IT2M - IT and Service Management Platform

IT2M is a comprehensive service management product that implements ITIL processes to enhance the management of IT and shared services. This platform features a Service Desk for request handling, incident management, problem management, change management, release management, configuration management, service level management, and knowledge management. Introduced in version 3.0.0.0, the platform also includes contract management capabilities, allowing better tracking of contracts based on monthly hours. IT2M facilitates performance measurement through metrics and KPIs for effective decision-making and continuous improvement. Users can access technical and operational knowledge bases both locally and online. The solution emphasizes Enterprise Service Management (ESM), highlighting that every department within a company serves as a service provider to others. This implementation transforms departmental roles and enhances productivity. The tool, based on ITIL methodologies, allows departments to list services, manage requests, and track fulfillment timelines, improving efficiency significantly. IT2M includes a self-service portal where employees can report issues or request services, and a business intelligence module that provides managers visibility into service demand and operational bottlenecks. The platform also enables workflow automation and integration with existing tools, helping departments redefine their operations and enhance user experience. This multifaceted approach ensures that both internal and external customer services are managed effectively, with defined contracts and service level agreements (SLAs).