ITop is a great solution when we want to manage our services and infrastructure. It is an ITIL-oriented tool that enables us to work with reduced costs and greater customer satisfaction.
IT Operational Portal is an open-source web application that provides a unified and customizable web solution for IT service centres. This portal is a collaborative tool that offers the ability to respond better and faster. It adapts to the needs of digital companies, such as infrastructure or application service providers, software and telecommunications. It also manages multiple clients, contracts and Service Level Agreements (SLA).
ITop is the hub for building unique solutions for multiple clients while protecting the confidentiality essential for each organization.
Experienced IT service professionals designed this application with the thought of managing the complexity of shared infrastructures. They considered the IT Infrastructure Library (ITIL), a set of good practices that aims to improve the management and supply of IT services. However, iTop is flexible enough to adapt to the digital processes and needs of each company.
ITop makes the complexity of shared infrastructures easy. In addition, it can analyze the impact of an incident or a change on the various services and contracts that must be fulfilled.
It includes a Configuration Management Database (CMDB). In addition, it has modules such as change management and incident management functions, among other functionalities.
The CMDB data model is at the core of iTop. It is a repository that can be changed and expanded to record all the technical, functional and organizational components, as well as all the relationships within its information system.
CMDB was the first part to be created of the iTop. After that, the ticket control system and all the derived processes were developed.
At iTop, it is believed that the CMDB should be an operational tool, and the only way for it to be accurate and up-to-date is for IT teams to use it daily. Also, the more it integrates with other IT tools (monitoring systems, automated inventory, reporting tools, etc.), the better.
Many qualities characterize iTop. The most important are:
Itop can be used by:
These are some things we can do with the platform.
The major benefits of this tool are:
It offers a CMDB to administer the TIC environment. Technical, organizational and human components. This information of the CMDB is the core of iTop and it is used to make the other modules functional.
It manages the services and subcategories that external and internal clients can offer. It also manages the clients and suppliers contracts.
It offers a system of petitions called Tickets that are classified and assigned to a service, agent o group of agents and a solution. The tickets life cycle can adapt to each organization.
This portal works to show information. Each member of the team can configure the board with relevant information.
It provides the users with the possibility of seeing requests and status of made petitions, interacting with the support service and loading attachments to tickets.
It allows you to track all changes and automatically define their impact. Three types of change are supported: emergency, routine, and normal.
Problems are collected in problem tickets and are dealt with throughout a workflow.
It processes the requests that come in through the service desk, which can be assigned to specific members or groups.