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

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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

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