ITIL 4-aligned work
Dreamtsoft coordinates incident, problem and change work with adaptable ITIL 4-aligned processes, service agreements, surveys and a self-service portal.
Request a trial- Process alignment
- ITIL 4
- Incident focus
- Organization and lower MTTR
- Problem focus
- Repetitive issues and root cause
- Change controls
- Windows and approvals
Coordinate the service lifecycle
Incident, problem and change processes address different parts of service delivery. Dreamtsoft places them on an adaptable platform so teams can organize issues, investigate causes and control infrastructure changes.
- Manage incidents and apply continuous improvement to reduce MTTR.
- Identify repetitive issues and investigate root cause through problem work.
- Use change windows and approvals to reduce the impact of changes.
Support the people using the service
Service agreements help align priorities with business goals. Surveys track satisfaction, while a self-service portal gives users another way to get help and resolve appropriate issues.
Use the demo evidence sheet for service handoffs to record what happens when a request changes owner or an approval is delayed. Agree on the expected result before testing your configuration.
- Align support priorities through service agreements.
- Track user satisfaction with surveys.
- Reduce call volume through a self-service portal.