Process Alignment for Request Management


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Sarbanes Oxley : Technology : Project Management

Process Alignment for Request Management

Sylvain Theveniaud
Director of Product Marketing
PS Soft

Enabling enterprises to more closely align service management processes with ITIL 3.0 best practices, PS’Soft, a global provider of IT asset and service management solutions, has announced the latest version of its flagship IT Asset and Service Management software suite. In its new release, PS’Soft’s innovative approach to request management and service desk processes enables customers to minimize impact on their support organizations, improve user adoption, and accelerate solution implementation while adhering to best practices and Sarbanes-Oxley compliance requirements.

The release brings a consumer-like online shopping experience to users requesting IT services. Simple shopping cart functionality and highly configurable presentation options enable IT to optimize users’ shopping experience while supporting corporate policies and processes. Enhancements to service desk functionality enable customers to automate processes and workflows across multiple service desk sites, better meeting the needs of multi-national organizations. For example, customers can automate a process, such as a change order, that must be approved by several departments, each with different subordinate processes. The task can be shared across all departments, yet managed across each subordinate workflow. Similarly, automated notifications to multiple site addresses can now be tailored and easily executed. Escalation paths can also be defined by managed service desk site, while simultaneously providing centralized visibility and responsive decision-making.

“Many of release 8.6.2 enhancements were driven by our customers and directly affect their day-to-day tasks,” said Sylvain Theveniaud, director of product marketing for PS’Soft. “We continue to incorporate ITIL-based processes across our product offerings in support of customers’ ITIL initiatives and to deliver automated capabilities that drive real savings and efficiencies.”

The PS’Soft IT Business Intelligence (ITBI) solution was previously released to deliver deep visibility into the rich PS’Soft data repository, and this release adds highly visual reporting formats. Rather than simply provide a reporting framework that requires extensive customization, PS’Soft now delivers preconfigured business intelligence dashboards that include key metrics out of the box, along with the ability to drill into underlying detail. Dashboards can be easily personalized by the user to meet specific reporting needs.

PS’Soft also delivered a set of deployment accelerator packages, which bundle content, product expertise, and best-practices deployment guidelines to help customers accelerate production deployment. Accelerators enable customers to achieve a fast start in implementing IT asset and service management solutions and to minimize requirements for professional services assistance.

The PS’Soft Asset Management suite manages assets across their lifecycles—through procurement, deployment, chargeback, and ultimately, retirement. Based on best practices outlined in the IT Infrastructure Library (ITIL®) version 3.0, this solution helps customers design, view, query, report, and actualize returns on their IT infrastructures. The PS’Soft Asset Management suite includes the PS’Soft License Compliance solution for managing an enterprise’s installed software, focusing on software identification, license compliance, and software request management. The PS’Soft Service Management suite uses an ITIL-based approach to managing all essential IT services, such as service desk, incident management, change management, service catalogs, request fulfillment, and others. The suite includes PS’Soft Service Desk, Change Management and Request Management solutions.

PS’Soft is a global provider of Asset Management, Service Management and Software License Compliance solutions. With over fifteen years experience and thousands of successful deployments, PS’Soft guides organizations to develop sound asset and service management processes – whether based on ITIL, other industry standards, or an organization’s unique process requirements. Unlike complex frameworks, PS’Soft’s suite of scalable applications is adaptable, provides quick time to value and easily integrates with an existing IT infrastructure.

For more information go to www.pssoft.com.

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