Absolute Service is an IT Service Management (ITSM) solution. It combines people, process, and information technology so that IT services can align with the needs of the business. Built on a foundation of data from all areas of the organization, IT can use certified best practices to apply precise control over the levels of service they deliver, predicting potential points of failure, and making real-time decisions for the most efficient and cost-effective outcome.
Absolute Service is built to provide a flexible and customizable environment that will easily fit your organization. Unlike traditional ITSM solutions, customers can easily transition between on-demand and on-premise deployments to support current and future scalability.
Customers can leverage native applications for iOS, Android, and other mobile devices to access the console remotely and they can use 140+ widgets to create a flexible and customized environment.
When combined with Absolute Manage, Absolute Manage MDM, and/or Absolute Computrace, Absolute Service customers can perform asset management and security functions directly from the Absolute Service console – for even faster problem resolution.
How It Works
Once deployed, Absolute Service will align with the business processes and infrastructure that are already in place. With built-in integrations to most asset management and other corporate databases, Absolute Service can easily connect with data from across the organization within the Configuration Management Database (CMDB).
With a data-driven view of the overall business, IT can assess the potential business impact of each service request. This is important since a simple hardware failure can have serious productivity and profitability implications to other parts of the business. With Absolute Service, IT has the necessary insight to respond appropriately.
The intelligence of Absolute Service relies on the underlying CMDB. The CMDB federates data from multiple data sources already in place within the organization, including:
- Most IT asset management systems including deep integration with Absolute Manage
- Directory servers such as Open LDAP, Active Directory, Open Directory, and others
- Single sign on and identity management services
Service Level Agreements
Using SLAs, customers can define and track availability and performance objectives that support the requirements of the business. To guarantee the quality of service delivered to the business, SLAs can be supported with operational level agreements (OLAs) and underpinning contracts (UCs).
With a data-driven view of the business, IT can preempt potential interruptions to productivity and profitability by focusing on those service requests that could be impactful to other areas of the business. Absolute Service provides IT with the intelligence they need to analyze the potential impact of each service request based on federated corporate data in the CMDB, SLAs, and relationship mapping.
The integrated search engine does not rely on traditional attribute-based searching. Instead, it is embedded across each major process so it can search for any request-related content, including:
- Knowledge articles and other notes
- Comments and attachments from end users via email, customer portal, and web services
- Supported formats include Word, RTF, PDF, PPT, PPTX, XLS, XLSX, Visio, Text, HTML, Log Files, and more
Depending on the industry, service management and resolution can extend to parts of the organization that are impacted by government and other regulatory bodies such as Sarbanes-Oxley (COBIT), Basel II, and Section 508 standards. To support your compliance efforts, Absolute Service provides:
- PinkVERIFY™ ITIL® 2011 Certification from Pink Elephant for 10 processes
- Comprehensive, one-click audit records of any service request
With certified processes and the ability to prove each step of the workflow through to resolution, regulatory penalties and system-wide audits can be avoided.
ITIL is a registered trademark of AXELOS Limited.