Devoted to Help Desk and Technical Support personnel and applications

Last Week Compuware (NYSE: CPWR) announced the availability of a new IT service Management solution that supports all five stages of the ITIL Version 3 life cycle by automating and integrating key ITIL processes.  As I stated yesterday, you should watch out for any software that claims to be ITIL compliant, but Compuware is not making that claim with Vantage.

With features designed to help your organization improve IT service delivery,  Compuware Vantage may be what you need to improve service to the core of your business.  The application applies advanced Six Sigma techniques to the IT service management discipline.  All of this sounds great, but one very important feature of any ticketing system is ease of use and velocity.  Performance is not addressed in any the literature for Vantage, so be sure to keep that in mind if you are looking for IT software.

I found these features interesting:

*  Helps IT communicate the business value of their services to the business by providing visibility into critical processes.

*  Enables the ongoing governance, measurement and reporting of business services.

*  Maintains the details of IT services delivered to the customer, with the relationships to the critical business processes and units.

*  Maps the critical business processes to the underlying IT services and components through the Vantage Service Model.

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*  Measures and reports on complex SLAs and OLAs, which could include multiple service providers and/or in shared-services environment, to address accountability issues.
*  Measures and reports on availability metrics at an infrastructure level for internal use, high-level business services and the critical business processes.
*  Supports the process of managing multiple external service providers and internal providers by distinguishing the accountability of each provider and its respective Service Level Agreements.
*  Provides IT the Service Knowledge Management System to turn data into useful information.
*  Helps service support staff manage services by measuring and reporting service level compliance, detecting and prioritizing problem resolution based on business impact.
*  Tracks the incidents and Event Management provides the management aspect. Ensures that every decision taken considers both business impact and service-level compliance.
*  Allows problem managers to detect, prioritize and fix problems according to the business impact.

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