slide show




Internet Information & Technologies ( IIT ) is the leader in Help Desk, IT Service Management, Quality Management, Warranty Management & Customer Relationship Management Integrated Solutions, which is applicable to a wide range of different service organisations. SMART Suite of software solutions can be adapted very quickly, easily and economically to suit the customer's systems and business processes. Get a head start in process definition, which will Fast-track your ITIL V3, ISO 9001, ISO 20000 & Other ISO Standardization initiatives to enhance quality of services and customer satisfaction.

SMART IT Service Management will help you improve service quality and resource utilization across your entire IT infrastructure. With SMART Mobile Custom Applications can access applications from smartphones for faster and better-informed business decisions.

Our SaaS solutions let you seamlessly manage services, customers and quality improvement programs. Available through any Web browser, our solutions are designed to help you shorten deployment times, reduce risks and lower costs, including support and maintenance expenses.

Purpose of Service Desk

Service Desk is the single point of contact within the IT organization for users of IT services. A Service Desk handles Incidents, and Service Requests and is integrated into other Service Management processes and overall business processes. SMART Suite Service Desk automates service desk processes and lowers cost of service support operations. Our customizable and out-of-the-box service management solution combines best-in-class service desk software with core ITIL® best practices that integrates can as well integrate with third-party applications.

Benefits of ITIL Service Desk
  • Allows Service Desk Staff to log calls on behalf of other employees / customers.
  • Unified call logging and resolution mechanism for geographically diversified locations.
  • Use ITIL best practices for business service improvements.
  • Improve accountability and visibility of IT service and support.
  • 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.
  • Make IT more secure by ensuring IT changes do not leave any holes in your organization.
Key Features of Service Desk
  • A full set of IT service management integrated modules that share best-practice process flows from a leading service desk solution provider.
  • A closed-loop change and release process tied to incidents and problems.
  • Self-service request catalog for IT, HR, security, and other business needs.
  • Track incident response times and service desk performance against your business SLAs.
  • Asset , Patch Management and software license lifecycle and compliance management.
  • Real-time performance KPI metrics reporting.
Purpose of 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. Incidents can be failures, questions or queries from users. SMART Suite IT Helpdesk allows recording of all incidents, with proper classification and consistent call logging and resolution processes. Using pre-defined templates, users can quickly report incidents in an effective manner.

Process of Incident Management
SMART Suite Incident Management process consists of following :
  • Fast Logging of Incident
  • Automatic classification & prioritizing
  • Auto Rule based Assignment to Associate
  • Auto Escalation if SLA is breached
  • Resolution from Associate
  • Customer Acceptance
  • Closing the Incident with reason code
Establish Relationship with other ITIL® Processes

SMART Suite Incident Management module supports integration with System Asset and Configuration module, which provides critical real-time Hardware & Software configuration data to the Help Desk Associates, In order facilitate troubleshooting and resolution process. Service level targets are monitored and enforced by The SMART Suite Workflow engine, which generates alerts to the stakeholders. Incidents, Problems & Change Request are linked using the Process Relations.

Key Features of Incident Management
  • Allows creation, modification and closure of Incident records.
  • Automates the rapid classification and recording of Incidents using templates.
  • Supports the automated routing (alerting) of Incidents to selected support staff or groups.
  • Customizable thresholds for automated escalation.
  • Has Ability to clone incidents.
  • Allows grouping of duplicate/similar incidents using parent child relationship.
  • Can create new Tasks/Work orders from within an incident.
  • Can record time spend & costs of activities, tasks & incidents.
  • Facilitates the analysis of Incident and call data to identify trends.
  • Allows closure of Incidents by utilizing customizable Incident closure codes.
  • Provides simple and advanced search capabilities.
  • Maintain the ITIL process relationships between Incident, Known Error/Problem records.
  • Facilitates secure and controlled access to the Configuration Management Database.
  • Allows notification & assignment of high priority Incidents to multiple associates.
  • Facilitates the automatic escalation of Incidents based pre-determined time intervals.
  • Facilitate the use of knowledge and or support check lists for Incident diagnosis.
Benefits of ITIL Incident Management
  • Reduction of incidents improves quality of service
  • Pro-active problem resolution
  • Increase faith in IT organization
  • More effective IT organization as fewer incidents occurs
  • Learning from past experience
Purpose of Service Request Fulfillment

SMART Suite Service Request Management (SRM) system stops paper at the source, helping companies increase accountability and boost productivity. Empower users through self-service options and automated request fulfillment SRM can be used by service desk professional from IT, HR, Finance and Administration Departments to support service requests. Service Support Associates can view the requested services, access customer data, check the required approvals and resolve the service requests. Implementing SMART Suite SRM will achieve the following :

  • Provide a uniform mechanism for processing service requests, by giving reliable information on availability of service requests and Implement an approved process of how to obtain them.
  • Assist in General Information's, queries and complaints.
  • SMART Suite SRM automatically routes & escalates the service requests.
Key Features of Service Request Management :
  • Service request can be opened by a user or a service desk call taker using Shared Service Catalog.
  • Service Catalog can be controlled by business units.
  • Integration with Service Level Management to track and ensure compliance with service level agreements (SLAs).
  • Configurable Workflow for routing to fulfillment providers after necessary online approvals is taken.
  • Automatic escalation via Email / SMS based on rules.
  • Automated action taken by the system based on rules, such as change a status after a specified time period.
  • Work Orders or Tasks can be created and assigned for fulfilling a service request.
  • Activity Notes placed in a service requests.
Benefits of ITIL Service Request Fulfillment
  • Achieve greater levels of automation and closed-loop processes.
  • Increases service levels and employee productivity.
  • Provides users an easy way to communicate with the service desk.
  • Enhance user satisfaction.
Purpose of Problem Management

SMART Suite's Problem management supports Incident Management by providing workarounds and temporary fixes, until it has found the root cause of Incidents. Problem Management depends on the reviewing all the accurate information of Incidents to enable reactive and pro-active analysis of the underlying root cause. SMART Suite Problem Management allows IT Staff to become pro-active, and helps them to get solely out of the fire-fighting mode, by identifying Problems and Known-Errors before the Incidents occur.

SMART Suite Problem Management process supports following actions :
  • Detection and Fast Logging of Problem.
  • Automatic classification & prioritizing.
  • Auto Rule based Assignment to Associate.
  • Auto Escalation if SLA is breached.
  • Identifying/Tracking Known Errors & Major Problems.
  • Linking Problems with Incidents & Change Orders.
  • Resolution from Associate.
  • Closing the Problem with reason code.
Key Features of Problem Management :
  • Facilitates the creation, modification, and closure of Problem records.
  • Provides the ability to distinguish between a Problem and Known Error.
  • Route and assign Problem records to pre-defined support staff or groups.
  • Impact and urgency codes to be assigned to Problem records.
  • Facilitates progress tracking and monitoring of Problems.
  • Escalates Problems after pre-defined thresholds of SLA’s have been breached.
  • Facilitates the generation of customizable management reports for trend analysis.
  • Facilitates the association and maintenance of the relationships between Incidents, Known Error records and RFCs.
  • When a Change has been successfully implemented does the tool facilitate the closure of all associated Known Error records.
  • Allows links with the Computers / Config. Items in CMDB to enable the updating of Problem records with Configuration information
Benefits of ITIL Problem Management
  • Improve Quality of IT Service by reducing repeat Incidents using a pro-active approach.
  • Reduce business disruptions caused by Incidents and Problems.
  • Develop Knowledge base based upon problem solving experience.
  • Resolve Cases Faster through faster Resolutions and Increase in First Call Resolution.
  • Optimize Use of Resources by removal of Root Causes.
Purpose of Change Management

In our technology driven age, often changes occur so rapidly that it becomes difficult to manage, if proper tools and best practices are not used for managing changes. SMART Suite Change Management module assists IT Organizations to deploy changes in a controlled way, and effectively supports and facilitates enterprise business goals.

Implementing SMART Suite CM will achieve the following :
  • Provides a repeatable standardized methods and procedures for making changes.
  • Helps in making Changes quickly and accurately as per the business needs.
  • Protect Services while making changes – minimize the business risk.
Integrated Change Management

SMART Suite offers out-of-the-box integrations with Incident and Problem management, Service Level management and Service Asset and Configuration module, which provides a vital insight to managers about the impact of the change on the IT Infrastructure. This allows meticulous planning, which helps in reduction of unscheduled service unavailability.

Key Features of Change Management
  • Facilitate the recording and storage of RFCs in an easily accessible format.
  • Allows only authorized personnel to submit RFCs.
  • Monitoring and tracking of the life cycle of a Change request. For example, tracking a Change through the different stages of authorization, coordination, and review.
  • Ability to control, read, write, and modify access for Change Management staff, Change builders, testers, etc. to update Change records throughout the Change lifecycle.
  • Routing of RFCs to the appropriate authorization bodies as defined within the ITIL Change Management Process.
  • Ability to approve or reject Changes online.
  • Recording of impact assessment information within the Change record in order to support the Change authorization process. For example, the embedding of attachments such as technical reviews and reports.
  • Production of Change schedules like build, testing, and implementation schedules.
  • Facilitate the recording of back-out procedures within the Change record.
Benefits of ITIL Change management
  • Automates the submission, tracking and approval process any IT related changes
  • Enhance visibility into IT changes before implementation
  • Increase cross-functional communication & business decisions with real-time reporting
  • Increases employee productivity by ensuring higher infrastructure uptime
  • Decrease support costs by reducing change-related disruptions
  • Decrease support calls by increasing the number of successful changes
  • Reduce business risk by ensuring Sarbanes-Oxley regulatory compliance through audit trails
Purpose of Release & Patch Management

Release & Deployment 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.

SMART Suite Patch Management will support the patching of all windows operating systems and core Microsoft products like Office and IE.

Key Features Release & Patch Deployment Management :
  • Supports the planning, management, and successful rollout of software related hardware, documentation and procedures.
  • Controlled release of new software’s & hardware’s through change control integration.
  • Full audit trail through configuration management.
  • Remote Desktop Control for remote assistance.
  • Remote Patch Deployment Automation, with SMART Patch Installer Tool.
Benefits of ITIL Release Management

The holistic view of Release Management makes sure that all aspects are considered and that all affected staff are included in the process. Some of the benefits gained from implementing Release Management include :

  • A greater success rate in the release of hardware and software which provides an improved quality of service for users.
  • A consistent, known process for staff to follow.
  • Smoother transition of releases from development to end users.
  • Automate Updates & Installation of Key Software’s.
Purpose of Asset & Config. 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, Problem, Change & Release Management, which allows users to pick the CI/Asset for which the ticket is created. Administrators can also directly remote login to the computers, for support of Hardware & Application Software's.

SMART Suite System Asset & Configuration Manager also allows you to track all your configuration items in IT Infrastructure.

Key Features of System Asset & Config Management

  • Allows automated discovery and management of an organization’s Configuration Items (CIs) like Hardware, Software, Contracts / SLAs.
  • Enable Enterprise-wide CI visibility
  • Planning of configuration actions
  • Tracks planned and unplanned changes
  • Record Movements of CIs
  • Manage Maintenance, Warranty & Purchase Contracts with Alerts
  • Allows you to manage different CI status like operational, under development, in test, implementation, production & in repair / maintenance.
  • Integration of CMDB data with Incident, Problem, Change & Release records.
  • Manage IT as well as Non – IT Assets
Benefits of ITIL System Asset & Config Management
  • Reduce costs associated with manual upkeep of ITIL CMDB
  • Enhance collaboration and visibility between process teams
  • Improves efficiencies of ITIL processes
  • Reduces risk of errors
  • Measure and control IT usage and costs
  • Gain efficiency from IT infrastructure standardization
  • Ensure license compliance and efficiency
  • Improve IT support efficiency
  • Automate upgrades
Purpose of SLA & Availability Management

Service Catalog & SLA Management allows defining, measure and managing quality of IT & Business Service Request Services. Services can be designed to meet the customer expectations. SLA’s help to improve customer relationships, and improves 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.

SMART Availability Management allows you to define Target Up - Time Percentage & Maximum Allowed Service Break Time, which in turn ensures correct Availability Metrics & Reports. SMART Outage Tracking Tool, provides a built in tool to monitor devices and send Email or SMS Alerts, if the device breaks down.

Key Features of SLA & Availability Management

  • Ability to define and manage services with Availability Info
  • Define multiple support centers, business working hours & holidays.
  • Activities are adjusted based on operating hours, accounting for nights, weekends, & Holidays.
  • Defines individual milestones; system initiates notification & escalation upon breach of SLA’s.
  • Unavailability of a technician will automatically re-assign incidents, problems and service requests by sending an email/sms alert to the alternate technician.
  • Supports Escalation notification through multiple means including e-mail & sms phone text.
  • Ability for Application Administrator to configure escalation notification process.
  • Allows you to publish your own Service Catalog for (IT/HR/Administrative/Financial) Services.
  • Ability to record availability metrics (downtimes).
  • Workflow process to monitor all Servers and Network Devices and proactively notify managers / support staff of upon non - availability.
Benefits of SLA & Availability Management
  • Measure adherence to agreed customer service levels
  • Monitor and report on performance
  • Re-negotiate maintenance contracts
  • Match target achievement against customer satisfaction levels
  • Be notified of SLAs about to breach
  • Track and report achievements against a Service Level Agreement (SLA) targets
Purpose of Knowledge Management

The goal of SMART Suite Knowledge management is to facilitate the improvement of quality decision making of management and support associates, by ensuring that accurate and reliable knowledge information is provided during the entire service lifecycle. Knowledge Management ensures that IT & Business service providers have adequate information to perform their jobs in an efficient manner.

Integrated with Other Modules

SMART Suite offers out-of-the-box integrations with Incident, Problem, Service request and Change Management modules. Knowledge Management has become an important part of service support, service delivery and service transition processes.

Key Features of Knowledge Management :
  • Technicians can publish solutions to a knowledge base.
  • File attachments and links can be added, such as screenshots, internally stored documents, and internet-based information.
  • Items in knowledge base can be marked as FAQ’s / Checklists.
  • Can Convert Incident/Problem Resolution into a Knowledge base article
Benefits of ITIL Knowledge Management

In today’s work environment, IT Managers are forced to deliver a stable IT environment, with much lower workforce. The risks faced by IT Management are mitigated with SMART Suite Knowledge Management Solution in following manner :

  • Reduce on-job training costs.
  • Improve Knowledge transfer mechanism amongst staff.
  • Reduce Duplicate Resolution efforts for same incidents, problems and change requests.
  • Keeping Knowledge Base Updated with consistent and accurate information.
  • Provide simple access to knowledge searching including Known Errors, FAQs, and other documentations.
Promote Web Self Service

SMART Suite Knowledge Management Solution promotes self service among user community by providing them Frequently Asked Questions, Checklists for the incidents been reported. Associate can search the complete knowledge solution database, in order to find resolutions for the Incidents & Problems they are working.

Purpose

SMART Suite Contract Management Module is a scalable & robust software solution for enterprise contract management tracking, designed with medium to large organizations in mind. It will help your organization to meet contract compliance regulations, centralize your contract tracking, and improve your overall contract administration. It can be used, as part of Integrated SMART Suite ITSM Solutions or only as a module for managing all IT & Business related contracts within your organization.

SMART Suite Contract Management is based on years of industry research, development, and valuable feedback from our customers. It is built upon the latest web-based technologies, so it can be deployed faster, supported easier, and reduces your total cost of ownership.

Key Features :

Offered as hosted or installed solution on your organization's servers :

  • Manage any type of contracts, hardware annual maintenance agreements, software license agreements, patent, material transfer agreement, intellectual property agreement.
  • Contract Managers, IT Managers, Project Managers, and key decision makers can access contract data from any web-browser.
  • Link and Associate related Contracts together.
  • Centralize and track Contracts according to your standard codes, categories, departments, locations, and more..
  • Track Contract Work Flow and approval status.
  • Track contract costs and pricing information.
  • Easily renew contracts and copy contracts with a click of the mouse and link to previous versions.
  • Used to help meet contract compliance, audits, and governance, such as Sarbanes Oxley (SOX), ISO, ITIL and State and Federal Regulations.
  • Provides e-mail notifications for contracts, tasks, milestones, action items, and payments.
  • Manage Tasks and Milestones within each Contract
  • Track payments and payment notifications.
  • Tracks Vendors & 3rd Party Contacts Information.
  • Supports Vendor Login to request new contracts review notes, and upload documents.
  • Track unlimited notes/comments.
  • Attached scanned documents, Word documents, Excel, E-mails, Text Documents, PDF, TIF files, and any other file format.
Purpose

With SMART Suite Survey Management acts as tool for enabling continual service improvement, using which you can conduct online surveys to gather customer feedback on quality of service and use data to drive continuous improvement. Research has shown that satisfied, motivated employees create more satisfied customers, positively influencing your organizational and financial performance in turn.

Key Features :
  • Create multiple surveys
  • Automated email survey invitations when incident or service request is closed
  • Unlimited user definable fields for survey questions
  • Survey results in graphical format
Benefits :
  • Measure customer service and satisfaction levels
  • Reduce the time needed to develop powerful questionnaires and survey projects for your customers/employees.
  • Assess training and development needs of employees
  • Align employee performance with customer satisfaction goals
Purpose

SMART Suite provides extensive features for managing, reporting and identifying costs within your IT support operation, for total cost of service.

SMART Suite Enables identification of following costs :

  • Managing IT assets Purchase Costs and Current asset values
  • Record support staff hours spend on incidents, service requests, problems for billing
  • Record maintenance costs
  • Record annual maintenance costs
  • Enables Chargeback costs to departments/business units
Testimonial
Just a few of the companies already using our solutions