Service Management

InfraVision improves the transparency and the efficiency of your service organisation and makes sure that the services you deliver are attuned to your company’s core business.  The unique combination of ITIL knowledge on one hand and a thorough knowledge of Service and System Management Software on the other hand enables us to deliver implementation projects with the intended result and within the defined budget.

InfraVision has over 11 years’ experience in implementing Service Management processes (ITIL) and solutions.  What we have learned during hundreds of projects is that a ‘software only’ implementation will most likely fail.  Features of a software tool are nice but the important question is; does the software tool support my processes?  And more importantly; will the project approach make sure these processes and the supporting software tool are embedded in my organisation and accepted by my staff?  95% of the answer to the last question depends upon  the partner you select to implement the solution and much less on the software tool, despite there being a variety of tools available on the market..  .  
After extensive research InfraVision has selected, BMC Service Desk Express as the preferred tool to support service management implementations.  BMC Service Desk Express is a 100% browser based application supporting all ITIL processes.  A very strong feature of the application is the out of the box Integration Engine that allows easy integration to other data sources and applications without the need for scripting etc.  This Integration Engine supports all major protocols like XML, Web services, LDAP, SNMP, ODBC, etc. The scalability of the application is proven by the huge variety of users, ranging from two IT staff to hundreds of IT staff in virtually every type of industry. Last but not least; BMC is the number 1 vendor in service management products.  BMC is a multi billion dollar software company and in today’s rapidly changing service management landscape, with many companies and products being bought by others or going out of business all together, a stable and financially viable vendor is a must for your long term investment in software!

An additional advantage of software from BMC is that companies worldwide want to be part of the BMC community.  Therefore many integrations from third party products to BMC SDE are created by those third party vendors.  Examples include Hitachi Identity management, Bomgar remote support, Microsoft SCCM and SCOM connectors, Alarmpoint notification solutions, and many, many more.  Integrating these solutions with smaller or locally produced service management tools often leads to expensive, non-upgradable scripting, leading to much frustration and high costs.

InfraVision uses the Alignability Process Model for implementing service management tools.  This model is based on the experience of over 250 organisations over the past 10 years and provides real life best practices for 11 ITIL processes.  This approach ensures success and saves a tremendous amount of money, time and frustration for organisations wanting to implement a service management tool based on ITIL best practices.