smart ITSM

Reliable IT services, simply implemented

The cloud-based REALTECH IT Service Management solution dot4 is an intuitive and quick-to-implement software that serves all your ITSM needs. Through consistent automation we make high-quality Service Management possible – regardless of your team’s size.

ITIL

The all-purpose tool for your IT operations

With our lean solution dot4, we enable effective IT Service Management. Our ITIL-compliant modules are your tools for smooth IT processes.

Prozesse
Incident Management

REALTECH’s Incident Management is a highly flexible ticket system with integrated CMDB, knowledge base, and self-service portal. Predefined workflows automatically categorize and assign standard requests. The role- and context-sensitive user interfaces allow intuitive operation.

Problem Management

REALTECH’s intelligent and predictive problem management system creates the best conditions for addressing problems not only reactively, but also proactively and eliminating them permanently. By this, we support you in identifying causes and deriving effective measures.

Change Management

Thanks to REALTECH’s holistic Change Management, adjustments to your systems are implemented quickly and easily. The integrated impact analysis ensures smooth system operation without disrupting the availability of productive services.

Configuration Management

Our intelligent system offers you professional management of your IT and non-IT components over their entire life cycle. In this way you provide your users, such as administrators, configuration managers, service desk staff, technical supporters or auditors, with all the information they need to meet business requirements.

Knowledge Management

The knowledge base forms the basis for effective Knowledge Management. Helpful information for users and agents is stored here as articles. Users have easy access via a service portal. As a special feature, the REALTECH Knowledge Base can be flexibly expanded simply by connecting external sources (e.g. MS Sharepoint). The integrated multilingualism also enables automatic translation of search queries.

No more logging into the service desk?

No problem with our integration in MS Teams.
Your employees will love it.

IT Service Management

As simple as online shopping

What good are the best services if nobody uses them? That’s why dot4 supports you not only in troubleshooting during operation, but also in providing services for your employees and customers.

Features
Service Catalog Management

The Service Catalog forms the interface between service provider and user. REALTECH dot4 includes a ready-to-use Service Catalog in which common IT services are already preconfigured. In addition, services from other business departments can easily be included.

Service Monitoring

Service Monitoring is a unique concept of REALTECH smart ITSM. The aim of Service Monitoring is to make the quality of IT service provision visible at all times. Thanks to the associated root cause analysis, faults and their cause can be identified immediately.

IT services are created in the Service Portfolio and Catalog Management (SPCM) module and can be based on other services. Their operation is usually also based on technical IT services, such as the functioning of databases or SAP systems. If such systems fail, the service cannot be provided.

On the other hand, the operator of technical systems does not always know which IT services are based on his technology. In some cases, this can even lead to serious business process failures.

REALTECH’s Service Monitoring is structured in such a way that services of any kind carry a status. In the case of technical systems, this can be availability; in the case of non-technical objects, such as contracts, it can be their expiration date. The change of such a status has an influence on service statuses above it, so that the quality of service provision is immediately visible in the status. In the event of a fault, the same cascade points to the source of the fault and helps to quickly restore the service quality.

SAP Integration

Perfect for SAP users

The optional SAP modules make it possible to integrate SAP operations into ITSM processes in a targeted manner. You can save yourself the detour via SAP Solution Manager.

SAP Modules
Incident Management for SAP

Enable SAP end users to create tickets directly in SAP. Each ticket created in this way is automatically enriched with runtime information. No more time-consuming queries or media breaks!
…more

Change Management for SAP

Control SAP change processes directly in the ITSM tool. You also benefit from automated workflows and integrated quality checks in SAP Transport Management.
…more

Your benefits at a glance

End-user-optimized

A service platform must work for providers AND users. We have both sides in mind.

effizienz

Efficiency in focus

Maximum automation enables effective IT Service Management with use of minimal resources.

SAP-compatible

SAP is often left out of conventional ITSM. With us, it becomes an integral part.

CMDB-ITIL-konform

ITIL-compliant

You benefit from ITIL-compliant ITSM processes for smooth IT operations.

Functioning IT services are absolutely critical to our success. With solutions from REALTECH, we create virtually complete transparency – through monitoring, reports, and real-time dashboards.

Michael Brueggemann, AON Holding Deutschland GmbH

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