Kailea InSite is a software product for help desk, service desk and IT service management needs in support of the ITIL v3 best practices. With InSite you can manage SLA's, gain visibility into where all of the IT resources and assets are being used, manage IT change processes, manage costs for accurate chargeback or billing and discover any underutilized IT assets. The InSite modules include:
Incident: InSite supports the ITIL Incident Management process through the Incident tab. Within the context of role-based security,the Incident tab enables authorized Service Desk personnel, IT staff and/or end users to open, update and close Incidents. Incidents can be populated with a variety of information including description, account, contact, location,status, priority, SLA violation, time opened and closed as well as resolution.Incidents can be associated with Problems and Configuration Items (CIs). When a Problem with one or more associated Incidents is closed, InSite facilitates the closure of the associated Incident(s). Incidents can include comments, teamlinks, open activities (tasks), activity history, notes & attachments, time cards and emails. An Incident history provides a detailed audit log of changes to the Incident record. Incidents may be opened through the Incident tab, a self-service portal and/or inbound email. InSite enables the creation of customized work flows for escalation, notification and assignment of Incidents.
Problem: InSite supports the ITIL Problem Management process through the Problem tab. Within the context of role-based security, the Problem tab enables the Problem Management team to open, update and close Problems as well as convert Problems into known errors. Problems can be populated with a variety of information including description, account,contact, status, priority, SLA violation, time opened and closed as well as resolution. Problems can be associated with Incidents, Configuration Items(CIs), and Changes (RFC's). When a Problem with one or more associated Incidents is closed, InSite facilitates the closure of all associated Incident(s). Problems can include comments, team links, open activities(tasks), activity history, notes & attachments, time cards and emails. A Problem history provides a detailed audit log of changes to the Problem record. InSite enables the creation of customized workflows for escalation, notification and assignment of Problems.
Change: InSite supports the ITIL Change Management process through the Change tab. Within the context of role-based security, the Change tab enables authorized IT team members and end-users to submit and update Requests for Change (RFCs). RFCs can be populated with a variety of information including description, account, contact, status, impact, priority,category, planned start and end times, actual start and end times, tasks, task queues, and change and rollback procedures. RFCs can be associated with Configuration Items (CIs). Changes can also include comments, team links, open activities, activity history, notes & attachments, time cards and emails. InSite leverages Salesforce’s powerful approval engine to enable the creation of customized approval processes. Change records submitted for approval contain a review and approval history.
Knowledge: InSite supports the ITIL Knowledge Management process through a variety of tabs and objects. In the broadest conception of ITIL Knowledge Management, InSite is the Service Knowledge Management System (SKMS). InSite contains the Configuration Management Database(CMDB) under the Inventory and Software tabs. Other components of InSite makeup the Configuration Management System (CMS) which manages and stores information about Incidents, Problems, Changes, releases, service requests,vendors, departments, sites and data centers. InSite uses the underlying Salesforce objects of accounts and contacts to store information about customers, employees, and users. A number of InSite tabs have the ability to store notes and attachments. In addition a Documents tab provides a repository for documentation regarding policies and procedures. InSite enables the creation of Self Service Portals where customers, partners, employees and users can access an organization’s knowledge base containing items such as FAQs, how-to topics, announcements, news, policies and procedures. InSite uses Salesforce’s customizable dashboards to create and display summary information(e.g. open Incidents by priority) with drill down capabilities to the underlying report data.
Service Asset & Configuration: InSite supports the ITIL Service Asset &Configuration Management process through the Inventory and Software tabs, which together constitute the Configuration Management Database (CMDB). Within the context of role-based security,the Inventory tab enables authorized members of the Service Asset &Configuration Management team to create and update Configuration Items (CIs)throughout the CI’s life cycle. CI records can be populated with a variety of information including name, account, contact, location, status, type, model,serial and asset numbers, vendor, support contracts, OS, data center, rack and position and financial value. CI records can be associated with Incidents,Problems, Changes and other CIs. The Inventory tab also provides an ad hoc relationship feature that allows associations with other elements such as SLAs. CI records can include comments,team links, open activities (tasks), activity history, notes & attachments,time cards and emails. InSite enables the creation of customized work flows for notifications regarding CI creation or modification. Within the context of role-based security, the Software tab enables authorized members of the Service Asset & Configuration Management team to create and update Software CIs throughout their life cycle. Software records can be populated with a variety of information including name, description, vendor, version, status, license type,owner and financial value. Software CI records can be associated with Bugs,Blackouts, SLAs, Incidents, Problems, Changes, Services and other Software CIs. Software CI records can include open activities (tasks), activity history and notes & attachments. InSite enables the creation of customized work flows for notifications regarding Software CI creation or modification.
Release Management: InSite supports the ITIL Release and Deployment Management process through the Change Management tab. Within the context of role-based security, the Change tab enables authorized IT team members and end-users to submit and update Change Management Requests (CMRs). CMRs can be populated with a variety of information including description, account,contact, status, impact, priority, planned start and end times, actual start and end times, tasks, task queues, and change and rollback procedures. CMRs can be associated with Configuration Items (CIs). CMRs can also include comments,team links, open activities, activity history, notes & attachments, time cards and emails. InSite leverages Salesforce’s powerful approval engine to enable the creation of customized approval processes. The flexibility of the approval work flows allows the Release and Deployment team to create multi-tiered approvals as a release moves from testing to staging and then to production. Approval must be granted at each stage before the request can move to the next stage of deployment.Approval work flows can include email notifications for different steps to different individuals and groups as well as time based escalations. CMR records submitted for approval contain a review and approval history.
Service Portfolio: InSite supports the ITIL Service Portfolio Management process through the Service Portfolio tab. Within the context of role-based security, the Service Portfolio tab enables authorized members of the Service Portfolio Management team to create and update services throughout the service’s life cycle. Service records can be populated with a variety of information including name, status, duration, costs and charges.Service records can be associated with SLAs, blackout periods and fulfillment requests. The Service Portfolio tab also provides an ad hoc relationship feature that allows associations with other elements such as CIs. Service records can include comments, team links, open activities (tasks), activity history and notes & attachments. InSite leverages Salesforce’s powerful approval engine to enable the creation of customized approval processes.Service records submitted for approval contain an approval history.
Service Catalog: InSite provides support for the ITIL Service Catalog as part of the Service Portfolio tab described above. InSite offers a view of operational or ready for deployment services that constitute the Service Catalog. The elements of the service record within the Service Catalog are the same as those described under Service Portfolio. InSite enables the creation of Self Service Portals where end-users can access an organization’s Service Catalog and submit service requests (see Request Fulfillment below).
Request Fulfillment: InSite supports the ITIL Request Fulfillment process through the Fulfillment tab. Within the context ofrole-based security, the Fulfillment tab enables authorized Service Desk personnel, IT staff and/or end users to open, update and close requests for standard services. Fulfillment records can be populated with a variety of information including service, status, account, contact, SLA, due date,complete date, charge, notes & attachments and time cards. InSite leverages Salesforce’s powerful approval engine to enable the creation of customized approval processes. Fulfillment records submitted for approval contain an approval history. Fulfillment requests may be opened through the Fulfillment tab, a self-service portal and/or inbound email.
Service Level: InSite supports the ITIL Service Level Management process through the SLA tab. Within the context of role-based security, the SLA tab enables authorized Service Level Management personnel to open and update SLA records. SLAs can be populated with a variety of information including description, level, status and duration. SLAs can be associated with support contracts, departments, services, fulfillment requests and other SLAs. SLA records can include open activities (tasks), activity history and notes & attachments.
Financial: InSite supports the ITIL Financial Management process throughout the InSite product. Services records, configuration items, fulfillment request all contain cost and/or chargeback information. Incident, problem, change and fulfillment records all contain time cards that can be used to calculate the financial impact of these activities. Analysts and Managers can easily retrieve and summarize the financial data using the InSite Reports Tab. InSite delivers several standard financial reports for use in budgets, charge backs, pricing for new or one-off services,or any other requirement.