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IT Service Management ITIL Solutions
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We offer a comprehensive IT Service Management ITIL Solutions for organizations which rely upon ever changing IT Infrastructure to conduct their business. A well functioning IT Infrastructure is essential for organization to succeed. SMART Suite IT Service Management, solution can streamline the IT operations by automating major areas of Service Operations like Incident, Service Requests, Problems, and Service Assets Configuration Management. For streaming the Service Delivery & Transition Change, Release & Deployment Management modules are used in an integrated environment. A Strongly underlying workflow, SLA & Knowledge management promotes a culture of self service and attains high levels of operational efficiency, which are critical for Organizations to succeed.
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ITIL® based IT Service Management consolidated solution, which provides Integrated Management of all major ITIL processes. Improves Organizational IT processes and allow your staff to be more productive.
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Module List & Product Features :
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Incident Management
Incident Management facilitates restoration of abnormal operation of an IT Service, as early as possible, as agreed in the Service Level Agreement, by reducing the impact of possible disturbance to the Business. SMART Suite IT Helpdesk allows recording of all incidents, with classification and automatic routing of incidents to the appropriate specialist or associate.
As recommended in ITIL, SMART Suite IT Helpdesk allows self service, knowledge base integration for checking previous resolutions, and escalation of incidents either prior to or upon breach of the set target response and resolution times. A real-time, dashboard capability is built-in to the product with a drill down capability.
Service Request Management
Service Request Management allows segregation of Incidents (disruption to service) and general Services for various request fulfillment's either related to IT or HR/Payroll/Finance Departments.
SMART Suite Service Catalog allows definitions of standard repeatable service requests, which can be used by employees to get delivery of Service Requests, as early as possible, as agreed in the Service Level Agreements. SMART Suite Business Service Request Management module, allows recording of all service request, with classification and automatic routing to the appropriate specialist or associate. As recommended in ITIL, SMART Suite IT Helpdesk allows self service, knowledge base integration, publishing FAQ's, and escalation of service requests either prior to or upon breach of the set target response and resolution times. A real-time, dashboard capability is built-in to the product with a drill down capability.
SMART Suite can be used by both IT & HR/Payroll/Finance Departments to service there employees/customers. IT Department uses SMART Suite to streamline helpdesk services, where as other Service Departments will be using SMART Suite to automate and track a diverse range of service enquiries from employees like questions related to payroll, travel plans, holiday issues, reporting sick leave, initiating grievance procedures, and for submitting travel or medical expense claims.
Problem Management
Problem Management process aims to minimize the impact of problems by identifying problems that needs to be investigated and monitor Known Errors for a successful resolution. Problem Management supports Incident Management process by providing, workarounds, quick fixes and facilitates Proactive Problem Management for identifying weaknesses and eliminating problems, before incidents occur.
Proactive Problem Management is achieved by examining the currently open & previously closed Incidents to analyze trends and determine if a problem exists in IT Infrastructure, and subsequently group these incidents into one problem.
SMART Suite ITIL Service Management system assist in Problem resolution process, since it is integrated with Service Asset & Configuration Management Module (SACM), which allows capability to view attributes of Configuration items, as discovered by the SMART Suite asset discovery software agent. With the Process relations feature, users can link the incidents with problem created and also link the Request for change (RFC) for resolving the problem. Problems which are marked as Known Errors can be viewed from Incident Management Module for providing quick fixes and workarounds, for Incidents affecting a particular Service, so as to restore the affected Service as soon as possible. The identified Known Errors will be resolved and closed using the RFC's to resolve the problem.
Change Management
Change Management provides an ability to effectively handle the Service Transition changes to be made in the live production environment using standards & procedures. The goal of change management is to successfully execute a change with minimum cost and disruption of existing IT Services. For IT Organization to keep pace with the ever changing business objectives and market conditions, automating the entire life cycle of change from planning to execution and testing is vital.
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SMART Suite Change Management module provides following key features :
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- Manage Change Details, including Business, Testing & Back out Plans.
- Manage Costs Associated with Change ( Expected Vs Actual ).
- Set Actions / Tasks for Accessing Impact, Risks, Costs & Managing online Approval / Authorization for change.
- Manage Change Schedules.
- Electronic Management of Change Advisory Board (CAB) Notes.
- Integration with Service Asset & Configuration Management (SACM).
- Manage Change Reviews.
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Release Management
Release Management assists in controlled rollout of software's & hardware's into live production environment using a systematic approach for managing the release from planning stage to the final release distribution. High Quality of production infrastructure & environment can be maintained, by ensuring proper polices and procedures are followed in managing new releases.
Change Management is concerned with change approval & control, release Management ensures actual streamlined implementation of the change. Carefully Planned Releases result in less disruption to business services upon rollouts, thus improving the quality of IT environment.
Configuration Management
SMART Suite Configuration Management aims to provide reliable up-to-date details about IT Infrastructure to support the IT Service Delivery and Support process. SMART Suite Asset Discovery agent gathers important information of configuration Items (CI's) like, PC's & Server's Hardware Information, installed software’s & services.
SMART Suite Configuration Management goes beyond conventional Asset Management, by keeping technical information on CI’s and details of relationships between CI’s and standardization of CI’s, status, owner and location of CI’s. SMART Suite SACM is integrated with Incident Management, which allows users to pick the CI/Asset for which the incident is created.
SLA Management
SMART Suite Service level management allows to define, measure and manage quality of IT & Business Service Request Services. Services can be designed to meet the customer expectations. SLA’s help to improve customer relationships, customer satisfaction by developing a sound working relationship between IT and other business units.
SMART Suite SLA Management module allows documenting IT & Business Services that are designed to meet the Service Level Requirements (SLR's) at mutually agreed Service time targets.
SLA Management helps in enhancing stronger relationship between the service providers & customers, based upon common business goals & objectives.
Survey Management
SMART Suite Survey Management module allows creation, distribution & tracking of survey results to gather information of Customer Satisfaction Levels. Based on the feedback & analysis of the survey results, Service providers can continuously improve there service levels.
Web Portal Interface
Web Portal Self Service Management, allows your employees and customers to view the status of their incidents & service requests and submit new incidents/service requests over the web. This improves the overall service operations management and enhances customer service levels.
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Key Features :
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- 100% Web-based client contact and administration environment.
- Multiple role based portals to deliver right content to right people.
- Portal Logo Customization for Business Unit or Line of Business Branding.
- Authentication using existing Active Directory user-ids and passwords.
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Management Reporting
IIT’s SMART Suite provides build in, ready to run, detailed and Key Performance Indicators tracking reports. The reports can easily be exported to other third party software's like Microsoft Word, Excel or Adobe.
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Some of the sample Key Performance Indicators built in the system include:
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Incident Management KPI Reports
- Total Incident Count
- Closed Incident Count
- Minimum Incident Resolution Time
- Maximum Incident Resolution Time
- Average Incident Resolution Time
- Minimum Incident Close Time
- Maximum Incident Close Time
- Average Incident Close Time
- Incident Resolved Within SLA
- Incident Resolved With SLA Breach
- Incident Reopen Rate
- Number Of Major Incidents
- Incident Resolution Rate
- Average Time to Resolve Incidents with Priority - Critical
- Average Time to Resolve Incidents with Priority - High
- Average Time to Resolve Incidents with Priority - Medium
- Average Time to Resolve Incidents with Priority - Low
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Service Request Management KPI Reports
- Total Service Request Count
- Closed Service Request Count
- Total Service Request Approved Count
- Total Service Request Rejected Count
- Minimum Service Request Resolution Time
- Maximum Service Request Resolution Time
- Average Service Request Resolution Time
- Minimum Service Request Close Time
- Maximum Service Request Close Time
- Average Service Request Close Time
- Service Request Resolved Within SLA
- Service Request Resolved With SLA Breach
- Service Request Reopen Rate
- Number Of Major Service Requests
- Service Request Resolution Rate
- Average Time to Resolve Service Requests with Priority - Critical
- Average Time to Resolve Service Requests with Priority - High
- Average Time to Resolve Service Requests with Priority - Medium
- Average Time to Resolve Service Requests with Priority - Low
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Problem Management KPI Reports
- Total Problem Count
- Total Known Error Count
- Closed Problem Count
- Minimum Problem Resolution Time
- Maximum Problem Resolution Time
- Average Problem Resolution Time
- Minimum Problem Close Time
- Maximum Problem Close Time
- Average Problem Close Time
- Problem Resolved Within SLA
- Problem Resolved With SLA Breach
- Problem Reopen Rate
- Number Of Major Problems
- Problem Resolution Rate
- Problem Workaround Rate
- Average Time to Resolve Problems with Priority - Critical
- Average Time to Resolve Problems with Priority - High
- Average Time to Resolve Problems with Priority - Medium
- Average Time to Resolve Problems with Priority - Low
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Change Management KPI Reports
- Total Change Count
- Closed Change Count
- Total Change Approved Count
- Total Change Rejected Count
- Emergency Change Rate
- % of Changes that caused new Incidents
- Minimum Change Resolution Time
- Maximum Change Resolution Time
- Average Change Resolution Time
- Minimum Change Close Time
- Maximum Change Close Time
- Average Change Close Time
- Change Resolved Within SLA
- Change Resolved With SLA Breach
- Number Of Major Changes
- Number of Substantial Changes
- Number of Minor Changes
- Change Success Rate
- Average Time to Resolve Changes with Priority - Critical
- Average Time to Resolve Changes with Priority - High
- Average Time to Resolve Changes with Priority - Medium
- Average Time to Resolve Changes with Priority - Low
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Release Management KPI Reports
- Total Release Count
- Closed Release Count
- Total Release Approved Count
- Total Release Rejected Count
- Minimum Release Close Time
- Maximum Release Close Time
- Average Release Close Time
- % of Release Package (Release Defect Rate)
- Number Of Full Releases
- Number Of Delta Releases
- Number Of Package Releases
- Release Success Rate
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Multiple Deployment Options
All SMART Suite Products have multiple deployment options allowing you to choose a deployment option that meets your specific business needs and fits your budget.
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Available Deployment Options are :
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- SMART Suite OnDemand Hosted Solutions.
- SMART Suite Application Software Only.
- Virtual Server Environment.
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Business Benefits
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SMART Suite IT Service Management ITIL Solution will offer you the following benefits :
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- Unified call logging and resolution mechanism for geographically diversified locations.
- Use ITIL best practices for business service improvements.
- Reduce costs through faster incident & service requests resolution times.
- Build a Service Catalog with Service Levels agreed as per business needs.
- Improve IT Staff efficiency by ensuring their optimal utilization.
- Enhance the Business units confidence and perception of IT Organization.
- Improve Customer Satisfaction levels by transforming IT from a fire fighting mode to a new service oriented mode.
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Technical Features
SMART Suite IT & Customer Service Management Solution is build using state of the art technologies from Microsoft such as .Net 3.0, AJAX, Work flow Foundation and SQL Server 2005. The application is totally browser based, but has the richness of Client Applications due to use of graphical design AJAX technology. Some of the unique technical features are :
- Interactive, Modular User Interface based on AJAX.
- Completely web-based with a "Zero" Desktop Footprint.
- Field Level Security.
- Action Level and Role based Security.
- Flexi-fields: New fields can be added to objects at run time.
- Externalized Business Rules Management and Workflow Mgmt.
- Dynamic Domain Table Data Management.
- Instrumentation enabled for management tools like BMC & MOM.
- Multilingual capability in English, French, German & Arabic.
- Interchangeable provider model for external interfaces.
- Authentication Providers - Integrate with any single sign on system Logging, Auditing & Error Handling System.
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Integration Options
SMART Suite Suite of Applications can be Integrated with following technologies / systems :
- System synchronizes with MS Active Directory for user login.
- Microsoft Exchange Server email Integration to convert support email into Incident.
- Integration with Microsoft’s System Center Operations Manager. Integration is done with Alerts & Notifications, when an alert comes in, we can automatically create an Incident Ticket & route it to an appropriate support staff as per the pre-defined business rules. Upon closure of Incident, alert notification in Operations Manager will also be marked as closed.
- Integration with Microsoft’s System Center Configuration Manager, Using an asynchronous workflow, we can retrieve all the major IT Assets/Configuration Items (CI’s) attributes as available in Microsoft’s System Center Configuration Manager. The retrieved CI’s will be available for linkage to Incident, Problem, Change & Release ITIL processes.
- System has ability to Integrate with IP-PBX systems like Cisco, Alcatel & Nortel. SMART Suite Service Desk works with IP-PBX and Soft clients; and the architecture is extensible to allow integration with any 3rd party Soft clients, provided ActiveX controls and software development kit from IP-PBX Vendor is readily available. The following Level of Integration is generally done using a generic soft client; we can retrieve the caller id of an incoming call at service desk. Then using the caller id, we will be able to display the calling customers, profile data (Name, Address, Location etc...). Service Desk Staff will also be able to initiate an outgoing call, using the soft client application.
- Integrates with Email, SMS & Twitter for Alerts.
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