1C:ITIL. Information Technology Management

1C:Enterprise 8. ITIL Information Technology Management of KORP Enterprise

"1C:Enterprise 8. ITIL Information Technology Management of KORP Enterprise "is a system for integrated IT management based on the best world practice described in ITIL v.3, taking into account the requirements that are laid down in IEC/ISO 20,000. The system helps to manage existing IT assets with high efficiency, automates the solution of everyday operational issues, serves as a tool for the implementation of IT strategy.

The KORP version supports a resource-service model of services and resource-process charts of works, which allow you to receive data on the profitability of the services provided online. The system includes tools for inventory and accounting of equipment, software, infrastructure change management, IT resource management, event management, analysis of used capacities, availability, service continuity, management of the catalog and quality of services provided, management of relationships with service consumers.

Main functionality of the program

• Service Delivery Processes:
• Service Level Management;
• Reporting on services;
• Service continuity and availability management;
• Budgeting and accounting of IT services costs;
• Power control;
• Information security management.
• Relationship processes:
• Consumer Relationship Management;
• Contractor management.
• Solution Processes:
• Incident management;
• Problem management.
• Control processes:
• Configuration management;
• Change management.
• Release process:
• Release management.
• Creation of Service Quality Agreements (SLAs) and provision of reports on their implementation to the Customer for the period of interest;
• Analysis of "weak points," using incident statistics, using the Problem Management subsystem;

Data exchange with typical configurations "1C: Enterprises" is implemented through the standard exchange technology. To work with the configuration "ITIL Information Technology Management of KORP Enterprise" it is necessary to have the installed platform "1C:Enterprise 8.3" (not lower than version 8.3.6).

The software product is protected and contains code fragments that cannot be changed by the user, is protected against unauthorized use. At the same time, the principle of maximum code openness is implemented to ensure the possibility of adapting the product to the needs of end users.

2022

Sale of 1C:ITI L licenses for subsidiaries and branches

licenses Electronic for subsidiaries and branches to the software product ": Information 1CITIL Technology Management of KORP Enterprise" went on sale. This was announced on November 9, 2022 by the company. 1C-Rarus

Licenses for subsidiaries and branches are designed to use the main deliveries of programs in additional local networks (remote offices) of branches, organizations or individual legal entities of the holding, affiliated with the user organization of the main supply of the product.

These licenses will help users to ensure the licensed use of 1C programs at geographically remote sites is much cheaper than purchasing regular supplies.

1C:ITIL Information Technology Management of the KORP enterprise is a joint industry solution of 1C and 1C-Rarus. The software product is intended for comprehensive management of IT processes of holdings and companies with their own IT departments, as well as companies providing IT outsourcing services.

The solution allows you to effectively manage the IT department, technical support, work with customer requests and employee requests, keep records of IT equipment and software, form a service catalog, distribute costs by types of services, analyze events, and identify reserves to improve the quality of the company's IT services.

The software product is registered in the register of Russian software. The product issued in the form of the "License for Subsidiaries and Branches" delivery is not independent and can be purchased only if the organization has previously purchased the main supply and has executed a 1S:ITS support agreement with an additional tariff plan "1S:KP Industry."

Obtaining the certificate "Compatible Program System" 1C: Enterprise ""

1C:Enterprise 8. ITIL Enterprise Information Technology Management KORP received the certificate "Compatible! 1C: Enterprise program system. The company 1C-Rarus announced this on July 13, 2022.

Product "1C:Enterprise 8. ITIL Information Technology Management of KORP Enterprise, "rev. 1.2 is intended for integrated management of IT processes of holdings and companies that have their own IT departments, as well as companies providing IT outsourcing services, taking into account the requirements of GOST R ISO/IEC 20000-1-2013 and ISO 20000 standards. The system operation requires the installed platform "1C:Enterprise 8.3 of" version not lower than 8.3.18. The solution has built-in exchange mechanisms with the 1C:ERP Enterprise Management, 1C:ERP. Holding Management and 1C: Enterprise Accounting.

Program functionality for July 2022:

• Management of the catalog and level of services: optimization of work with users on the basis of the previously recorded in the agreements on the level of services SLA of the composition of services, their characteristics and terms of provision.
• Configuration and Asset Management - Maintain a configuration management and accounting database for tangible and intangible IT resources in your organization. of the year.
• Execution of requests: ordering and receiving standard services, components of the requested standard services; provision of information on availability of services and procedures for their receipt.
• Incident Management: Manage incident records at all stages of their lifecycle, create change requests based on incidents, create the necessary Change Management: Control change management in the IT infrastructure, maintain sustainable IT systems and the required quality of services provided.
• Problem management: maintain a database of data known errors, prevent incidents and minimize the impact of incidents that cannot be prevented, identify and eliminate weaknesses in the IT infrastructure.
• Management of releases: automated control over the process of making approved changes and the progress of projects for the implementation of new hardware and software complexes and services.
• Event management: automation of the event collection and monitoring process, event processing using event triggers, definition of menaundhlncn action depending on the current situation and set conditions.
• Supplier management: management of the process of purchasing products and services from suppliers, quality control of supplies, maintenance of a directory of counterparty contracts, analysis of work with suppliers.
• Service Continuity and Availability Management: Maintain a Service Risk Register
• Security and access management: accounting of rights granted to consumers in terms of services and terms of their provision, analysis of assigned rights, access matrix.
• Consumer relationship management: monitoring user satisfaction, automated processing of questionnaires received from service consumers.
• Capacity Management: Capacity Input Planning, Equipment Replacement Reminder, IT Infrastructure Component Utilization Analysis
• Financial management: accounting for the labor intensity of processing requests, rationing work using resource flow charts, reporting on planned and actual labor intensity, service and financial model of services for budgeting service costs and analysis of total cost of ownership, taking into account the distribution of the cost of general resources and auxiliary services.
• Knowledge management: structuring the experience and knowledge of employees, using previously found solutions repeatedly using the knowledge base (database elements can be used in incident, request, problem cards), intelligent classification of cases and selection of answers from the knowledge base using Machine learning (ML).
• Service Desk organization: creating a single point of contact for all users when requesting service, providing tools to assess the quality of IT service specialists, and managing technical support.

2019: "1C:ITIL Information Technology Management KORP," Rev. 1.2

Product 1C":ITIL KORP Information Technology Management," rev. 1.2 is intended for integrated management of IT processes of holdings and companies that have their own IT departments, as well as companies providing IT outsourcing services, taking into account the requirements of GOST R ISO/IEC 20000-1-2013 and ISO 20000 standards. The functionality of the solution is implemented taking into account the basic principles of ITIL, describing world best practices in the field of information technology management.

The solution allows you to efficiently and cost-effectively manage the IT department, technical support, organize work with customer requests and employee requests, keep records of IT equipment and software, create a service catalog, distribute costs by types of services provided, analyze events that occur during the operation of IT equipment, identify reserves to improve the quality of IT services of the company.

The main industry functionality of the program:

• Management of the catalog and level of services: optimization of work with users on the basis SLA of the composition of services pre-fixed in agreements on the level of services, their characteristics and terms of provision;
• Configuration and asset management: maintaining a configuration management database and accounting for tangible and intangible IT resources in the organization;
• Execution of requests: ordering and receiving standard services, components of the requested standard services; providing information on the availability of services and procedures for obtaining them;
• Incident management: management of incident records at all stages of their life cycle, creation of requests for changes based on incidents, formation of necessary reporting, analysis and storage of incident history, quality control of incident handling;
• Change management: control of change management in the IT infrastructure, maintaining the sustainable functioning of IT systems and the required quality of services provided;
• Problem management: maintaining a database of known errors, preventing incidents and minimizing the impact of incidents that cannot be prevented, identifying and eliminating weaknesses in the IT infrastructure;
• Release management: automated control of the process of making approved changes and the progress of projects for the introduction of new hardware and software complexes and services;
• Event management: automating the process of collecting and monitoring events, processing events using event triggers, determining the necessary action depending on the current situation and the specified conditions;
• Supplier management: management of the process of purchasing products and services from suppliers, quality control of supplies, maintenance of a directory of counterparty contracts, analysis of work with suppliers;
• Service Continuity and Availability Management: Maintaining a Service Risk Register;
• Security and access management: accounting of rights granted to consumers in terms of services and terms of their provision, analysis of assigned rights, access matrix;
• Management of consumer relations: monitoring of user satisfaction, automated processing of questionnaires received from service consumers;
• Capacity management: planning capacity commissioning, reminding to replace equipment, analyzing the use of IT infrastructure components;
• Financial management: accounting for the labor intensity of processing requests, rationing work using resource flow charts, reporting on planned and actual labor intensity, service and financial model of services for budgeting service costs and analysis of total cost of ownership, taking into account the distribution of the cost of general resources and auxiliary services;
• Knowledge management: structuring the experience and knowledge of employees, using previously found solutions repeatedly using the knowledge base (database elements can be used in incident, request, problem cards), intelligent classification of cases and selection of answers from the knowledge base using Machine learning (ML);
• Service Desk organization: creating a single point of contact for all users during service requests, providing tools for assessing the quality of work of IT service specialists, and managing technical support.

The configuration "ITIL Information Technology Management KORP" is not independent, for its operation it is necessary to have the installed platform "1C:Enterprise 8.3 of" version not lower than 8.3.12.

The software product is protected and contains code fragments that cannot be changed by the user, is protected against unauthorized use. At the same time, the principle of maximum code openness is implemented to ensure the possibility of adapting the product to the needs of end users.

1C:ITIL Information Technology Management KORP has built-in exchange mechanisms with 1C:ERP Enterprise Management.

Configuration "ITIL Information technology management KORP" is developed using the functionality "1C:Subsystems Library 8.3."

2018

The program 1C":ITIL Information Technology Management of KORP Enterprise" again received the certificate "Compatible! Program System. " 1C: Enterprise Taking into account the requirements of the IEC/ISO 20,000 standard and being a high-quality tool for the implementation of the IT strategy, the system allows you to correctly manage the existing IT assets.

The updated version of "1C:ITIL KORP" has acquired a new modern interface "Taxi" and supports the "Expansion of configurations" mode of " platform. The speed of the solution has been optimized, role mechanisms have been improved for using the solution to automate not only IT, but also related services: AXO, electrical service, building maintenance service, security service, etc.

The 1C:ITIL KORP solution is distinguished by an affordable price, low TCO, flexibility to customize for the peculiarities of the organization, omnichannel and the ability to integrate with the IT systems already used in the company.

The process model implemented in 1C:ITIL KORP includes:

• Service Delivery Processes:
• Service Level Management.
• Service reporting.
• Service continuity and availability management.
• Budgeting and accounting of IT services costs.
• Power control.
• Information security management.
• Relationship processes:
• Consumer Relationship Management.
• Contractor management.
• Solution Processes:
• Incident management
• Problem management.
• Control processes:
• Configuration management.
• Change management.
• Release process:
• Release management.

1C:ITIL Information Technology Management of the PROF Enterprise

2019: Revisions 1.2, Transition to Software Protection and Range Expansion

On March 14, 2019, 1C announced the release of version 1.2 of the product 1C:ITIL Management of Information Technologies of the PROF Enterprise "- a joint solution of 1C and the 1C-Rarus Development Center developed on the 1C: Enterprise platform version 8.3, translation into software protection and expansion of the assortment.

1C:ITIL Information Technology Management of the PROF Enterprise is designed to automate the activities of departments or companies engaged in the provision of services in the field of information technology, and allows you to organize comprehensive management of the company's IT processes. The functionality of the solution is implemented taking into account the basic principles of the ITIL v.3 library, which describes world best practices in the field of information technology management.

The product allows you to efficiently and cost-effectively manage the IT department, technical support service, call center, organize work with customer requests and employee requests, keep records of IT equipment and software, form a catalog of services and determine their cost, analyze events during equipment operation, and identify bottlenecks in the company's IT infrastructure.

As part of the release of the next edition, the software product "1C:ITIL Management of Information Technologies of the PROF Enterprise" was transferred to the modern version of the 1C: Enterprise technology platform version 8.3, which provides scalability, openness, ease of administration and configuration.

The functionality of the software product is supplemented with the following features:

• Development of the functionality of the mail client: working through a secure SSL connection, support for the IMAP protocol);
• Standard personal accounts have been added for the main roles in ITIL processes;
• Route Creation Wizard: allows you to create process models for the needs and tasks of the enterprise, while stopping the system to make changes;
• Support for the configuration extension mechanism has been implemented.

The development of revision 1.2 took into account the experience gained during the implementation and operation of the "1C:ITIL Management of Information Technologies of the PROF Enterprise" at more than 460 enterprises of various industries and forms of ownership.

The use of version 1.2 of the configuration "ITIL Information Technology Management of the PROF Enterprise" is possible only with the 1C: Enterprise platform version at least 8.3.9.

The solution was developed using the Taxi interface. The software product "1C:ITIL Management of Information Technologies of the PROF Enterprise" has passed the certification "1C: Compatible."

2014

1C-Rarus"" announced in December 2014 the release of the KORP version of the solution 1C":ITIL Management of information technology of the enterprise." The program includes 13 subsystems that allow you to implement your own IT management strategy that meets the requirements laid down in IEC/ISO 20000:2005. The system was created with state support within the framework of the import substitution program.

1C-Rarus has released a version of the KORP solution "1C:ITIL Management of Information Technologies of the Enterprise." The program was developed jointly with 1C and incorporated the experience of automation of more than 500 organizations, including the Committee on Economic Policy and Strategic Planning of St. Petersburg, Insurance Company Raiffeisen Life, Uralmash Oil and Gas Equipment Holding, Sibur-Business Service Center. "1C:ITIL Management of Information Technologies of the KORP Enterprise" was released with state support as part of the import substitution program.

Unlike the STANDARD and PROOF versions, the 1C:ITIL CORP functionality includes a resource and financial model and allows you to manage capacities, service continuity, suppliers, security, and consumer relationships. The resource-financial model implemented in the system reflects logical connections between components and helps to place equipment depending on its importance and influence on the service provided.

The main advantage of the KORP version is the implementation of 13 processes necessary for effective IT management in accordance with IEC/ISO 20000:2005. The 13 subsystems included in the program will help you implement your own IT management strategy. This tool allows you to constantly improve the quality of the services provided, receive data on the profitability of the service provided online.

2011

The software product "1C:ITIL Management of Information Technologies of the PROF Enterprise" received in September 2011 the certificate "Compatible! 1C: Enterprise program system. With the advent of a new product on the market, companies will have the opportunity to use the IT integrated management system, which includes expanded management functionality.

The new software development of the company 1C-Rarus"" received the certificate "Compatible! 1C: Enterprise program system. The certification firm "" 1C approved the joint release of the product "1C:ITIL Information Technology Management of the PROF Enterprise."

The software product was developed in the environment of the modern technology platform "1C: Enterprise 8.2" based on the ITIL v3 library (IT Infrastructure Library - library of excellence in the field of IT management).

1C:ITIL Information Technology Management of the PROF Enterprise is an integrated IT management system based on world best practice. The program serves as a tool for implementing an IT strategy and is intended for IT departments of organizations and service companies.

The product helps to manage existing IT assets with maximum efficiency, keep records of equipment and software, manage the work of the technical support service, and automate the solution of everyday operational issues. The development allows you to implement flexible configuration of the business process of case processing, provides for the possibility of synchronization with Active Directory and integration with IP PBX Asterisk.

The main advantages of the PROF version compared to the standard version of the product are: The list of supported ITIL v.3 processes has been expanded:

• Request Fulfillment;
• Change Management;
• Problem Management;
• Release Management;
• Event management;
• The ability to synchronize reference books with external systems.

1C ITIL Enterprise IT Management PROF 8 is capable of:

• Automation of all processes for managing changes, errors, releases, settings was implemented. As well as a process for executing requests, events, and for managing other service levels;
• Time zone support;
• The service structures now have a graphical representation;
• There is a flexible mechanism for processing all processing of business process requests;
• Implemented style in messages;
• There is a calendar (SLA);
• The configuration wizard and the sharing guide are also implemented;
• It became possible to integrate with the IP PBX; Asterisk
• Save your data when you change versions;
• Now it is possible to automatically calculate the availability of the services you need, as well as calculate the downtime.

1C:ITIL Enterprise Information Technology Management STANDARD

1C":ITIL Enterprise Information Technology Management STANDARD" is a universal system for Service Desk (technical support services). Designed for IT departments of organizations and service companies. The system is based on the ITIL v3 library (IT Infrastructure Library).

The solution helps to efficiently, with minimal costs, manage the work of the technical support service, organize the management of customer requests, create a catalog of services and service level agreements, and keep records of equipment and software.

The main functionality is:

Service Desk Management

• Registration of the user's case.
• Set up a business process for handling a user's case.
• Additional properties of the user case. A Service Desk employee may need the details of a case that is not provided by the system. In this case, it can create its own properties.
• Taking into account the labor costs of the executors for handling the case.
• User notifications.
• Maintain a knowledge base on issues.
• Filter the task list by different criteria.

Service Level Management

• Services are combined in a convenient form in the service catalog.
• Service Level Agreement.
• Reports. Control of fulfillment of obligations recorded in the service level agreement.

Asset Management

• Classifier of asset models.
• Quantitative accounting in terms of workplaces, financially responsible persons and organizations.
• Total accounting of assets in terms of cost items, analysis of total cost of ownership of assets.
• Individual accounting of assets in the context of serial numbers.
• Maintenance and repair accounting.
• The user can independently create the properties of the asset, asset model or workplace he needs and specify their values.

2024: Withdrawal of support

The support period for 1C:ITIL Standard users expired on June 30, 2024, then the decision will not be updated and accompanied. Desnol Soft announced this on July 26, 2024. Read more here.

2012

The firm "1C" appropriated in the summer of 2012 the certificate "Compatibly! System of programs 1C: Enterprise"" one of the company's developments. 1C-Rarus"" This is a software product 1CITIL":. Enterprise Information Technology Management. Standard "that allows you to organize the Service Desk service in IT departments and service companies. It is based on ITIL v3 (IT Infrastructure Library).

The solution helps:

• Manage the technical support service efficiently and cost-effectively;
• Organize the management of customer requests;
• Create a catalog of services and service level agreements;
• Keep records of hardware and software.