ICCM - e-Service Desk Products v10
Introduction
ICCM Solutions is a provider of IT service management (ITSM) and helpdesk software with a portfolio of ITSM-enabling solutions, which includes e-Service Desk, e-Service Desk Enhanced, and e-Portal. ICCM’s solutions are designed to take advantage of the growing business adoption of the ITIL process framework, which has, in turn, both raised the profile of and increased the necessity for tools.
Features and benefits
The e-Service Desk product includes modules for incident, major incident, problem, change, configuration, and release and deployment management, service catalog, and request and service fulfillment.
e-Service Desk Enhanced adds availability, capacity, event, financial, IT service continuity, supplier, access, and information security management, continuous service improvement, and visual service desk.
The e-Service Desk product follows the standard architecture for Metastorm BPM, and its BPM capabilities have been leveraged to model all of the key ITIL v3 processes within the solution, including process-supporting forms, data elements, business rules, key performance indicators (KPIs), and reports.
Your key questions answered
ICCM Solutions is a provider of IT service management (ITSM) and helpdesk software with a portfolio of ITSM-enabling solutions, which includes e-Service Desk, e-Service Desk Enhanced, and e-Portal. ICCM’s solutions are designed to take advantage of the growing business adoption of the ITIL process framework, which has, in turn, both raised the profile of and increased the necessity for tools.
Features and benefits
- Aligned with the IT service lifecycle and processes as described by ITIL v3. Supports all of the key ITIL v3 processes.
- Highly scalable with strong third-party product integration capabilities.
- Leverages the powerful BPM capabilities of Metastorm BPM.
- Functionally rich with a clean and easy-to-use interface.
- Has a variety of deployment and licensing options.
The e-Service Desk product includes modules for incident, major incident, problem, change, configuration, and release and deployment management, service catalog, and request and service fulfillment.
e-Service Desk Enhanced adds availability, capacity, event, financial, IT service continuity, supplier, access, and information security management, continuous service improvement, and visual service desk.
The e-Service Desk product follows the standard architecture for Metastorm BPM, and its BPM capabilities have been leveraged to model all of the key ITIL v3 processes within the solution, including process-supporting forms, data elements, business rules, key performance indicators (KPIs), and reports.
Your key questions answered
- ICCM e-Service Desk product is a vertical-agnostic ITSM solution that is appropriate for organizations across a wide range of industry sectors.
- ICCM e-Service Desk Enhanced adds support for additional ITIL processes and should be considered for any organization looking to extend ITSM activity.
- The SaaS version of the product can remove the burden of providing and supporting an IT-focused support solution internally.
- It is also highly appropriate for smaller organizations and those starting out on the journey of ITIL adoption (or non-ITIL-based ITSM optimization).
- As the ICCM e-Service Desk product follows the standard architecture for Metastorm BPM, the solution is highly relevant to existing users.
