Orbita ITSM
Empower Your IT Services Now and Reach New Hight!

Subject area examples

Stand alone IT service management tool:
- Incident and Service Request management
- Problem management
- Change management
- Service catalog management
- Agreements management
- Assets and configuration management
- Knowledge management
- Tasks and approvals management automated functions
ITSM tool inside a complex of systems:
- Inventory management system
- Data Center IT and engineering infrastructure management system
- IT-infrastructure monitoring system

Orbita ITSM implementation

As in any other management subject area, the only reliable way to gain control over activities and quality of IT-services is the implementation and continuously improvement of ITSM business processes and tool.

Here we implementing ITSM tool. We can implement it in this cases
1. if you already have business processes,
2. or if have no business processes,
3. or if you partly have business processes,
4. or if you have some elements of management system, like standards or manuals.

We can create stand-alone ITSM Solution, or create an integrated into existing environment ITSM tool , or build full-scale complex integrated Solution fron zero to super-hero.

ITSM systems development and maintenance
IT-infrastructure management and control

ITSM system development, deployment and maintenance

ITSM system development, deployment and maintenance
Inventory management system development, delpoyment, implementing and maintenance
IT-infrastructure monitoring system development, delpoyment, implementing and maintenance
Complex IT Solutions deployment

Development of ITSM business processes

Development of ITSM business processes: incident andservice-request management, problem management, change management, asset, configuration and inventory management, event management, knowledge management.

Implementing of asset, configuration, inventory management and monitoring systems.

Creating of integrated Solutions, matching all requirements for IT function.

Please let us know about your demand and we will contact you to grant the best solution:

ORBITA ITSM

Basics

Orbita ITSM is the IT-service management business process automation platform, it is allows Enterprise automate an ITSM processes, tasks, approvals, and analytics on a single reliable integrated system. The following ITSM processes and functions are included:

Incident and service requests management
Problem management
Change management
Service catalog and service level management
Configuration management
Knowledge management
Related tasks and approvals automation
Newsline automation

If necessary, any other ITIL/ISO 20000 processes may be deployed and implemented. Application can be easily integrated with any corporate and public information systems and services using standard REST API.

We exclusively provide design, development, deployment, implementation and maintenance of the solution based on ORBITA ITSM.

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Please let us know about your demand and we will contact you to grant the best solution:

Frontpage

User-adjustable frontpage, allowing to choose between three presets:

CI, that was put on the dashboard to have a quick access to its health state.
Summary information for a performance of automated business processes.
Time overdues panel, representing all objects in a system, that is overdue.
Newsline, published by News administrator for IT staff and portal users.

If necessary, any other dashboards may be deployed and implemented. Application can be easily integrated with any other perfomance-monitoring systems to make integrated or aditional metrics be accesable at a glance.

Furter it is a brief description of avalible functionality, delivering with Orbita ITSM platform.

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Automated ITSM business processes

Incident and service request management processes
Orbita ITSM providing incident and service request management processes, both cases - separated processes with its own workflow, or solid business process with attributes,
making difirentiation between incidents from service requests.

Incidents and requests may be registered via user portal, email, API or by a Servicedesk operator. Despite of a way incident or service request is registered, it may be applied automated classification and categorization.
All incident or service request lifecycle and attributes is under control of specialists, that was granted with appropriate permissions by system administrator.
It possible to involve other specialists in a works with the same incident or service request using a special work distribution mechanism.
It possible to perform approvals to incident and service request.
Incidents may be connected for make it easier to work with it in a special ceses.
Initiator, Service, Categories and other appropriate business processes may be connected to incident and service request.
Knowledge Base may be used to fix the incidents and solve the service requests.
The results of works may be accepted or declined by initiator, in the second case, incident or service request will be passed back to a exicution.

Problem management process
Orbital ITSM provide problem management processes, which purpose is to fix the root causes of incidents and prevent a new incidents appearence.

Problems may be registered according to existent incidents and service requests or like a dedicated problems to be fixed as a task of a service maintenance or service inprovement process step.
Initiator, Service, Categories and other appropriate business processes may be connected to problems.
Knowledge Base may be used to fix the problems.

Change management process
Orbital ITSM provide change management processes, which purpose is to control the changes performing within the services and CIs.

Changes may be registered according to existent problems, incidents, service requests, or like a dedicated change to be performed as a task of a service maintenance, service inprovement process step, or a new service/system implementation project.
Initiator, Service, Categories and other appropriate business processes may be connected to changes.
Knowledge Base may be used to help handle with the changes.

Service catalog management process
Orbital ITSM provide service catalog management processes, which purpose is to control the catalog of services and its state, and to assist other processes and stakeholders with reliable information about services.

Services may be registered, controlled and keep up to date through its lifecycle with standard simple web-forms.
Owner, Responsible CIs, another services, other appropriate business processes may be connected to services.
Testing stage timing control, production launch timing control and monitoring launch timing control are included.
Knowledge Base record may be related to service to hold appropriate information and data.

Service level management process
Orbital ITSM provide service level management processes, which purpose is to control the catalog of service levels, and to assist other processes and stakeholders with reliable information about service levels.

Agreements may be registered, controlled and keep up to date through its lifecycle with standard simple web-forms.
Type, Initiator, Assignee group and other appropriate business processes may be connected to agreements.
Appropriate scheme of relations between different types of agreements is included; appropriate scheme of relations between different types of agreements and different types of services is included.
Valid until control is included.

Configuration management process
Orbital ITSM provide configuration management processes, which purpose is to control the configurations and configuration items, and to assist other processes and stakeholders with reliable information about configurations and configuration items.

CIs may be registered, controlled and keep up to date through its lifecycle with standard simple web-forms.
Type, User, Responsible, Support group, Cost attributes, also other appropriate business processes may be connected to CIs.
Testing stage timing control, production launch timing control and monitoring launch timing control are included.
Any additional attributes may be included to SIs control form according to a type of CI, with standard simple web-forms.

Knowledge management process
Orbital ITSM provide knowledge management processes, which purpose is to support all other processes and stakeholders with reliable information and data.

Knowledge may be registered releted to incidents, service requests, problems, changes, services, CIs, also as a stand-alone objects, and may be controlled and keep up to date through its lifecycle with standart simple web-forms.
Initiator, Responsible, Support group, also other appropriate business processes may be connected to knowledge. Approval process for knowledge records is also provided.
Valid until control is included.

Please let us know about your demand and we will contact you to grant the best solution:

Related functionality

Tasks and approvals functions
Orbital ITSM provide tasks and approvals management functionality, built in the same style like a business processes, to make the management system and work practices standard and simple. This functionality make it possible to uses stand-alone tasks and approvals, or use it with relation to other business-processes.

Domain intagration
Orbital ITSM provide Active Directory integration module, that allow system administrator to import useers from Enterprase domain and then grant appropriate access to rhis users. Also system administrator can add this users to system local groups, to build, for example, IT execution groups. Orbita ITSM may be connected to multiple domains, including Active Directory and *NIX domains.

User portal
Orbital ITSM provide simple but powerfull user portal, that allow users to
control their incidents and requests,

interact with IT department with a issues related to incidents and service requests,
accept and decline the results of works,
keep an eye on a newsline.

Simple usefull taskbars
Orbital ITSM provide simple taskbars, which is 100% used in IT department to keep an eye on how the things is going on. Also this taskbars may be extended with any desireble functionality with a system control panel, DB structures and PHP code. Also it is possible to print any object in the system.

Control panel
Orbital ITSM provide simple control panel for a system settings, allowing to control roles, groups, business processes attributes, priorities, workflows and restrictions. Also it allow to control the users and IT-spesialists lists and groups, adjusting the automated actions, additional fields configuration, publish the news, and much more.

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Third parties applications integration

Any third party application may be connected to Orbita ITSM system via standard REST / SOAP / Web-services / JSON interfaces or via e-mail, custom connections may be developed case by case. Also any data from Orbita ITSM may be provided for third party applications via the same interfaces.

Examples of third-party applications, that is usually connecting ti an ITSM systems:
- Inventory management systems.
- DCIM systems.
- Monitoring systems.

We provide all services for integrations of Orbita ITSM with any systems.

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Please let us know about your demand and we will contact you to grant the best solution:

Examples cases within the projects

Classic case: "Restoring order"

Purpose: To understand how everything works and organize the work correctly.

Enterprise: Multi-profile company (construction, trade)

Solution: Drawing up models and maps describing activities, organizational structures, information and data, communications. Mapping business processes and cross-mapping in various dimensions. Identification of GAP comparing results with a goals seted. Redirection of communications and information flows, creation of templates, instructions, process regulations, refinement of information systems, user training.

Classic case: Business process automation

Purpose: To automate the enterprise IT system documentation management process.

Enterprise: Distance learning provider.

Solution: Current organization activities and tools analysis. Development of the baseline and target architecture, design, development and implementation of the IT solution, stabilization of the solution in the operating environment, user and operational staff training.

Migration of ITSM and ITAM processes

Purpose: Migrate servicedesk solution with ITSM and ITAM with processes reengineering

Enterprise: electro energy service provider.

Solution: Current organization business-processes and Service desk solution analysis, target state development, presenting and approving. Target ITSM business processes development, translating it to data, application and information system requirements, deployment, adjustment and integrating of ITSM/ITAM tools, migrating the data, implementing solution, user and operational staff training.

Implementation of a change and configuration management system

Purpose: Implement a data center configuration change management system.

Enterprise: Telecom service provider

Solution: Current ITSM, ITAM and DC configuration change activities and tools, organizational structures, role and sourcing models analysis, target state development, presenting and approving. Target business processes development, translating it to data, application and information system requirements, deployment, adjustment and integrating of ITSM/ITAM tools, migrating the data, implementing solution, user and operational staff training.

Frequently Asked Questions

What is transformation (digital transformation)?

Transformation, in a broad sense, refers to a change in the architecture of an enterprise when new opportunities or a different context dictates the need to bring all architectures into a state that allows them to realize opportunities or, in a general sense, meet the requirements of any changed context.
Transformation is often understood as digitalization of products and/or services, which is generally true, but it is a special case of transformation, since the work is aimed at changing only part of the architectural landscape, whereas any change has not only detail, but also context.
We consider transformation as a complex task that requires at least a general evaluation in all architectural domains, starting from the business model ending with technologies. This approach makes it possible to reduce the financial and qualitative risks of the change, in the same time, make it possible to achive the goals.

What is a service?

The service consists of three main parts:
- Technical facilities that automate a particular activity.
- Agreed quality parameters for the provision of technical facilities interfaces to the user.
- Support and modification of the functionality of technical facilities according to agreed quality parameters of their provision.
In general, the company owns the technical facilities, administers and finances the activities and division servicing them, and bears all the risks associated with this.
Switching to the service model, the enterprise completely get rid of all costs and risks associated with the ownership of infrastructure and resources and shift them to the service provider company, reserving the functions of planning and quality control of delivered services.

What is Outsourcing?

Outsourcing is a way of managing the capability, when these human and/or technical resources are sourced by the contractor (outsourcer).
At the same time, the customer company must be able to govern such resources without interfering in the activities of the outsourcer, which can be implemented using various tools, from KPI and SLA to the customer company's control of the supplier company's business processes.
The outsourcer can provide services, technical resources or competencies in various forms, as results of activities (outsourcing) or as a human resource (outstaffing).

What is KGI/KPI?

KGI - key goal indicators
Target indicators. Determine whether the process/service/activity achieves its goal.

KPI - key performance indicators
Performance indicators. Determine how successfully the process/service/activity achieves its goal.

What is ITIL, COBIT, ITSM, ISO, CMMI, TOGAF, PMI, MBA?

ITIL
IT Infrastructure Library is an information technology infrastructure library. Methodology and collection of best practices for IT infrastructure management. The ITIL methodology also allows to successfully manage IT services, describing in detail the relevant management processes. In the latest version, the authors of the methodology move on to the concepts of value, describing the value of IT for the organization. However, a structural approach to value management has not been demonstrated, therefore, it is recommended to organize value management with more appropriate tools, for example, using the TOGAF standard (see below).

COBIT
Control OBjectives for IT. Methodology for setting goals for IT as such and IT processes, as well as a stating a sets of relevant practices to achieve them. The methodology helps to develop goals for IT as such and IT processes. It also contains lists of practices for process management and IT. Usually COBIT is used as a reference for goals, and processes are developed using more appropriate tools, for example, the ITIL methodology (see above) or the ISO 20000 standard (see below).

ITSM
IT Service Management. The concept describes the area of specialization in service management. A service is a set of software, hardware and infrastructure together with agreed quality indicators of their work and maintenance carried out in accordance with these indicators.
The international standard in the field of IT services management is ISO 20000. We have our own proven professional competence according to this standard.

ISO
International Standardization Organization. A collection of industrial standards for various industries and activities, for example, the ISO 20000 IT services management standard or the ISO 22000 food safety management system, as well as broad standards, for example, the ISO 9000 series of general management standards.
The international standard in the field of IT services management is ISO 20000. We have our own proven professional competence according to this standard.

TOGAF
The Open Group Architecture Framework. Methodology and set of tools for enterprise architecture management. Architecture management is carried out in a coherent end-to-end way with the establishment of strict compliance with the goals of the enterprise in four domains - activity architecture, data architecture, application architecture, technological architecture. The methodology covers absolutely all issues of technical management of the company's activities, its products, services and their quality. The only industrial tool for managing digital transformation.
We have our own proven expertise according to this standard.

PMI
Project management Institute is a worldwide non-profit professional project management organization. Project management helps to organize only one part of the life cycle of a service or product, namely, product development and implementation, further stages of the life cycle should be organized using one or another architectural and/or process methodology.

MBA
Master of business administration. Qualifications obtained by students in the relevant training courses. Depending on the specialization of the course, it provides theoretical knowledge about the rules of managing an organization in a particular market (strategic level), and / or any set (segment) of capabilities, for example, advertising, marketing, sales.
It does not give a detailed idea of the methodologies for describing architecture and activities (processes), because at the level of strategy or segment, there is no detailed representation of abilities, and even more so, processes, as well as a holistic view of the architecture of the enterprise.

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ITSM systems development and maintenanceIT-infrastructure management and control

ITSM systems development and maintenance
IT-infrastructure management and control