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IT service MANAGEMENT: ITIL for Small Business
IT service MANAGEMENT: ITIL for Small Business
Vector ITSM combines the management of ITIL Incident, Problem and Change Management processes with an IT Service Catalog, hardware and software asset data and software license management. This fusion of IT Service and Asset Management gives the small and medium enterprise an opportunity to adopt ITIL processes at minimum expense and to maximize effectiveness in user support, issue and problem resolution and change management.
Solution Deliverables

- Adoption of ITIL best practices at minimum cost and complexity.
- Fusion of IT Service Management with core IT Asset Management functions in a bundle matched to the needs of small and medium enterprises.
- Service SLAs defined and managed in a Service Catalog.
- Increased IT end-user productivity through rapid Incident resolution.
- Maximized support and help desk efficiency.
- Reduction in help desk and support staff turnover.
- Help desk performance monitored against agreed service levels.
- Help desk activity information for user charge-back.
- Long term support performance measurement for pursuit of continuous improvement.
Solution Highlights
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The heart of Vector ITSM is the integrated set of ITIL-aligned processes for IT Incident, Problem and Change Management. Use the powerful and highly configurable issue escalation, workflow management and email integration features to track the toughest desktop support challenges through to resolution.
- For further information, see the Vector HelpDesk standalone solution information.
- Simplify your team running costs with Vector ITSM's extra-ordinarily simple pricing: an annual rental of $1495, £995, E1195 for any organization of less than 150 IT end users.
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Provide your helpdesk staff with PC inventory data in the Incident Management view, including details of installed software, system hardware and configuration, and location on the network right down to which port number on which hub/switch/etc (for managed network devices).
- Detailed desktop configuration information is provided by the hardware and software discovery and inventory functionality of the Asset Discovery and Mapping solution.
- Use Vector ITSM's SOA oriented integration API to enable Incidents to be recorded by other cloud-based functions such as CRM.
- Define the services that your IT team delivers in the Vector ITSM Service Catalog, then organize and manage the SLAs and other performance indicators for each service.
- Use Web-based reports to interrogate your service management history and review performance trends. This ability to understand how performance is changing over time is a key component of the ITIL approach to incident management.
- Retain an unequivocal record of the efforts made to solve any given problem; Vector ITSM's detailed tracking of issue resolution activities interweaves email exchanges with the record of support activity.
- Vector ITSM's reporting of asset detail and change history will in many organizations make it unnecessary to invest in a separate IT Asset Management toolset.
Solution Features in Vector ITSM
- Integrated Incident, Problem and Change Management.
- ITSM/ITAM fusion.
- Service Catalog.
- Customisable multi-level SLAs.
- Team working.
- Fully configurable UIs and workflows.
- Rich email integration.
- SOA style integration with enterprise cloud apps.
- Inbuilt time recording for chargeback.
- Issue management audit trail.
- Batch issue updates.
- Task and team management for Problem investigations.
- KPI reporting to drive continuous improvement.
Solution Components in Vector Vector ITSM
- Issue Tracker foundation
- IT HelpDesk Template
- Change Management Template
- PC Discovery
- PC Hardware Inventory
- PC Software Inventory
- Software License Management
- Asset Reporting Portal
- Administrator Console
Complementary Solutions
Key components of Vector ITSM are also available as point solutions. Vector HelpDesk combines the Vector Issue Tracker engine with the IT Support HelpDesk Template for a complete ITIL oriented Incident, Problem and Change Management solution. HelpDesk can integrate tightly with any SQL-based asset information database with accessible data tables.
Further Information and Resources
- Request an evaluation of Vector ITSM.
- On-line screenshot gallery of the HelpDesk support user interface.
- For information on the new functionality in v7, the latest major release of Issue Tracker, download the PDF in either 8.5"x11" (Americas) format or A4 format (EMEA).
- For a no-obligation review of your business needs and Vector's solutions family, call now on +1 770-622-2850.