IT Service Management Solutions

IT Service Management

Everyday IT organizations must adapt to constant change, greater complexity and expanding user demand. IT needs to improve its overall performance while playing an increasingly important role in driving business results.

HAKKEN's IT Service Management solutions provide a wide set of core and extended capabilities, which are in close alignment with the IT Service Lifecycle, described by main IT Service Management best practices - ITIL, ISO 20000, etc. The capability to manage services using a lifecycle approach with consistent improvement built into the governance model, allows IT to truly enhance its value to the business.


The main IT Service Management solutions deliver a wide‑ranging set of predefined components:


Accurate Support for Incident, Service request, Problem, Change and Asset and Configuration Management

A self-service portal to provide access to end-user customers to create and follow-up incidents and service requests

Predefined roles, sample service level agreements (SLA's) and service level objectives (SLO's), as well as key performance indicators (KPI's)

Documentation and flowcharts for process, procedures and high‑level work instructions

Improved, standardized screen layout with smart indicators to flag related information

Configuration management database with configuration items (CI's) repository and relationships, state management, baselines and graphical visualization

Automated and streamlined request management, based on ITIL service catalog through self-service available to the customer's end-user

Predefined operational reports, which incorporate Service Management KPI's.


Implementing an IT Service Management solution brings several benefits for the IT organization:

Decreased number of calls through self-service requests (call avoidance)

Sharing solutions to IT staff and empower users with self-service knowledge

Agility in problem identification, according to recurring incidents

Easy identification of known errors and easy adoption of incident solutions

Registration and control of changes and approvals

Improve availability with less outages related to unplanned changes

Auto-creation of knowledge documents through incident/problem solutions

Control IT costs related to service requests

Enable a quicker, easier and friendlier ordering process for the end user

Reduce the service desk's workload by raising requests and check their status via the web

Define, track and measure IT service levels, improving customer satisfaction.

 Track and measure staff performance

 Track and measure key performance indicators (KPI's) for each support process

 Decrease software and asset costs, reducing overall IT support costs

 Improve the availability and quality of services upon which the business depends

 Transformation from a cost center to a strategic business partner

 Decrease mean-time-to-repair and improve restoration time

• Reduction in SLA targets missed