CRM2 has announced the immediately availability in South Africa of the latest release of infraEnterprise, the new Version 8, a 100 per cent web-based solution that sets a new standard in the IT Service Management industry with its advanced ITIL capabilities and ease of integration with third party technologies.

Independently verified to the highest level for ITIL compatibility across all processes (Incident, Problem, Change, Configuration, Release, Service Level and Availability Management), infraEnterprise Version 8 offers customers a complete IT Service Management solution based on a single web-based application.

With advanced ITIL capabilities and ease of integration with third party technologies, infraEnterprise Version 8 will suit organizations who want to bring their IT Service Management in-house to gain better control and visibility over their systems. infraEnterprise Version 8 enables these organizations to manage their own IT Service Management simply and cost effectively.

According to Infra Corporation Director Chris Wade, “Infra has always been a leader in the development of IT Service Management solutions. Early on, we anticipated the evolution of IT Service Management and made a strategic decision to develop our software with 100 per cent web-based architecture.”

“We believe that the integration capabilities of our latest offering, infraEnterprise Version 8, set a new standard for the IT Service Management industry and will allow our clients to take their ITIL processes further, faster.”

Some of the key infraEnterprise Version 8 features include:

Federated Configuration Management Database (CMDB) – infraEnterprise Version 8 features a Federated Configuration Management Database (CMDB) platform to simply and intelligently process links and synchronise the CMDB with any number of third party repositories. Powerful graphical displays enable Service Desks to create a visual end-to-end view of the services they provide. Plug-in connectors to the infraEnterprise Federated CMDB platform are available out-of-the-box for many popular applications, such as Microsoft’s SMS and HP’s Network Node Manager, among others. infraEnterprise’s unique open architecture provides the freedom to develop connectors for custom-built asset discovery and network management tools. Web services and API are also available.

Enhanced Workflow Design – Infra has also developed an enhanced Workflow designer featuring a comprehensive task palette that can be used to create sophisticated workflows for complex and/or repeatable business processes. The palette is specifically designed to support IT Service Management, providing full integration for all ITIL processes. For example, Change Management workflows can be tightly integrated with Availability Management to ensure that any downtime required to effect a Change is scheduled outside periods of contracted availability.

Advanced Knowledge Management Capabilities – Version 8 also addresses increasing customer demand for Knowledge Management as part of their IT Service Management solution by delivering powerful new features within its Knowledge Bank. These include full access to knowledge via the customer portal and support for Knowledge Management best practice through the application of the principles of Knowledge Centered Support (KCS).

End-to-end Service Management infraEnterprise – Version 8 features a new service display to enable the service team to assess the impact of current incidents, problems or changes on the IT infrastructure which can also be used to model ‘what-if’ scenarios. Availability Management has also been comprehensively covered in the new version, and seamlessly integrates with all the other ITIL processes managed by infraEnterprise. As a result, agents can support customers more effectively, assess the impact of changes anywhere on the network, reduce systems downtime and monitor and report against Service Level Agreements.

infraEnterprise is currently the ITSM tool of choice for a growing number of global organizations such as Adobe Systems, Galileo, Hatch, and Lexis Nexis Butterworths as well as National and local government departments worldwide.