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ITSM for Service Creatio

Advanced management of the incidents, service requests and problems

Application type
On-site deployment
Cloud deployment
    Product description
    Product description

    ITSM for Service Creatio extends the capabilities of the Service Creatio, enterprise edition in managing incidents, service requests and problems according to ITIL (Information Technology Infrastructure Library, v. 2011).

    For Cases section:

    • Smoother handling of the queue in which the cases are addressed through automatic populating of the Case Priority field based on the Urgency and Impact according to ITIL Priority Matrix 
    • Less overdue cases due to the notifications about the upcoming deadline for Cases response and/or resolution
    • Quicker processing of the standard cases through the ability to use related Knowledge Database article as a solution
    • Advanced features for fast creation of:
      • Problem from the Case
      • Subordinate case from the Case
      • Change from the Case
    • Ability to route different types of cases to different approval procedures using the activated basic approval functionality

    For Problems Section:

    • Streamlined processing of the problem with additional fields:
      • Root cause
      • Urgency and Impact that define the Priority of the problem
    • Faster Problem resolution with the additional links:
      • Problem to Configuration Items
      • Problem to Knowledge Database articles
    • Quicker identification of the problem through an improved categorization of the problems and the ability to assign responsible employees automatically basing upon the category of the problem
    • Thorough monitor of the important problems with automatic escalation upon the deadline for problem resolution
    • Prompt answer to the problem by ability to apply a workaround (temporary solution to reduce or eliminate the Impact of the incident or problem), scale it to all subordinate unresolved cases and create the Knowledge Database article from it.
    • Profound understanding of the problems closing through the feature enabling to gather and analyze the closing reasons
    • Comprehensive analysis of the critical problems with the help of the preconfigured process, allowing to assess:
      • what has been done well
      • what has been done worng
      • what could have been done better
      • what could be done to avoid the recurrence.
    • Advanced features for fast creation of:
      • Change from Problem
      • Problem from Configuration item
    Support conditions

    This free add-on was developed on the Creatio platform by citizen developers, as part of the "Dev Labs" community project. If you have questions or encounter any issues while using the add-on, please create a post on the Creatio Community, where citizen developers and other community members will be able to help you.

    Product compatibility
    Service (enterprise)
    7.11.3 and up
    .Net Framework

    Terms & Conditions

    Guides and manuals

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