Enlighta Deliver for ITIL Service Delivery

Case Study

Enterprise ITIl Delivery

ITIL enablement across global providers within 14 weeks. Immediate ROI on deployment.

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Overview-Enlighta Deliver for ITIL Service Delivery

Overview


Overview

Enlighta Deliver for IT Services provides comprehensive support for the ITIL v3 services management and governance. Unlike other IT management suites – Enlighta Deliver is highly adaptable, is based on “Web 2”, and fully supports global services delivery by multiple vendors and internal groups across multiple service lines.

The solution suite has been architected to be modular – you can choose to leverage the entire suite or only use the modules that complement your current tools. For instance, if you have invested in an asset management suite, the CMDB can be integrated with Enlighta. Or, if you have a robust service desk, you may want to use the Enlighta suite only for change management or for management of external vendors.

The solution is offered as a Group, Premier and Enterprise edition

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The solution is architected to be highly scalable across thousands of users and hundreds of feeds. The unique metadata driven data model enables rapid adaptability by business analysts.

Module Overview

ModuleDescription
Service Catalog Online catalog of services offered including description, availability, service owners, provider groups, price, etc.
Service Desk Automation of services request approval, delivery with configurable service request forms
Incident Management Online submission of incidents and automation of incident routing and escalation processes across service groups
Problem Management Analytics to support problem identification; Tracking of problems and associated incidents; automation of problem resolution
Change Management Tracking and reporting of change requests; automation of multi-level approvals; change notification and release calendars
Knowledge Management Categorization and search of knowledge base entries; auto-fill of fields on incident resolution
CMDB Tracking and report configuration items including services, applications, servers, PCs, networking, etc and associations of items
Resource Management Tracking of internal and external resources, skills, locations, work assignments, provider groups, and rates, on/offboarding
Project Portfolio Management Projects identification, justification, phases, milestones, deliverable and automation of project execution and on/offboarding
Task Management Tracking and reporting of tasks associated with projects, change requests, contracts including estimated and actual hours
Enhancements Full lifecycle automation of process for enhancements estimation, prioritization, implementation, testing and rollout
Timesheet Management Auto-generation of weekly timesheets based on actual work hours for tasks, issues, requests and admin time; approval process
Operations Communication Communication to internal and external groups of scheduled and current service outages, impact and estimated duration
Dashboards Role based management personalizable dashboards for reporting of performance, compliance, quality, scorecards

Testimonials

 Enlighta has proven to be a powerful solution for enabling efficient outsourcing governance. The support provided both during and since implementation has been outstanding. 

Project Manager, F100 Financial Services