on all IT services, monitoring and reporting.
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An ITIL compliant system

Rexpondo is the open source solution acting as an IT Service Management system based on standardized ITIL processes, ITIL compliant, supporting the entire infrastructure from requirements to best practices.

A Service desk system that acts as:

ITIL CORE BOOKS

ITIL core books

Service strategy
Includes organizational objectives and customer needs, describing the following processes: Strategy Generation, Service Portfolio Management, Demand Management, Financial Management.
Service design
provides guidance on the production and maintenance of IT policies, architectures and documents for the design of appropriate and innovative IT infrastructure service solutions and processes to meet current and future business requirements. It also describes various processes including: Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Supplier Management.
Service transition
The main purpose is to develop and improve process activities for the transition of services into the operational environment. It describes the following processes: Transition Planning and Support, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Evaluation, Knowledge Management.
Service operation
It explains in detail the delivery and control activities to achieve daily operational excellence. It includes the following processes: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management. The following functions are also defined in this book: Service Desk, Technical Management, IT Operations Management, Applications Management.
Continual Service Improvement
ITIL has always stressed the importance of continuos improvement. This book, in fact, focuses on the processes involved in identifying and introducing improvements in service management.

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