Service Core ITSM

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Suitable for: Corporate

ITSM – IT Service Management

Integrated service management platform fully compatible with ITIL4

Modern Service Management Platform

IT SERVICE MANAGEMENT AUTOMATION Meet ServiceCore, an integrated service management platform developed according to current ITIL4 practices and fully compatible with ITIL4.
In this innovative platform, where ITIL4 authors are among the designers, it is now much easier to digitize service management and provide service  management automation in the enterprise easily and quickly. Digitize all your end-to-end service management processes with easy and fast installation with integrated modules and increase your customer satisfaction. 20 years of service management experience and R&D work of ITIL Experts are behind the
product, developed by engineers and ITIL Experts.

SERVICECORE ITSM MODULES
1. Service Desk Interaction Management
2. Event Management
3. Incident Management
4. Problem Management
5. Request Management
6. Knowledge Management
7. Change Management
8. Asset Management
9. Configuration Management
10. Continual Improvement Management
11. Measure/Reporting Management
12. Service Catalog Management
13. Service Level Management
14. Task Management
15. Service Automation
16. Self Service PortalModern Service Management Platform

Service Desk & Interaction Management
You can record all kinds of unclassified calls of your customers with the Interaction layer, which we also call the
service desk module, which is designed as the place where the contact with the customer begins. With the Service
Desk / Interaction Management module as the welcoming area where customer/user interactions of the service
management product family are recorded, single communication and contact points of interactions from all channels
are simulated.
All types of user calls coming from all channels such as email, phone, chat, social media, web interface and direct
physical application are recorded in a deduplicated area. In this section, singular and combined calls of the user
with the omnichannel model are processed at a single central single communication point.
At this stage, the irrelevant calls can be eliminated by classifying them. Related calls are Incident, Request,
Complaint, Suggestion, Information Request etc. Which of the different processes to continue with is determined
at this level. After deciding what the calls/interactions are and with which process they will continue, their transfer
to the Event or Request modules is carried out at this stage.
Continuous communication with the user, which is a common burden in all Incident, Problem, Request, Change,
and Release management processes, can also be covered by Interaction Management. In this way, customer
interaction phases are alleviated by Interaction Management while these critical management processes focus on
their core activities that are truly valuable.
It starts with classifications such as question, problem/breakdown, interruption, service request, information
request, complaint, improvement request, change request, business analysis, solution suggestion, improvement
suggestion and continues with Event, Problem, Request, Change, Release, Configuration processes. The first
starting point of the value stream is clearly defined in ITIL4 as the “Engagement” phase. All interactions with both
the user and the customer during this engagement stage should be recorded and evaluated. In this interaction
layer, which was emphasized with ITIL4, roles such as business analyst, relationship manager, customer
representative, service level manager, service desk employee work together by ITIL4.
In traditional service management software, there is no flow or module that ensures that these interactions are
collected in a single communication note (SPOC), both process and omnichannel, filtered, prioritized and the correct
processes continue. The first ITIL4-compliant solution in this regard is provided by ServiceCore. Modern Service Management Platform

Incident Management
The primary purpose of incident management, as defined by ITIL4, was to intervene, diagnose, resolve and
troubleshoot as quickly as possible to reduce the impact of outages and malfunctions on the business. For
this purpose, fast and accurate recording, prioritization and classification of events are the primary steps of
the process.
With the support of the Interaction Management layer and alarm mechanisms that can be automatically
received from integrated systems, the ServicCore Incident Management module makes things easier with its
innovative technology for fast detection and diagnosis of incidents.
Thanks to the ServiceCore event management module, which can capture not only events from users, but
also events created by automatic email or integrations from systems, events that are overlooked or
intervened late will become a thing of the past.
In solution research and application processes, which are the most important responsibility of incident
management, this process step is accelerated thanks to the integration with the knowledge bank, which is
the ServiceCore internal module, and with external data banks.
With the three-layer solution architecture available only in the ServiceCore Incident Management module,
suggested, implemented and working solutions can be differentiated. Solutions from these layers are
automatically classified in the integrated information management module and provide a much faster
response to recurring events.
Close team collaboration and task management are needed during the solution research and implementation
phase. Thanks to the task management features in the ServiceCore Incident Management module, central
incident management can be easily coordinated.
When necessary, the problem record can be automatically generated directly from the event record, thanks
to the integration of temporary or permanent solutions of events with the Problem Management module.
Analysis and solution studies to be made over the problem record can be quickly transferred back to the
incident management module, thus speeding up the resolution of incidents.
Problems and changes arising from the event can be easily tracked in the value stream thanks to the internal
association feature, and the user can see the work done on the problem in a transparent manner.Modern Service Management Platform

Incident Management
In the ServiceCore Incident Management module, active effort management can also be followed by keeping
work logs of all work done. All activities can be tracked retrospectively with the History tracking feature,
where all transactions are tracked.
Events can be related to the Problem or Change, or similar event records can be combined (ARM®) and
managed as a single event record with Auto Record Merge. Incident Linking function has been developed in
order to manage related events by connecting them to each other. Duplicate recordings can thus be
combined or linked quickly and efficiently. Thanks to the innovative (ATS®) Auto Time Spent feature, the
time spent on an event log can be calculated automatically.
Another original ServiceCore development (STE®), the ServiceCore Time Engine, automates time
calculation and timesheet entry of active tasks and worklogs. All innovations necessary for the comfortable
working of technical personnel have been developed by service management experts and technical teams
for this purpose.
Another innovation that enables technicians to collaborate easily is that event logs can be shared between
technicians and users. In this way, all information about the same event record can be shared between both
technical teams and users. On the other hand, thanks to the automatic mail fetcher (automatic email parser)
of all correspondence (AMF®), all the meetings with both the technical team, the user and the external
stakeholders are historically listed in the “Conversations” section, avoiding the confusion.
There is no need for the technical team to talk to the user and external support institutions via e-mail, and a
historical knowledge is provided that allows other technicians to work on an event record to quickly master
the event.
The (RCP®) Recording Control Panel has been developed to increase control over recording. Continuous
and very fast updates can be made from a single panel. In this way, it is ensured that the time spent on
event records is reduced. “Pining” and “Following” features have been developed for fast tracking and easy
filtering. Easy use is aimed by pinning and tracking for priority works.
Asset and configuration relationship, which is one of the important issues in event records, is also made
available to the technician in the event management panel. Thanks to the active asset matching, it is
possible to see all the assets related to the event on a single screen and to make transactions.Modern Service Management Platform

Problem Management
The purpose of problem management practice is to reduce the likelihood and impact of problems. Identifying
real and probable causes of events, and managing workarounds and known bugs.
The ServiceCore Problem Management module has three steps designed in full compliance with ITIL4.
The first step, problem definition, is also divided into two; While reactive problem identification is aimed at
investigating the cause of events after they occur, proactive problem identification is an approach to identifying
and recording problems before they occur. While the first type of problems can be made automatically by
association from the event management module, the second type of problems can be opened manually from
within the relevant module or automatically by integrating with system monitoring tools.
At this stage, the problems were quickly recorded. Thanks to the preliminary information coming from the
integration with the Interaction and Incident modules, the prioritization and classification processes have been
completed, and the second stage, the Problem control, can be started quickly. In the problem control phase,
the focus is on the analysis of the problems, and in the ServiceCore Problem Management module, the cause
and symptoms (symptoms) of the problem are recorded during the analysis phase.
At this stage, the necessary configuration and CI information for analysis can be accessed and reviewed
through the integrated entity module. The asset and configuration information needed for problem analysis is
available in ServiceCore Asset and ServiceCore CMDB modules. When problems are analyzed, they are
assigned a “known error” status. At this point, the problem can be recorded as a known error.
In the third stage, error control studies will be recorded in the Problem Management module. When a problem
is analyzed, it should be checked. Support can be obtained from all internal and external sources by using
task management and conversation engine for error control. In addition, this module, which is integrated with
the Knowledge Management module, allows searching both internal and external information sources for
temporary or permanent recording of solutions.
All correspondence and assignments for active solution research can be carried out online in a single
registration environment with the tools on the module. All findings, all solution alternatives are recorded in the
integrated solution tab. If necessary, change records can be opened automatically from the Problem
Management module for the elimination of the problem and the implementation of the solutions. In this way, Modern Service Management Platform

how the value stream develops from the Interaction and Incident modules for change management practice
can be followed retrospectively.

Problem Management
Thanks to the innovative (ATS®) Auto Time Spent feature, the time spent on a problem record can be
calculated automatically.
Another original ServiceCore development (STE®), the ServiceCore Time Engine, automates time
calculation and timesheet entry of active tasks and work logs. All innovations necessary for the comfortable
working of technical personnel have been developed by service management experts and technical teams
for this purpose.
Another innovation that enables technicians to collaborate easily is the ability to share problem logs between
technicians and users. In this way, all information about the same event record can be shared between both
technical teams and users. On the other hand, thanks to the automatic mail fetcher (automatic email parser)
of all correspondence (AMF®), all the meetings with both the technical team, the user and the external
stakeholders are historically listed in the “Conversations” section, avoiding the confusion.
There is no need for the technical team to talk to the user and external support institutions via e-mail, and a
historical knowledge is provided that allows other technicians to work on an event record to quickly master
the event.
(RCP®) Record Control Panel has been developed to increase the control over the recording. Continuous
and very fast updates can be made from a single panel. In this way, it is ensured that the time spent on
event records is reduced. “Pining” and “Following” features have been developed for fast tracking and easy
filtering. Easy use is aimed by pinning and tracking for priority works.
Asset and configuration relationship, which is one of the important issues in problem records, is also
available to technicians in the problem management panel. Thanks to the active asset matching, it is
possible to see all the assets related to the problem on a single screen and to take action. Modern Service Management Platform

In the ServiceCore Problem Management module, active effort management can also be followed by
keeping work logs of all work done. All activities can be tracked retrospectively with the History tracking
feature, where all transactions are tracked.
Request Management
In this module, where user requests are met, a modern request fulfillment and presentation process compatible
with ITIL4’s latest request management practices is simulated.
Customer requests, which start by being requested from the integrated service catalog, can be managed endto-end thanks to the request management module.
The requests of the users can be recorded both automatically from the interaction module and automatically
by email and triggered from the service catalogue.
Changes, versions and projects resulting from requests can be transferred to other modules thanks to the
internal association feature and can be monitored throughout the ITIL4 compliant service value stream. In this
way, it is ensured that the user can see the work done on his/her request in a transparent manner.
When necessary, external integrations and requests can be followed by connecting to the environments where
they are followed by internal and external stakeholders on different platforms.
In the ServiceCore Request Management module, active effort management can also be followed by keeping
work logs of all work done. All activities can be tracked retrospectively with the History tracking feature, where
all transactions are tracked.
Requests can be associated with the change or managed as a single event record with Auto Record Merge
by combining similar request records (ARM®). Duplicate recordings can thus be combined or linked quickly
and efficiently. Modern Service Management Platform

Thanks to the innovative (ATS®) Auto Time Spent feature, the time spent by technicians on request records
can be calculated automatically.
Another unique ServiceCore development (STE®), the ServiceCore Time Engine, automates effort calculation
of active tasks and worklogs, and effort/job log entries. All innovations necessary for the comfortable working
of technical personnel have been developed by service management experts and technical teams for this
purpose.

Change Management
In this module, which facilitates the recording and coordination of changes, technicians come across a
management panel that is compatible with flows specific to all change types.
In this module, change requests can be received by integrating from different modules such as Event,
Problem, Request, and backward relationships can be followed.
The process, which starts with the registration of the change request (RFC), continues with the planning
phase of the change. At this stage, the impact of the change, its risks, how it will be done, escape plans and
coordination requirements are recorded. After this stage comes the stage of gathering opinions and
approvals to review the plan and change details.
Advisory and approval processes can be sent to the change advisory board and opinions and approvals can
be collected quickly via email. Advisory committees can be determined dynamically for each change. In this
way, it can be ensured that every change is actually consulted with the relevant people. Thanks to the
digitized consultation/approval process, this step of the changes, which causes the most time loss, can be
turned into an efficient and fast-running activity.
In this module, which was developed in accordance with ITIL4 current change management practices, the
lengthy and bureaucratic approval stages are replaced by dynamic advisory boards. Approvals to be
obtained from both in-house and external experts can be made quickly without leaving the module with the
email automatic merge feature. Modern Service Management Platform

In the next step regarding the implementation of the changes, the task management module comes into play,
where a change manager can digitally perform all the coordination he needs. The tasks put in the queue
through this module are completed and the change is implemented in a fast and healthy way.
In case the changes turn into a version or a project, the work can be transferred to other modules thanks to
its integration capabilities.
Asset and configuration information, which is one of the important requirements in the analysis of changes, is
also provided through the integrated Asset Management and Configuration Management modules, and it is
ensured that impact and risk analyzes can be made quickly with information accessible from the same
screen.

Asset Management
Meet with easy, fast and integrated asset management… Simplify your work with continuous access
to current, active and valid information with an application module that monitors the status,
ownership, and financial information of assets throughout their lifecycle…
Customizable asset attributes required for detecting and recording all IT and non-IT assets can be
created in the system. Let ServiceCore handle the attributes that need to be managed with the large
library of configuration objects.
In this module, all assets are equipped with features that can be recorded in stages so that all assets
can be proactively managed throughout their life cycle.
Asset module is natively integrated with all other ServiceCore modules and provides up-to-date
asset information needed by all other service management processes with a single click.
With the asset automatic discovery and audit service (ADA – Auto Discovery and Audit) required for
the automatic discovery and continuous auditing of IT assets, the constantly updated data of all
digital assets including hardware and software can be transferred to the system. Modern Service Management Platform
www.servicecore.app Modern Service Management Platform

Knowledge Management
Record your service management information with an easy-to-use and integrated knowledge
base.
The opportunity to record the information required by all service management processes and to
ensure corporate continuity and to be easily accessible from all processes.
In this module, which allows the solutions to be recorded in categories, direct access to the
solutions is provided from modules such as event, request, and problem when necessary. In this
way, the resolution of requests and incidents is accelerated, and the resolution times can be
shortened by recording information about repeated incidents and requests.
In addition to automatic solution and information search from event and request records,
automatic collection of solutions from request and event modules is also provided.
In this module, which is designed as a central service information management system (SKMS), the
information produced in all processes and modules is stored for reuse. With the authorization
mechanism, continuous access to information is provided for both technicians and users.
In addition to direct access from the technician modules, access to the knowledge base is provided
from the end-user portal with a self-service model. By entering and publishing the information
that users will use as self-service, the number of service calls is reduced. Modern Service Management Platform

Service Catalog Management
Standardize your services with advanced automation features and digitize your customer services
from end to end. With the ServiceCore SCM module, quickly develop your multi-layered service catalogs with easy to-use interfaces and keep them constantly updated.
The SCM module, which was developed to standardize all service management activities in the
background of request management and to ensure sustainable service quality, provides the
necessary basis for a modern user request management.
Customize all services with features such as customizing pre-defined request forms according to
service, pre-defined approval stages, and editing service level agreements on a service basis.
The quality assurance of service management is provided with the ability to define pre-defined
workflows behind each service and to perform automatic task distribution at each repetition of
the service. Service manageability and user satisfaction are ensured through standardized
workflows. Modern Service Management Platform

Service Level Management
Increase the performance of all your service management processes with integrated
service level management.
Performance is under your control with the application of parametric service level
agreements, where you can easily manage the definitions of customer expectations
regarding both events and requests.
Automate the prioritization burden with accurate definition of expectations regarding
availability and service delivery times.
Increase the service quality with the service level management module that automates the
prioritization work, which is one of the priority and challenging activities of the incident and
request management processes.
Equipped with multi-level service level agreement (Multi-Level SLA) definition capabilities,
this module automates the need to accurately determine customer service time expectations
and present all activities with the right timing. With easy SLA entries, correct ordering and
timely intervention is provided for both incidents and requests. Modern Service Management Platform

Measurement and Reporting Management
We cannot manage what we cannot measure. Data from all management processes within the
scope of the ServiceCore integrated suite are transformed into meaningful information through
reports.
MRM process, which is defined as an important practice with ITIL4, is modeled on ServiceCore to
work with the necessary measurement and reporting tools.
Required and commonly used reports in service management have been previously prepared and
made available in the report library. Unlike classical reporting, a measurement method based on
the objectives as defined in ITIL4 has been created. In addition to operational reports, strategic and
analytical reports can also be developed.
Performance indicators for measuring process and service quality and their dynamic views
according to different components were made available to managers in detailed reports.
The design of the new reports needed can also be done easily with the service report wizard (SRW
– Service Report Wizard).
These reports can be displayed as components (widgets) on dashboards (Dashboards) customized
for different management levels, looking at processes and services from different perspectives.
The first step of continuous improvement is based on the identification of problematic and poor
performance areas in processes and services. According to ITIL4, the starting point of the service
management application is precisely the regions where these process and service vulnerabilities
exist. For this reason, the reporting module is an indispensable tool for the continuous improvement
process in terms of monitoring and improvement of all other processes. Modern Service Management Platform

Self Service Portal
Provide your customers and users with a unique service request and follow-up experience.
One of the indispensable needs of a professional service provider is a service access and
follow-up screen they will offer to their customers and users. Increase your customer
satisfaction with the easy and modern interfaces offered by ServiceCore Self Service Portal.
Users can easily submit support requests, service requests and track the status of their
current requests through the self-service portal. With detailed request and event tracking
screens, it can both monitor the situation and carry out correspondence with the technical
teams from the same environment.
Users can easily access information about events and requests through the knowledge base
and quickly access self-service solutions.
Users can see the service catalog on the portal and select their requests from the catalog
and forward them to the technical teams. All the services offered are pre-made packages in
the SCM module and users can find the right service on this panel by searching the search
engine or browsing the catalogue. They can follow the service requests they have opened
on the same portal and see their details.
Assets assigned to users can also be viewed on this portal, and a user can track the status
of their assets from here. Modern Service Management Platform

Service Automation
Many manual management activities are automated with a rule-based business engine,
thanks to the service automation rule service (SARE-Service Automation Rules Engine),
which is equipped with automatic business rules definition and dynamic management of
events and requests depending on conditions.
With easily definable rules, actions depending on conditions can be made automatically,
thus dynamically updating all service records and accelerating flows.
It has been made possible to automate all actions that depend entirely on the imagination
of the technician and the process manager in every possible situation, without the need for
manual data updating.
Many automatic processes, from simple actions that can be easily defined from the
administration panel, to dynamic rules with many preconditions, multi-layers and multi actions, are predefined to provide more automation in workflows and higher speed in services. Modern Service Management Platform

Task Management (Workforce and Talent Management)
Thanks to the duties carried out by the technicians in all service management processes, the work
can continue. Every event, request, problem, change, release, project and all other processes can
be completed thanks to the fulfillment of many tasks by technical teams.
The Servicecore Task Management joint function can provide both cooperation throughout the
processes and central workload coordination by recording all activities carried out independently of
the processes.
Workforce management, which is the basis of Workforce and Talent Management practice, which
is one of the most important processes that comes with ITIL4, is provided with this module.
The only way to see the resource usage and compliance of all technicians with a single coordination
is to record all the tasks performed throughout the modules.
Unrecorded, off-platform, unregistered, emailed or verbally followed tasks lead to unmeasurable,
unproven, invisible workloads and unbalanced resource use. Modern Service Management Platform

In this way, the following problems arise in institutions that work without registration and without
task management:
1. Uneven distribution of work
2. Unjust distribution of duties
3. Waste of competencies
4. Uncontrolled change of priorities
5. The work done is not visible
6. Lack of resource management
7. Inability to see common agendas
8. Unhappy working of technicians in a multi-manager environment
9. Failure to develop competencies
10. Failure of processes
A central resource/workforce and task management is required to eliminate all these problems.
Workload and resource management is facilitated by the (WTE®) Workforce and Tasks Engine and
another technology supporting this (STE®) ServiceCore Time Engine.
The chronic problems listed above can be eliminated thanks to the modules for the management of
tasks under the common agenda and common task lists

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