RG-RIIL-RMC Service Request Management. Solution Datasheet V1.1

Size: px
Start display at page:

Download "RG-RIIL-RMC Service Request Management. Solution Datasheet V1.1"

Transcription

1 Secret level: public Archived by: ITS Target: all staff RG-RIIL-RMC Service Request Management Solution Datasheet V1.1 Ruijie Networks Co., Ltd. All Rights Reserved Maintained by: Ma Jianzhao 1

2 1 Product Overview The RG-RIIL-RMC Service Request Management software provides ITIL-compliant standard processes and flexible workflow engines and achieves automation of IT operations process and routine IT service, which helps users to achieve efficient operations, raise the operations quality and level. Through interconnection with the RIIL monitoring system, it can acquire IT monitoring incidents automatically, build the configuration database (CMDB), achieve vertical of IT infrastructural dynamic information, and integrate IT infrastructure with business. The overall architecture of RG-RIIL-RMC includes three layers: configuration layer, logic layer, and presentation layer. Configuration layer: the basic control layer of global configuration integrated interface and role permissions for system operation. Logic layer: the accurate control layer of operation procedures such as batch jobs Presentation layer: the layer presenting control results and decision data of all types of IT operations workflows The following figure shows the architecture of the system. 2

3 Presentation layer View (user/it staff/it ) Report Self-service desk Incident Problem Logic layer Knowledge base Scheduled task Project Change Configuration and CMDB Service level Domain/personnel/ access Module configuration Workflow engine Configuration layer Rules Man-hour Report configuration Forms output Interface integration Data 3

4 2 Product Features 2.1 Self-service Desk The RG-RIIL-RMC provides a user-oriented web self-service portal, including self-service guide, dynamic graphic process tracking, knowledge base query, and service quality report, which helps reduce the IT operations workload, expand IT service channels, and enhance customer satisfaction. Dynamic Graphic Process Tracking 4

5 Self-service Guide 2.2 Incident Management The RG-RIIL-RMC can respond to, resolve incidents and recover IT service operation as quickly as possible, reducing the impacts of incidents on services, and also achieve automatic workflow, raising IT support efficiency and reducing your cost. Incident implements the following functions: Receives requests from multiple sources and creates work orders automatically. 5

6 The user calls in. IT staff records. The user submits via the web self-service desk. Receives event reports from the IT monitoring system The user submits via the IM. The user submits via OA or external system. The user submits via . Creates service requests quickly with auto-fill fields. A service request includes auto-fill fields such as applicant, incident source, handling period, record creation time, and incident order No.. Associates information automatically for analysis. The incident module provides a built-in incident correlation engine that automatically associates a new work order with solutions, request cases, and involved configurations to help engineers to locate and solve problems quickly. 6

7 Offers self-defined forms. You can define and add attributes to the work order form. For example, you can set the input box, check box, radio buttons, time input box, text input area, and drop-down box. You can also define mandatory or optional fields. 7

8 Performs identification, assignment, and upgrade automatically. According to business requirements of different users, you can set multiple strategies of work order assignment and associate them with the SLM module for automatic upgrade. 8

9 2.3 Problem Management The RG-RIIL-RMC analyzes underlying problems behind an incident finds out the root cause and solutions, and records the problems to the knowledge base. In this way, it accelerates the incident process, and avoids reccurance of incidents with the same problem. Problem implements the following functions: Filters suspicious problems Before a problem is handled, it is first submitted to authorized personnel or managers to decide whether the problem needs to or can be solved. Breaks down a task and controls the process Since many departments or roles may be involved in the problem solving process, the system provides task decomposition and assignment to solve a complicated problem. In the process, the administrator or authorized business support personnel can view the problem solving status and progress by tracking the problem solving process. 9

10 Accumulates useful knowledge. Experiences gained during problem solving are added to the knowledge base automatically, providing references for solving similar problems in the future. 2.4 Change Management For effective execution of the changes, the product evaluates impacts, risks and resource requirements related to the changes and creates plans based on the evaluation results. The process starts from changes application, evaluation, approval, to planning, supervision and control, and ends until all is carried out. 10

11 Self-defined changes approval process The RG-RIIL-RMC is developed with a built-in process designer. You can design processes that meet your own service requirements without secondary development. Flow chart design Deployment Process running Settings of process links 2.5 Configuration Management Database (CMDB) The CMDB is the process that describes, traces, controls and reports all equipment or systems in the IT infrastructure. These equipment and systems are called configuration items. The process can achieve effective, tracing and control over all configuration items to support successful operation of hardware and software. Multi-dimensional view The RG-RIIL-RMC provides statistics on configuration items from multiple dimensions such as configuration classification, geographic positions, departments and usage status. 11

12 Relations between configuration items and relational views The configuration items can be set in a hierarchical structure. The subdivision level of the configuration elements structure is determined by the usage of configuration elements. One configuration item has multiple superior configuration items and multiple subordinate configuration items. Hierarchies and levels of the configuration items are unrestricted. Relations between configuration items can be defined, added, disabled, modified or deleted by the system administrator. 12

13 Structural relational view Server switch PC Web server Self-defined attributes of configuration items You can define the attributes of configuration items of different categories. The self-defined attributes can be queried and changed. The preset configuration items can be used to define the control relations between fields. When the master control field changes, the controlled fields are updated automatically. 13

14 2.6 Knowledge Base Management Experiences or solutions of business support personnel are accumulated and shared by the whole IT service organization as valuable knowledge. In this way, it can raise the skills of business support personnel, improve the service support efficiency, and reduce the single-point fault rate and the risk caused by staff turnover. Advanced knowledge system architecture Based on its many years of business experiences in the IT industry, Ruijie Networks has built a knowledge infrastructure library that can be applied in the IT field. 14

15 Tree directory TOPN ranking Life cycle Automatic reference IT personnel submit (INC.PRO.) Audit of the administrator Knowledge base IT personnel User Knowledge in-store Knowledge release Failure recovery methods Fundamental solutions Operation manual Management regulations Other knowledge Knowledge module The knowledge module can achieve automatic knowledge reference in incidents and problem, quick-query of tree directory knowledge, mixed arrangement of graphs and texts, mutual knowledge evaluation, and knowledge version. 15

16 2.7 Scheduled Task Management For discovery and troubleshooting of periodic problems in routine business and health check, you can predefine relevant plans and tasks. It helps to perform planned and periodic maintenance in operation and maintenance and provides E-shift. It helps to raise the ability of active precaution and hidden danger removal, reduce faults and maintain continuity of services. 16

17 Definition of a Periodic Task Task Calendar Management 17

18 2.8 Project Management It includes a series of process-based from project examination, approval, to planning, execution and completion, which reduces the risk of execution and possibility of failure, achieves effective labor division and collaboration, and controls the progress and cost. Gantt Chart and Flow Chart Presenting the Whole Process 18

19 Formulating Multiple Stages and Tasks 2.9 Service Level Management Effective service level agreements (SLAs) are created and executed to ensure detailed planning of service levels for different IT departments, personnel, operation time and priority levels. Besides, in the case of SLA deficiency, the product gives out an alarm. At the critical point of service standards and commitment handling, these operations are activated. Service level provides the following functions: Creates the SLA of different service types. 19

20 Records the execution target of the SLA. 20

21 2.10 Reports Management Flexible self-defined reports The RG-RIIL-RMC system provides many reports. You can also define report contents and presentation forms. According to different statistical conditions and time range, it can generate daily, weekly, monthly and yearly reports related to the process and configuration items. Reports propelling The system delivers reports to business support personnel or managers via s periodically. You can set the frequency, receiver or group of report propelling and report filtering conditions. Line Graph Report Pie Chart Report Bar Chart Report 21

22 3 Technical Parameters Hardware configuration Application server and database server of the RG-RIIL-RMC Pentium IV 2.0G or above 2 GB RAM (min.), or 4GB (recommended) 2 GB available disk space 2 nd processor (optional) System configuration Server type Supported version Supported OSs: Windows 2000 Server (Service Pack 4) OS Windows 2000 Advanced Server (Service Pack 4) Windows 2003 Server Standard Windows 2003 Server Enterprise Edition Windows 2003 Data Center Database MSSQL 2000 Server (Service Pack 4) MSSQL 2005 Server (Service Pack 1) 22

23 4 Order Information Product Model Product Description Service Request Management Center of the RG-RIIL-RMC RG-RIIL-RMC-SRV software basic Business basic platform platform RIIL-RMC-SRV software basic platform, including 5-person license RG-RIIL-RMC-INM incident Incident module RUIJIE RIIL-RMC Incident CSTment incident module Business platform 1-person license RG-RIIL-RMC-SRV-1PK 1-person RIIL-RMC Server-1PK Lsn license Service request platform 1-person license Business platform 5-person license RG-RIIL-RMC-SRV-5PK 5-person RIIL-RMC Server-5PK Lsn license Service request platform 5-person license Business platform 10-person license RG-RIIL-RMC-SRV-10PK 10-person RIIL-RMC Server-10PK Lsn license Service request platform 10-person license Business platform 25-person license RG-RIIL-RMC-SRV-25P K RIIL-RMC Server-25PK Lsn 25-person license Service request platform 25-person license Business platform 50-person license RG-RIIL-RMC-SRV-50PK 50-person RIIL-RMC Server-50PK Lsn license Service request platform 50-person license Business platform unlimited license RG-RIIL-RMC-SRV-UNPK unlimited RIIL-RMC Server-UNLPK Lsn license Service request platform unlimited license RG-RIIL-RMC-SSD self-service Self-service desk module desk RUIJIE RIIL-RMC Self Service Desk module Problem module RG-RIIL-RMC-PBM problem RUIJIE RIIL-RMC Problem CSTment Problem module Change module RG-RIIL-RMC-CRM change RUIJIE RIIL-RMC Change CSTment Change module Configuration module RG-RIIL-RMC-CFM configuration RUIJIE RIIL-RMC Configuration CSTment Configuration module 23

24 Product Model Product Description Task module RG-RIIL-RMC-SCM scheduled task RUIJIE RIIL-RMC Scheduled CSTment Scheduled task module Knowledge base module RG-RIIL-RMC-KBM knowledge base RUIJIE RIIL-RMC Knowledge BASE CSTment Knowledge base module Project module RG-RIIL-RMC-PRM project RUIJIE RIIL-RMC Project CSTment Project module RIIL-RMC consultancy service RG-RIIL-RMC-CST-SSD service Organizational structure design service organization and role design Designs the organizational structure and roles. RG-RIIL-RMC-CST-INM incident Incident process design service process design Designs the incident process. RG-RIIL-RMC-CST-PBM problem Problem process design service process design Designs the problem process. RG-RIIL-RMC-CST-CRM change Change process design service process design Designs the change process. RG-RIIL-RMC-CST-CFM Configuration process design service configuration process Designs the configuration process and configuration and CMDB design database. RG-RIIL-RMC-CST-KPI KPI KPI design service design Designs the KPIs. RG-RIIL-RMC-IBT ITIL basic theory ITIL internal training service internal training service Provides ITIL basic theory internal training service. RG-RIIL-RMC-CST-CUS IT service consultancy service customized IT service Provides IT service consultancy according to the consultancy service (person/day) customer s scope and requirements (person/day) RIIL-RMC system implementation service RG-RIIL-RMC-PSC system RMC system implementation service implementation service Suite or module implementation service RG-RIIL-RMC-DZ customized RMC secondary development service development Customized development based on system modules One-year software maintenance service pack The pack includes upgrading of patch software and fault handling services within one year (excluding customized development and RG-RIIL-SRV-MA routine inspection) 24

Microsoft 10965 - IT Service Management with System Center Service Manager

Microsoft 10965 - IT Service Management with System Center Service Manager 1800 ULEARN (853 276) www.ddls.com.au Microsoft 10965 - IT Service Management with System Center Service Manager Length 5 days Price $4169.00 (inc GST) Version C Overview This five day course will provide

More information

IT Service Management with System Center Service Manager

IT Service Management with System Center Service Manager 3 Riverchase Office Plaza Hoover, Alabama 35244 Phone: 205.989.4944 Fax: 855.317.2187 E-Mail: rwhitney@discoveritt.com Web: www.discoveritt.com IT Service Management with System Center Service Manager

More information

itop: the open-source ITSM solution

itop: the open-source ITSM solution itop: the open-source ITSM solution itop is a multi-client web portal designed for service providers and businesses. Simple and easy to use, it allows all configuration items and their relationships to

More information

IT Service Management with System Center Service Manager

IT Service Management with System Center Service Manager Course 10965B: IT Service Management with System Center Service Manager Course Details Course Outline Module 1: Service Management Overview Effective IT Service Management includes process driven methodologies

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Device Lifecycle Management

Device Lifecycle Management Device Lifecycle Management 1 (8) Table of Contents 1. Executive summary... 3 2. Today's challenges in adapting to lifecycle management... 3 3. How is Miradore different?... 5 4. Conclusion... 8 2 (8)

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

IT Service Management with System Center Service Manager

IT Service Management with System Center Service Manager Course 10965B: IT Service Management with System Center Service Manager Page 1 of 9 IT Service Management with System Center Service Manager Course 10965B: 3 days; Instructor-Led Introduction This Three-day

More information

IT Sr. Systems Administrator

IT Sr. Systems Administrator IT Sr. Systems Administrator Location: [North America] [United States] [Monrovia] Category: Information Technology Job Type: Open-ended, Full-time PURPOSE OF POSITION: Systems Administrators and Engineers

More information

HP Intelligent Management Center Basic WLAN Manager Software Platform

HP Intelligent Management Center Basic WLAN Manager Software Platform Data sheet HP Intelligent Management Center Basic WLAN Manager Software Platform Key features Intuitive, easy-to-use interface Unified wired and wireless network management Range of topology management

More information

Moving beyond Virtualization as you make your Cloud journey. David Angradi

Moving beyond Virtualization as you make your Cloud journey. David Angradi Moving beyond Virtualization as you make your Cloud journey David Angradi Today, there is a six (6) week SLA for VM provisioning it s easy to provision a VM, the other elements change storage, network

More information

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-based Managed Services for SAP. Service Catalogue Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

CONDIS. IT Service Management and CMDB

CONDIS. IT Service Management and CMDB CONDIS IT Service and CMDB 2/17 Table of contents 1. Executive Summary... 3 2. ITIL Overview... 4 2.1 How CONDIS supports ITIL processes... 5 2.1.1 Incident... 5 2.1.2 Problem... 5 2.1.3 Configuration...

More information

Cisco Unified Computing Remote Management Services

Cisco Unified Computing Remote Management Services Cisco Unified Computing Remote Management Services Cisco Remote Management Services are an immediate, flexible management solution that can help you realize the full value of the Cisco Unified Computing

More information

Capacity Management PinkVERIFY

Capacity Management PinkVERIFY CAP-11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? CAP-11-G-002 Does the tool have security controls in place

More information

Release Management PinkVerify v2.1. Mandatory Criteria

Release Management PinkVerify v2.1. Mandatory Criteria Mandatory Criteria *CMDB= Configuration Management Database *CI= Configuration Item *DSL= Definitive Software Library *RFC= Request for Change *SLA= Service Level Agreement 1. Does the tool facilitate

More information

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................

More information

TimePictra Release 10.0

TimePictra Release 10.0 DATA SHEET Release 100 Next Generation Synchronization System Key Features Web-based multi-tier software architecture Comprehensive FCAPS management functions Software options for advanced FCAPS features

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

Implementing Data Models and Reports with Microsoft SQL Server

Implementing Data Models and Reports with Microsoft SQL Server Course 20466C: Implementing Data Models and Reports with Microsoft SQL Server Course Details Course Outline Module 1: Introduction to Business Intelligence and Data Modeling As a SQL Server database professional,

More information

Lavastorm Resolution Center 2.2 Release Frequently Asked Questions

Lavastorm Resolution Center 2.2 Release Frequently Asked Questions Lavastorm Resolution Center 2.2 Release Frequently Asked Questions Software Description What is Lavastorm Resolution Center 2.2? Lavastorm Resolution Center (LRC) is a flexible business improvement management

More information

Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services

Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services clarity.com The only way we can offer World Class Infocomm service is through total automation

More information

Contents UNIFIED COMPUTING DATA SHEET. Virtual Data Centre Support. www.interoute.com

Contents UNIFIED COMPUTING DATA SHEET. Virtual Data Centre Support. www.interoute.com Contents Scope of this Document... 2 Product Overview... 2 Virtual Data Centre and VDC Dedicated Infrastructure... 2 Service Levels... 3 Severity and Support Response Times... 4 On-boarding... 5 Incident

More information

Backup Exec System Recovery Management Solution 2010 FAQ

Backup Exec System Recovery Management Solution 2010 FAQ Backup Exec System Recovery Management Solution 2010 FAQ Contents Overview... 1 Supported Backup Exec System Recovery Versions and Configurations... 6 Backup Exec System Recovery Management Solution Installation

More information

Expert Reference Series of White Papers. Microsoft Service Manager Simplified

Expert Reference Series of White Papers. Microsoft Service Manager Simplified Expert Reference Series of White Papers Microsoft Service Manager Simplified info@globalknowledge.net www.globalknowledge.net Microsoft Service Manager Simplified Randy Muller, MCT, MCT Regional Lead,

More information

GENERAL PLATFORM CRITERIA. General Platform Criterion Assessment Question

GENERAL PLATFORM CRITERIA. General Platform Criterion Assessment Question GENERAL PLATFORM CRITERIA SACM-V3-G-001 Comment: Does the tool use ITIL V3 process terms and align to ITIL V3 workflows and process integrations? SACM-V3-G-002 (OGC ISS 5.1.10) Access Controls Does the

More information

SysAidTM ITIL Package Guide. Change Management, Problem Management and CMDB

SysAidTM ITIL Package Guide. Change Management, Problem Management and CMDB SysAidTM ITIL Package Guide Change Management, Problem Management and CMDB Document Updated: 10 November 2009 Introduction 2 First Chapter: Change Management 5 Chapter 2: Problem Management 33 Chapter

More information

IBM Maximo for Service Providers:

IBM Maximo for Service Providers: IBM Maximo for Service Providers: Internal and Shared Service Providers Angela C. Pitts Market Management for Service Providers apitts@us.ibm.com 2005 IBM Corporation Agenda Overview of Internal Service

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

General Platform Criterion Assessment Question

General Platform Criterion Assessment Question Purpose: [E]nsure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. (ST 4.3.1)

More information

ITPS AG. Aplication overview. DIGITAL RESEARCH & DEVELOPMENT SQL Informational Management System. SQL Informational Management System 1

ITPS AG. Aplication overview. DIGITAL RESEARCH & DEVELOPMENT SQL Informational Management System. SQL Informational Management System 1 ITPS AG DIGITAL RESEARCH & DEVELOPMENT SQL Informational Management System Aplication overview SQL Informational Management System 1 Contents 1 Introduction 3 Modules 3 Aplication Inventory 4 Backup Control

More information

Course 6331A: Deploying and Managing Microsoft System Center Virtual Machine Manager

Course 6331A: Deploying and Managing Microsoft System Center Virtual Machine Manager Course 6331A: Deploying and Managing Microsoft System Center Virtual Machine Manager Length: 3 Days Language(s): English Audience(s): IT Professionals Level: 300 Technology: Microsoft System Center Virtual

More information

VMware Service Manager: Implementing Incident Problem Management

VMware Service Manager: Implementing Incident Problem Management Delivery Methods Instructor-led training Live-online Onsite training Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System administrators Service desk managers Service desk

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

Symantec ServiceDesk 7.1

Symantec ServiceDesk 7.1 Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do

More information

IT Infrastructure Management

IT Infrastructure Management IT Infrastructure Management Server-Database Monitoring An Overview XIPHOS TECHNOLOGY SOLUTIONS PVT LIMITED 32/3L, GARIAHAT ROAD (SOUTH) KOLKATA 700 078, WEST BENGAL, INDIA WWW.XIPHOSTEC.COM Xiphos Technology

More information

Managing Change in Critical IT Infrastructure

Managing Change in Critical IT Infrastructure Managing Change in Critical IT Infrastructure David Cuthbertson Managing Director Square Mile Systems Ltd sarah.bradbury@squaremilesystems.com www.squaremilesystems.com Housekeeping Fire evacuation Toilets

More information

Cisco Unified Service Statistics Manager 8.7

Cisco Unified Service Statistics Manager 8.7 Data Sheet Cisco Unified Service Statistics Manager 8.7 Cisco Unified Communications Cisco Unified Communications solutions unify voice, video, data, and mobile applications on fixed and mobile networks,

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

Overview of Service Support & Service

Overview of Service Support & Service Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial

More information

MOC 20467B: Designing Business Intelligence Solutions with Microsoft SQL Server 2012

MOC 20467B: Designing Business Intelligence Solutions with Microsoft SQL Server 2012 MOC 20467B: Designing Business Intelligence Solutions with Microsoft SQL Server 2012 Course Overview This course provides students with the knowledge and skills to design business intelligence solutions

More information

MS 10751A - Configuring and Deploying a Private Cloud with System Center 2012

MS 10751A - Configuring and Deploying a Private Cloud with System Center 2012 MS 10751A - Configuring and Deploying a Private Cloud with System Center 2012 Description: Days: 5 Prerequisites: This course describes private cloud configuration and deployment with Microsoft System

More information

Deploying and Managing Microsoft System Center Virtual Machine Manager

Deploying and Managing Microsoft System Center Virtual Machine Manager Deploying and Managing Microsoft System Center Virtual Machine Manager Overview About this Course This three-day instructor-led course teaches students how to implement a Microsoft System Center Virtual

More information

Course Outline: Course 6331: Deploying and Managing Microsoft System Center Virtual Machine Manager Learning Method: Instructor-led Classroom Learning

Course Outline: Course 6331: Deploying and Managing Microsoft System Center Virtual Machine Manager Learning Method: Instructor-led Classroom Learning Course Outline: Course 6331: Deploying and Managing Microsoft System Center Virtual Machine Manager Learning Method: Instructor-led Classroom Learning Duration: 3.00 Day(s)/ 24 hrs Overview: This three-day

More information

Implementing Project Server 2010

Implementing Project Server 2010 Implementing Project Server 2010 Course ISI-1327 4 Days Instructor-led, Hands-on Course Description This instructor-led course will provide you with the knowledge and skills to effectively install and

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Cloud Services Catalog with Epsilon

Cloud Services Catalog with Epsilon Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these

More information

Published April 2010. Executive Summary

Published April 2010. Executive Summary Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must

More information

Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management

Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management Product Ficha de Data Producto Sheet Everything your organization needs to effectively manage your services. IT Service Management (ITSM) Customer Service Enterprise Service Management Product Description

More information

Operationalize Policies. Take Action. Establish Policies. Opportunity to use same tools and practices from desktop management in server environment

Operationalize Policies. Take Action. Establish Policies. Opportunity to use same tools and practices from desktop management in server environment Microsoft IT Systems Strategy DATACENTER APPLICATIONS Process-Led, Model-Driven Unified and Virtualized USER-CENTRICITY ServiceEnabled Basic Standardize d Rationalized Dynamic Cost center Efficient cost

More information

Service Asset & Configuration Management PinkVERIFY

Service Asset & Configuration Management PinkVERIFY -11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

Functional Area 3. Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011)

Functional Area 3. Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011) Functional Area 3 Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011) Description: Supervises activities of all applications systems analysis and programming

More information

White Paper: Establishing a Configuration Management Database Schema: A Working Model

White Paper: Establishing a Configuration Management Database Schema: A Working Model White Paper: Establishing a Configuration Management Database Schema: A Working Model Overview Introduction Prior to building a Configuration Management Database (CMDB), a schema is needed to identify

More information

Frequently Asked Questions. Secure Log Manager. Last Update: 6/25/01. 6303 Barfield Road Atlanta, GA 30328 Tel: 404.236.2600 Fax: 404.236.

Frequently Asked Questions. Secure Log Manager. Last Update: 6/25/01. 6303 Barfield Road Atlanta, GA 30328 Tel: 404.236.2600 Fax: 404.236. Frequently Asked Questions Secure Log Manager Last Update: 6/25/01 6303 Barfield Road Atlanta, GA 30328 Tel: 404.236.2600 Fax: 404.236.2626 1. What is Secure Log Manager? Secure Log Manager (SLM) is designed

More information

Request for Proposal for Application Development and Maintenance Services for XML Store platforms

Request for Proposal for Application Development and Maintenance Services for XML Store platforms Request for Proposal for Application Development and Maintenance s for ML Store platforms Annex 4: Application Development & Maintenance Requirements Description TABLE OF CONTENTS Page 1 1.0 s Overview...

More information

EnterpriseLink Benefits

EnterpriseLink Benefits EnterpriseLink Benefits GGY AXIS 5001 Yonge Street Suite 1300 Toronto, ON M2N 6P6 Phone: 416-250-6777 Toll free: 1-877-GGY-AXIS Fax: 416-250-6776 Email: axis@ggy.com Web: www.ggy.com Table of Contents

More information

The CMDB at the Center of the Universe

The CMDB at the Center of the Universe The CMDB at the Center of the Universe Reg Harbeck CA Wednesday, February 27 Session 5331 Purpose Clarify origin of CMDB concept and what it is Understand difference and equivalence between CMDB and Asset

More information

Information Technology Solutions

Information Technology Solutions Managed Services Information Technology Solutions A TBG Security Professional Services Offering LET TBG MANAGE YOUR INFRASTRUCTURE WITH CONFIDENCE: TBG S INTEGRATED IT AUTOMATION FRAMEWORK PROVIDES: Computer

More information

Product Data Sheet. www.intellectme.com www.it-corner.net

Product Data Sheet. www.intellectme.com www.it-corner.net www.intellectme.com www.it-corner.net help desk logos are registered trademarks of Automate your help desk and asset management and improve your business efficiency - Reduce expenditure on HW and SW by

More information

BMC Remedy IT Service Management 7.5.00 Concepts Guide

BMC Remedy IT Service Management 7.5.00 Concepts Guide BMC Remedy IT Service Management 7.5.00 Concepts Guide February 2009 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain

More information

A Guide to SupportDesk ITSM

A Guide to SupportDesk ITSM A Guide to SupportDesk ITSM 1 Introduction Terminology: All SupportDesk systems are built around the same default terminology. In SupportDesk ITSM, the Customer and Inventory fields have been renamed as

More information

IBM Tivoli Netcool network management solutions for enterprise

IBM Tivoli Netcool network management solutions for enterprise IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals

More information

Achieving Integrated IT Service Management

Achieving Integrated IT Service Management Achieving Integrated IT Service Management V Akihiko Sakurai (Manuscript received January 22, 2007) Increasingly, IT Infrastructure Library (ITIL) practices are being adopted to improve the quality of

More information

Freshservice Discovery Probe User Guide

Freshservice Discovery Probe User Guide Freshservice Discovery Probe User Guide 1. What is Freshservice Discovery Probe? 1.1 What details does Probe fetch? 1.2 How does Probe fetch the information? 2. What are the minimum system requirements

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save

More information

Management Plug-in (For Microsoft System Center) White Paper

Management Plug-in (For Microsoft System Center) White Paper Management Plug-in (For Microsoft System Center) Issue 02 Date 2015-04-25 HUAWEI TECHNOLOGIES CO., LTD. 2015. All rights reserved. No part of this document may be reproduced or transmitted in any form

More information

Advanced planning / change impact features

Advanced planning / change impact features IT Inventory, Space and ivity Management Automated diagramming reduces workload and errors Find any device and it s connectivity (LAN/WAN/SAN/Power) quickly Reduce cost and risk of implementing infrastructure

More information

Huawei Terminal Security Management Solution Create Enterprise Intranet Security

Huawei Terminal Security Management Solution Create Enterprise Intranet Security Huawei Terminal Security Management Solution Create Enterprise Intranet Security Terminal Security Management Solution 01 Introduction According to the third-party agencies such as the Computer Security

More information

Supporting GIS Best practices for Incident Management and Daily Operations

Supporting GIS Best practices for Incident Management and Daily Operations Supporting GIS Best practices for Incident Management and Daily Operations Shaun Collins, Project Manager Venkat Nittala, Operations Lead Agenda Introduction & History of GIS at PG&E PG&E GIS Environment

More information

Research on Operation Management under the Environment of Cloud Computing Data Center

Research on Operation Management under the Environment of Cloud Computing Data Center , pp.185-192 http://dx.doi.org/10.14257/ijdta.2015.8.2.17 Research on Operation Management under the Environment of Cloud Computing Data Center Wei Bai and Wenli Geng Computer and information engineering

More information

Information Technology Engineers Examination. Information Technology Service Manager Examination. (Level 4) Syllabus

Information Technology Engineers Examination. Information Technology Service Manager Examination. (Level 4) Syllabus Information Technology Engineers Examination Information Technology Service Manager Examination (Level 4) Syllabus Details of Knowledge and Skills Required for the Information Technology Engineers Examination

More information

Intelligent Infrastructure Management System (IIMS)

Intelligent Infrastructure Management System (IIMS) Intelligent Infrastructure Management System (IIMS) Introduction The requirements of today s rapidly growing and changing enterprise infrastructures are no longer fully satisfied by traditional process-based

More information

Strategic Briefing Data Center Management & Automation

Strategic Briefing Data Center Management & Automation Strategic Briefing Data Center & Automation Contents Why is Data Center & Automation (DCMA) so important? 2 The Solution Pathway: Data Center and Automation 2 Identifying and Addressing the Challenges

More information

Integration Technologies Group (ITG) ITIL V3 Service Asset and Configuration Management Assessment Robert R. Vespe Page 1 of 19

Integration Technologies Group (ITG) ITIL V3 Service Asset and Configuration Management Assessment Robert R. Vespe Page 1 of 19 Service Asset and Configuration 1. Does the tool facilitate the registration and management of an organization s logical, physical and virtual Configuration Items (CIs)? For example, services, systems,

More information

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................

More information

CA Service Catalog r12

CA Service Catalog r12 PRODUCT BRIEF: CA SERVICE CATALOG CA Service Catalog r12 CA SERVICE CATALOG PROVIDES A CENTRALIZED LOCATION OF AVAILABLE SERVICES THAT DESCRIBES THESE SERVICES IN BUSINESS TERMS. IT OFFERS A SELF-SERVICE

More information

The Next generation Network Management solution

The Next generation Network Management solution The Next generation Network Management solution August 2012 AGENDA 1. The Problem: IT is struggling to cope 2. The Solution: Automating Unified Management 3. 8770 Application Suite Overview 4. Ordering

More information

Kaseya IT Automation Framework

Kaseya IT Automation Framework Kaseya Kaseya IT Automation Framework An Integrated solution designed for reducing complexity while increasing productivity for IT Professionals and Managed Service Providers. The powerful, web-based automation

More information

Fujitsu Private Cloud Customer Service Description

Fujitsu Private Cloud Customer Service Description Fujitsu Private Cloud Customer Service Description Fujitsu Private Cloud forms part of Fujitsu Hybrid IT portfolio to address the full range of Customers requirements and business needs by providing agility

More information

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. SERVICES BRONZE

More information

InstaFile. Complete Document management System

InstaFile. Complete Document management System InstaFile Complete Document management System Index : About InstaFile 1.1 What is InstaFile 1.2 How does it work 1.3 Where you can use InstaFile 1.4 Why only InstaFile InstaFile features and benefits Start

More information

Assistant Information Technology Specialist. X X X software related to database development and administration Computer platforms and

Assistant Information Technology Specialist. X X X software related to database development and administration Computer platforms and FUNCTIONAL AREA 5 Database Administration (DBA) Incumbents in this functional area plan, design, develop, test, implement, secure, and administer database systems. Database Administration applies to all

More information

Red Hat Network Satellite Management and automation of your Red Hat Enterprise Linux environment

Red Hat Network Satellite Management and automation of your Red Hat Enterprise Linux environment Red Hat Network Satellite Management and automation of your Red Hat Enterprise Linux environment WHAT IS IT? Red Hat Network (RHN) Satellite server is an easy-to-use, advanced systems management platform

More information

Red Hat Satellite Management and automation of your Red Hat Enterprise Linux environment

Red Hat Satellite Management and automation of your Red Hat Enterprise Linux environment Red Hat Satellite Management and automation of your Red Hat Enterprise Linux environment WHAT IS IT? Red Hat Satellite server is an easy-to-use, advanced systems management platform for your Linux infrastructure.

More information

Microsoft Cloud & Datacenter Monitoring with System Center Operations Manager

Microsoft Cloud & Datacenter Monitoring with System Center Operations Manager 1800 ULEARN (853 276) www.ddls.com.au Microsoft 10964 - Cloud & Datacenter Monitoring with System Center Operations Manager Length 5 days Price $4169.00 (inc GST) Version C Overview This course equips

More information

ManageEngine ServiceDesk Plus - MSP Training Agenda

ManageEngine ServiceDesk Plus - MSP Training Agenda ManageEngine ServiceDesk Plus - MSP Training Agenda Introduction Target Audience Who Should Attend Course Objectives Course Agenda 1. Introduction : This document outlines the training plan for ManageEngine

More information

ITSMF UK. 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom. Tel: +44 (0) 118 918 6500 Fax: +44 (0) 118 969 9749

ITSMF UK. 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom. Tel: +44 (0) 118 918 6500 Fax: +44 (0) 118 969 9749 ITSMF UK 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom Tel: +44 (0) 118 918 6500 Fax: +44 (0) 118 969 9749 Lance Mitchell Allen Systems Group ITSM and the Cloud Are cloud implementations

More information

Seamless Dynamic Web Reporting with SAS D.J. Penix, Pinnacle Solutions, Indianapolis, IN

Seamless Dynamic Web Reporting with SAS D.J. Penix, Pinnacle Solutions, Indianapolis, IN Seamless Dynamic Web Reporting with SAS D.J. Penix, Pinnacle Solutions, Indianapolis, IN ABSTRACT The SAS Business Intelligence platform provides a wide variety of reporting interfaces and capabilities

More information

Using Microsoft System Center Service Manager 2012 for IT Analysts Course 55022A; 2 Days, Instructor-led

Using Microsoft System Center Service Manager 2012 for IT Analysts Course 55022A; 2 Days, Instructor-led Using Microsoft System Center Service Manager 2012 for IT Analysts Course 55022A; 2 Days, Instructor-led Course Description This two-day instructor-led course provides participants with knowledge and skills

More information

MANAGEMENT AND ORCHESTRATION WORKFLOW AUTOMATION FOR VBLOCK INFRASTRUCTURE PLATFORMS

MANAGEMENT AND ORCHESTRATION WORKFLOW AUTOMATION FOR VBLOCK INFRASTRUCTURE PLATFORMS VCE Word Template Table of Contents www.vce.com MANAGEMENT AND ORCHESTRATION WORKFLOW AUTOMATION FOR VBLOCK INFRASTRUCTURE PLATFORMS January 2012 VCE Authors: Changbin Gong: Lead Solution Architect Michael

More information

Commercial Software Licensing

Commercial Software Licensing Commercial Software Licensing CHAPTER 10: (ITAM) Software Asset Management (SAM) Prepared by DoD ESI January 2013 Chapter Overview (ITAM) and Software Asset Management (SAM) allow for a complete and accurate

More information

BSM for IT Governance, Risk and Compliance: NERC CIP

BSM for IT Governance, Risk and Compliance: NERC CIP BSM for IT Governance, Risk and Compliance: NERC CIP Addressing NERC CIP Security Program Requirements SOLUTION WHITE PAPER Table of Contents INTRODUCTION...................................................

More information

Copyright 2011 - bizagi

Copyright 2011 - bizagi Copyright 2011 - bizagi 1. Process Automation with bizagi... 3 Description... 3 Objectives... 3 Target Audience Profile... 4 Duration... 4 2. Part I Basic concepts to build a bizagi solution... 5 Description...

More information