For a long time now, larger business have relied upon the 'Information Technology Infrastructure Library' for service. Now the 'Framework' ITIL is gaining in popularity with smaller and medium sized business. ITIL allows for the automation of service management processes, the efficient configuration of IT processes and, at the same time, the distinct improvement of service quality. This, in turn, leads to risk reduction, high system availability and accordingly a shorter system down time.

The CRM specialists GEDYS IntraWare are aware of the latest ambitions of medium sized business thanks to their ITIL applications and at this years CeBit presented, within the framework of their CRM platform, 'GEDYS 7', an ITIL compatible 'Helpdesk'. The 'Helpdesk' is an element of the "Service" module and offers in its initial specification a data base for the development of service queries as well as the administration of contracts, inventories and know-how. With that, IT services can be proximately adjusted to comply with business objectives whilst reducing costs at the same time. The 'Service' module (http://www.gedys-intraware.de/m02-gedys-7/service/) is designed so that pre-programmed ITIL processes and operational functions can be simply implemented into the 'Helpdesk'. The new solution from the CRM specialists additionally integrates an active incident and problem management element which aides the speedy identification and correction of IT problems. At the same time the regularity, continuance and effects of errors can be analysed. In this way, problem focus areas can be acknowledged and detered. "Our module offers a freely configurable service framework which can be accessed through it's diverse constellations and task functions, from incidents to complaints right through to improvement suggestions. The practical and pre-programmed process in this framework offers all the established ITIL expectations", commented Peter Reinecke, developer at GEDYS IntraWare GmbH. His company have prepared a further version of the 'Service' module which contains instruments with guidelines for external tehnicians as well as a 'Service Management' programme with calculation and reporting functions for statistical evaluation.