What is the difference between ITSM software and a work order system?

01. What is the ticket system?

The work order system, also known as the work order management system, is used to record, process and track the completion of a work.The work order system is divided into two categories: one is the system for conveying the work tasks of the internal departments of the enterprise. For example, in the company, there are usually work orders for the office computer failure report, which is the process of accepting and solving the work order by the office staff and the staff of the information department.; The second is a system specially used for service sales or installation and maintenance. This is a software that sends work orders to customer service for answers or asks field personnel to come and maintain them.

The core module of the work order system is the workflow engine, which generally includes modules such as work order management, personnel and role management, and work order data reports. It mainly supports the flow of work orders between different roles and finally solves the problem.Questions and Tracking Process.

02. What is ITSM software?

ITSM (IT Service Management) software is a set of high-quality solution products that help enterprises to effectively manage IT system planning, development, implementation and operation.

ITSM can be understood as a field or industry from a macro perspective, a methodology of IT management from a medium perspective, and a set of collaborative processes from a micro perspective.At the micro level, ITSM, as a brand-new IT management concept and methodology, can help IT departments to provide high-quality IT services at a reasonable cost through a set of collaborative processes.

The role of ITSM products in IT operation and maintenance management is to provide a set of good process mechanisms, which can well coordinate people and people, people and tools in the operation and maintenance department to control change risks and respond quickly.Incidents, eliminate system hidden dangers, and continuously optimize and improve, so as to support the goal of business continuity.

ITSM and the work order system are similar in that they both have work order flow processing capabilities, such as work order nodes, branches, handlers, notifications and other basic process general capabilities.The main difference is that ITSM has the characteristics of ITIL. On the basis of general workflow, it is deeply integrated into ITIL practice, and there will be obvious functional characteristics related to topics such as request management, event management, and change management.For example, SLA for request management, grading of event management/knowledge base linkage/assistant root cause analysis, etc., risk assessment/impact analysis of change management/standard change automation, event-to-issue, etc.

So, ITSM's workflow engine will be more powerful. Generally, the process engine will be implemented based on the BPMN (Business Process Model and Notation) specification, which supports multiple node types and can be extended; it supports serial, parallel, and sub-processes.and other arrangements.In addition to the process engine, ITSM software generally has core modules such as form engine, rule engine, and SLA engine.

Jiawei Blue Whale ITSM solution is an excellent ITSM software, based on Tencent Blue Whale PaaS system, to achieve unified operation and maintenance process control, through a powerful operation and maintenance process engine, to achieve low threshold, graphical and flexible processConfiguration, to meet the construction needs of enterprises for the operation and maintenance management process.At the same time, it is naturally integrated with monitoring, alarming, configuration, user and operation and maintenance automation tools, which can easily realize the linkage of processes and tools, improve the agility of process management, and help realize the whole-process management and control of organizational operation and maintenance.

Jiawei Blue Whale ITSM builds an enterprise IT service management system based on a platform-based architecture, agile operation and maintenance process engine, and the guidance of ITIL4 methodology, and realizes the deep integration of ITSM (work order flow) and ITOM (execution flow).Systematic improvement of enterprise IT service management.In addition to covering the basic capabilities of ITSM, it also has five major advantages: openness and scalability, flexibility and low threshold, platform-based tool construction, bottom-cost construction process, and effective measurement of operation and maintenance processes.