IT service management FaMa+ ITSM

Functional properties of module Request management:

• A simple and easy-to-use tool to gain an overview of the requests and related information.
• An option to communicate with providers of services and their implementers.
• For each situation, it is possible to implement specific forms and a process, set communication tools and notification messages.
• The module can be implemented for the entry of requests via various available channels  (e.g. through a generic Web form client in the application itself, email, phone, etc.).

Functional properties of module Incident management:

• Registration and management of incidents (= a malfunction, unscheduled interruption of service or reduction of its quality).
• The module helps to collect incidents, categorize them, and register any information necessary for problem solving, links to services, and automatic or manual calculations of metrics.
• The aim of the module is to restore standard service operation as quickly as possible and minimize the adverse impact on business operations.

Functional properties of module Problem management:

• Registration and management of problems (= the root cause of one or more incidents).
• The module aims to prevent the occurrence of problems and subsequent incidents, to eliminate recurring incidents and minimize the impact of those incidents, which can be prevented.
• For problem-solving, there is a full-fledged approval apparatus available.

Functional properties of module Change management:

• Registration and management of changes.
• The module’s goal is to allow the implementation of beneficial changes with minimal disruption to services and respond quickly to the changing business requirements of the customer.
• For the management of changes, there is a full-fledged approval apparatus available.
• The option to link changes with other modules streamlines their planning and at the same time allows sharing information from other modules.

Functional properties of module Identity management:

The Identity management functionality of FAMA + ITSM deals not only with the management and administration of identities (accesses to applications, programs, domains, etc.) and associated procedural steps used by the organization (approval, reporting, escalation, etc.), but also offers a far more comprehensive solution in the IT services area.

In layman’s terms, the essence of the IDM is to ensure that:

• Each entity (both internal and external staff, suppliers, etc.) in the organization has only a controlled access to systems and data
• User identities are managed throughout their entire life cycle (creation, modification, termination).
• Users of any information system have in one place available an easy-to-use self-service point for the management of their access authorizations.

The proposed solution, among others:

• From the perspective of information security ensures compliance with the confidentiality, integrity and availability of information.
• Offers your organization control over access authorizations when the control of them will save not only time.
• Allows IT workers and administrators to easily and efficiently set up individual access rights. Also manages the cancellation or removal of rights and accesses based on corresponding inputs (request to remove rights, employee leave, etc.).

Due to the complexity of the FAMA+ ITSM product and its interlinkage with other modules one can through implementation of IDM in accordance with ITIL gain:

• The SW support of all the processes that occur in the identity management field, using a user-friendly IDM add-on. Processes such as:
  • The entry of a new employee, from his/her registration in the HR to requirements concerning:
    • accesses to anywhere (not just into integrated systems)
    • a new location
    • a chair
    • IT technology
    • …
  • Transfer in the organisational structure – moving (and the associated changes in the accesses and rights of the employee).
  • Replacement of employee on the work position.
  • Definition of fill-ins.
  • Up until the employee departure from the organisation, or his/her replacement on the work position with a new employee.
  • All of these processes are accessible to appropriate users (not just IT) through a „self-service point“ of the application programming interface.
  • And of course these processes are interlinked with identity integrations in the target systems.
• Hi-tech interface to the connected systems through an integration bus or direct connectors that will save you the costs of any extension of interfaces to both existing and new systems.
• A set of already pre-built connectors to current systems (with the option to extend or modify them).
• Use of SSO.
• Reconciliation and synchronization of integrated systems.
• Automated administration of your company certificates.
• Support of password resets and distribution of personal data changes to integrated systems.
• Tools for reporting, audit, printing, charts, etc.
• And last but not least analytical and consulting know-how of our staff when implementing IDM into your organization.

Functional properties of module Configuration management:

• Registration and management of assets that are part of services and configurations.
• The module provides accurate information and control over all assets and relationships that make up the infrastructure of the organization.
• The module can be used to record both IT items (hardware and software) and also other items that need to be monitored (e.g. assets, documents, etc.).

Functional properties of module Event administration:

• Support module for monitoring and follow-up process event management.
• The module can be connected (via module Integration links) to third-party monitoring tools and thus collect the defined events (e.g. errors, system outages, etc.).
• The module subsequently provides the ability to define appropriate actions in order to react to these events (e.g. generate incidents or requests, register the events, assign partners, etc.).
• The  module provides the registration of the essential logs from infrastructure and systems.

Functional properties of module Word order management:

• Support module that provides direct support for the parallel solution of any other processes (including the possibility of solution decomposition to partial steps).
• Each of these tasks can be applied to any of the services and can have defined the appropriate process for both the task and the employee working on it.
• The implementation of this module therefore pushes the possibilities of the solution to higher levels and offers a cleaner and more sophisticated service control management (while having all the benefits of the system – monitoring, reporting, etc.).
• The module is integrated into all of the other modules of the FaMa + ITSM.

Functional properties of module Service management:

• Basic module of the FaMa+ ITSM.
• A powerful tool for service registration and management as well as for the definition and functional deployment of service parameters in the form of service contracts. The module is also used in direct processes for reports on the operation of efficient services (number of requests, number of incidents, costs, etc.).
• Registration of services and the service catalog, describing the nature of the services offered, their parameters and established records.
• Definition of SLA (Service Level Agreement) contracts, providing access to services and specifying SLA parameters of services for both beneficiaries and providers.
•  Monitoring and evaluation of parameters and metric services according to ITIL V3.

Automatic monitoring of digital certificates is a module of the information system FaMa+ ITSM for central registration and administration of digital certificates and electronic signatures in your entire organization.

• Does a card system not let you in or out of the building?
• You cannot log on to a bank account?
• You can’t get to the data from your systems?
• Do business processes depend on IT not work?
• Was there a failure of electronic communications (email, lync, ip phones)?
• You cannot electronically sign documents?

All of this can be caused by one and only one digital certificate. A medium-sized organization needs up to 900 digital certificates. For how many of them you monitor their validity? How long does it take to restore operations and how much does it cost you?

Our monitoring can:

• Automatically monitor the current state of certificates in your PKI, including their deployment.
• Let you remotely manage certificates on any connected server or computer anywhere in the world from the comfort of your Office.
• Ensure a complete certificate life cycle (creation, installation, sign, recovery, etc.).

Reduce the number of outages due to a digital certificate to zero. Prevent not only the financial losses caused by the infrastructure unavailability due to the the certificate’s failure.

An example from practice

A medium-sized organization employs up to 150 people. One can assume that more or less every employee uses a personal computer to perform his/her daily work, and the organization operates 25 servers that provide IT services for employees or customers. It is verified that each computer has an average of 5 and each server 20 digital certificates, through which it secures its communication with the outside world. A medium-sized organization has in its infrastructure approximately 1250 digital certificates with a limited validity. An uncontrolled expiration of one digital certificate can limit the operation of the Organization even for a several days.

Registration

All certificates and electronic signatures are clearly displayed in one central repository, including their assignment to workstations/servers and specific people. Complete information on the status, properties of certificates and electronic signatures is through automatically distributed tasks introduced to the Central register of certificates without the need for manual data entry, the system allows easy comparison of the desired and actual state.

Notifications

Users are automatically notified of the certificates’ expiry via e-mail, SMS or through creating of a request within Request management system – e.g. Service Desk.

Certificate Registration system allows user to generate aggregate reports and reports on the status of workstations, servers, certificates and electronic signatures.

Operation

Advanced certificate management module covers all algorithmic operations with certificates starting from the generation of a Certificate Signing Request (CSR) and private key up till to repeated pairing or the certificate with a private key. Includes even the management of an own certification authority, including the option to sign own or strange CSR’s.

Further products focused on integration: Integration bus and Identity management.

Functional properties of module Basic registers view:

• A module to provide responsible staff access to the selected parts of the information system of basic registers (ISBR) – Population register, Personnel register, and the Register  of territorial identification, addresses, and real estates.
• Registration of approaches of responsible staff to the ISBR.
• Logging of the sent queries and responses.
• The delegation of authority with the help of a comprehensive tool for the management of allocation of roles and rights.

Functional properties of module Integration relationships:

• The module Integration relationships offers a dynamic interface for all integration links (whether you need to send the information to other systems or to receive it).
• These activities can be connected to any of the events in the system – they can be created periodically, they can wait for user input or for the input from other systems, or they can passively wait for requests by third parties.