iet ITSM: Comprehensive Solution for Continual Service Improvement

Size: px
Start display at page:

Download "iet ITSM: Comprehensive Solution for Continual Service Improvement"

Transcription

1 D ATA S H E E T iet ITSM: I T I L V 3 I n n o v at i v e U s e o f B e s t P ra c t i c e s ITIL v3 is the crrent version of the IT Infrastrctre Library. The focs of ITIL v3 is on the alignment of IT Services with bsiness processes in order to maximize bsiness vale. To achieve this goal, a Service Lifecycle has been set p that covers the following disciplines: Service Strategy, Service Design, Service Transition, Service Operation and Continal Service Improvement. iet ITSM is bilt from the grond p on ITIL and is closely aligned with the core of ITIL v3. In addition to the Service Spport and Service Delivery processes, iet ITSM incldes newlydefined processes sch as Service Catalog Management, Knowledge Management, and Reqest Flfillment. One of the top ITIL v3 governing principles is Continal Service Improvement, which helps manage improvements throghot the entire Service Lifecycle. iet Soltions offers excellent analytical capabilities for the Continal Service Improvement process by retrieving operational data from iet ITSM and allowing both performance metrics and process exection review in a single tool. iet Soltions has been awarded with certifications from the OGC, now part of the Cabinet Office, the APM Grop, the glenfispassed and the PinkVERIFY 3.1 certification for 12 ITIL processes. The IT Service Management soltion, iet ITSM, is flly bilt arond ITIL best practices. Or soltion set for IT Service Management, CMDB/CMS, software asset management and process optimization delivers proactive service environment to qickly resolve incidents and redce downtime, integrated, enterprise-wide view of bsiness services, IT services & infrastrctre, IT that is integrated with bsiness goals, as well as cstomer-oriented services, vale to bsiness processes by identifying weaknesses and optimization potential, controlled, error-free changes in services & infrastrctre aligned with compliance reglations, ability to qickly realize significant cost savings within software portfolio, proactive assrance of license compliance and mitigation of adit risk. For detailed information abot or soltion offerings please visit

2 Incident Management (Service Desk) Receive and prioritize incidents SLA (Service Level Agreement) timeline to show resoltion progress Classification by service and technical category Create templates Reactivate closed incidents Associate sperior incidents (parent/child) Link incidents to problems, change reqests and configration items (CIs) Graphical visalization of affected CIs Access soltions in the knowledge database, search by category and/or key word Reqest Flfillment Reqest or cancel any IT service: hardware, software, access rights, data recovery Warehosing: book-in and book-ot of IT services Atomatic creation of incidents, changes and CIs based on type of service reqest Atomatic initiation of workflows based on type of service reqest Approval & flfillment processes, based on signing permissions and bdget athority Self-Service Access for end sers, cstomers and partners/vendors Log and track stats of incidents, change reqests and service reqests Access to own CIs Maintain and edit ser profile Online interaction with Service Desk representatives Fll text search, FAQs, and access to knowledge management database News-ticker and whiteboard for crrent news Mlti-langage spport Page 2

3 Knowledge Management Atomatically import entries from incident and problem management Prioritize soltions Set expiration dates Edit, pblish knowledge database entries Assess qality of soltion entries Embed mlti-media elements, video storage, graphics, links Problem Management Log and prioritize problems SLA timeline to show resoltion progress Graphical visalization of affected CIs Classify by service and technical category Atomatically transfer workaronds to knowledge management database Docment workaronds and known errors Link to related incidents, change reqests and CIs Change Management Prioritize and log change reqests SLA timeline to show resoltion progress Graphical visalization of affected CIs Classify by service Create templates Mlti-level athorization process: parallel or seqential Electronic signatre for athorization Add back-ot plan Forward schedle of change, view maintenance windows Link to incidents, problems, releases and CIs Impact analysis Process monitoring (graphical workflow editor) Page 3

4 Release and Deployment Management Store, maintain, prioritize and track the stats of releases Store and maintain rollots Graphical visalization of affected CIs Create templates Mlti-level athorization process: parallel or seqential Electronic signatre for athorization Add existing change reqests to a release Link to CIs Service Asset and Configration Management Create and maintain CMDB and Configration Management System (CMS) Gather data abot IT assets with iet CMS site Import and compare variances between the IT infrastrctre and CMDB data sing the iet CMS site Batch generation and maintenance of CIs Maintain system CIs/shared services: link CI spporting varios services to mltiple cstomers Define and maintain components and attribtes of CIs Entitlement concept for attribtes, e.g. for related cost Add back-p relations for CIs Create templates User cross reference History of incidents, problems, changes, releases and availability Graphical display of CIs inclding their relations, write CIs back to CMDB Create baseline Baseline comparison with different versions Service Portfolio Management Create service portfolio inclding service hierarchy for strctred presentation of services Lifecycle view of service portfolio offerings Assign attribtes to services Page 4

5 Service Catalog Management Administration and management of the service catalog Separate between technical service catalog (IT point of view) & bsiness service catalog (cstomer point of view) Shopping Cart: integration of service catalog with service reqest process Service Level Management Manage contracts: service level agreements, operational level agreements, nderpinning contracts Bild cstomer-specific SLAs based on services, CIs, contacts and/or locations Track cstomer-specific pricing agreements for service-based billing Penalty management Set individal milestones Validation check Calendar comparison (work hors, holidays, etc.) Availability Management Calclate downtime of CIs and service availability logged in incident, problem and change management Colored coding of CI availability in incident, problem and change management Consideration of defined vales when calclating availability, e.g. maintenance windows back-p systems affected sers service impact Comparison of actal vales with SLA-agreements Graphical visalization of CI downtimes Assessment of mean time to repair (MTTR) & mean time between failre (MTBF) Failre log Page 5

6 Event Management Event design and management, inclding bsiness-related rles Generation of events based on monitoring system data Generation of events based on , fax and file otpt Atomatic fill-ot of templates based on event type Atomatic generation of incidents based on event type Financial Management Cost control Management of cost per CI Management of labor cost Management of cost type Comparison of cost with service sevel agreement revenes Spplier Management/Accont Management Location/address management Electronic address book for accont contacts Cstomer/vendor profile Contact profile History Detailed master data Sperior Fnctionality for all Processes Administration User-cstomizable dashboards to gain insight of the most important information User-cstomizable charts Data drill-down Diary entries History Cstomizable notification management Cstomizable escalation mechanism Cstomizable, atomated workflows Page 6

7 Action Management / Action plans Define and maintain process related action plans To-do lists Grop and ser concept Processing stats Resorce planning System atomatic actions based on pre-defined action plans Fnctional Administration Cstomizable priority management Role-based privileges down to the field level Manage content of pll-down mens Fll Text Search Search across all processes to which the ser has access Search on internal and external databases Advanced search operators (and, or, not etc.) Reports and Analysis Standard reports Cstomizable analysis, spport for Crystal Reports Ad-hoc reports Graphical and list based analysis Continal Service Improvement with iet Process Analyzer Measre key performance indicators Weak point analysis Bsiness process optimization Graphical visalization of actal processes Performance dashboards Page 7

8 Software Asset Management with iet License Entitlement Center Manage ser right considering contractal agreements in effect atomatic (XML/SOAP), semi-atomatic (CSV) or manal entry of license data Mapping of software license types (per device, ser, named ser, concrrent ser, processor, company wide, MIPS etc.) pre-defined reports inclding dynamic generation of pdf-files License cockpit as management console: intitive graphical visalization of key indicators Technology Smart client based on Microsoft.NET Framework 4 Highly scalable Open data model Easy adaption sing the graphical developer s environment iet Developer s Stdio Spport of common databases sch as SQL and Oracle API-interface Integration of 3rd party software (SMS/Pager, , Fax, ERP etc.) Integration of mobile devices Integration of compter telephony Mlti-client capability Mlti browser spport (Internet Explorer, Firefox, Safari) Web load balancing ABOUT iet SOLUTIONS iet Soltions, a division of UNICOM Global, is a leading global spplier of service management and software asset management soltions. With the help of a flexible set of software sites, iet Soltions allows its cstomers to flfill compliance reqire ments, mitigate adit risks and realize bsiness vale by managing, atomating and continally improving their services. Or IT service management soltion, iet ITSM, is flly bilt arond ITIL best practices. iet Soltions has been awarded with certifications from the OGC, now part of the Cabinet Office, the APM Grop, the glenfispassed and the PinkVERIFY 3.1 certifica tion for 12 ITIL processes. Add-on-software is available to manage the IT infra - strctre (CMS/CMDB), licenses and entitlements as well as for process analysis and optimization. More than 600 companies in 26 contries benefit from the iet Soltions software offerings. Locations Worldwide Headqarters iet Soltions, LLC 25 Dan Road Canton, MA 02021, USA Phone: Eropean Headqarters iet Soltions GmbH Hmboldtstr Aschheim, Germany Phone: Fax: UK Headqarters iet Soltions Macro 4 Limited The Orangery Trners Hill Road Worth, Crawley West Sssex RH10 4SS, United Kingdom Phone: iet Soltions. All right reserved. iet and the iet Soltions logo are Registered Trademarks of iet Soltions, LLC. All other brands or prodcts are trademarks or registered trademarks of their respective holders and shold be treated as sch. ITIL is a Registered Trade Mark, and a Registered Commnity Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. Page 8

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views. DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,

More information

Best Practices in Change Management WHITE PAPER

Best Practices in Change Management WHITE PAPER Best Practices in Change Management WHITE PAPER Table of Contents Change Management and Release Management 3 Change Management and Configuration Management 3 The Change Management Process 4 Assessing and

More information

High Availability for Internet Information Server Using Double-Take 4.x

High Availability for Internet Information Server Using Double-Take 4.x High Availability for Internet Information Server Using Doble-Take 4.x High Availability for Internet Information Server Using Doble-Take 4.x pblished April 2000 NSI and Doble-Take are registered trademarks

More information

High Availability for Microsoft SQL Server Using Double-Take 4.x

High Availability for Microsoft SQL Server Using Double-Take 4.x High Availability for Microsoft SQL Server Using Doble-Take 4.x High Availability for Microsoft SQL Server Using Doble-Take 4.x pblished April 2000 NSI and Doble-Take are registered trademarks of Network

More information

Accelerated Implementation Model

Accelerated Implementation Model ABOUT US SALES CLOUD SOLUTION CLIENT SUCCESS STORIES Accelerated Implementation Model Sales Clod implementation Fastest ROI - delivered in as few as 60-90 days Three implementation plan options Terillim

More information

Appraisal Firewall 1.0. Appraisal Revolution. powered by Appraisal Firewall DATA FACTS WHITE PAPER SERIES

Appraisal Firewall 1.0. Appraisal Revolution. powered by Appraisal Firewall DATA FACTS WHITE PAPER SERIES Appraisal Firewall 1.0 Appraisal Revoltion powered by Appraisal Firewall DATA FACTS WHITE PAPER SERIES The Technology Standard Appraisal Revoltion, powered by Appraisal Firewall technology maximizes yor

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

Planning and Implementing An Optimized Private Cloud

Planning and Implementing An Optimized Private Cloud W H I T E PA P E R Intelligent HPC Management Planning and Implementing An Optimized Private Clod Creating a Clod Environment That Maximizes Yor ROI Planning and Implementing An Optimized Private Clod

More information

Designing and Deploying File Servers

Designing and Deploying File Servers C H A P T E R 2 Designing and Deploying File Servers File servers rnning the Microsoft Windows Server 2003 operating system are ideal for providing access to files for sers in medim and large organizations.

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

Planning a Managed Environment

Planning a Managed Environment C H A P T E R 1 Planning a Managed Environment Many organizations are moving towards a highly managed compting environment based on a configration management infrastrctre that is designed to redce the

More information

Planning a Smart Card Deployment

Planning a Smart Card Deployment C H A P T E R 1 7 Planning a Smart Card Deployment Smart card spport in Microsoft Windows Server 2003 enables yo to enhance the secrity of many critical fnctions, inclding client athentication, interactive

More information

Effective governance to support medical revalidation

Effective governance to support medical revalidation Effective governance to spport medical revalidation A handbook for boards and governing bodies This docment sets ot a view of the core elements of effective local governance of the systems that spport

More information

Media Pack 2016. the SOLICITORS group. See inside for the full range of routes to market in the legal sector. the SOLICITORS.

Media Pack 2016. the SOLICITORS group. See inside for the full range of routes to market in the legal sector. the SOLICITORS. grop grop Media Pack 2016 See inside for fll range of rotes to market in legal sector Exhibitions EXHIBITION & CONFERENCE Exhibiting with grop is one of most effective ways to meet potential new clients

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

Enabling Advanced Windows Server 2003 Active Directory Features

Enabling Advanced Windows Server 2003 Active Directory Features C H A P T E R 5 Enabling Advanced Windows Server 2003 Active Directory Featres The Microsoft Windows Server 2003 Active Directory directory service enables yo to introdce advanced featres into yor environment

More information

9 Setting a Course: Goals for the Help Desk

9 Setting a Course: Goals for the Help Desk IT Help Desk in Higher Edcation ECAR Research Stdy 8, 2007 9 Setting a Corse: Goals for the Help Desk First say to yorself what yo wold be; and then do what yo have to do. Epictets Key Findings Majorities

More information

10 Evaluating the Help Desk

10 Evaluating the Help Desk 10 Evalating the Help Desk The tre measre of any society is not what it knows bt what it does with what it knows. Warren Bennis Key Findings Help desk metrics having to do with demand and with problem

More information

Firewall Feature Overview

Firewall Feature Overview PALO ALTO NETWORKS: Firewall Featre Overview Firewall Featre Overview Palo Alto Networks family of next generation firewalls delivers nprecedented visibility and control of applications, sers and content

More information

Deploying Network Load Balancing

Deploying Network Load Balancing C H A P T E R 9 Deploying Network Load Balancing After completing the design for the applications and services in yor Network Load Balancing clster, yo are ready to deploy the clster rnning the Microsoft

More information

The Time is Now for Stronger EHR Interoperability and Usage in Healthcare

The Time is Now for Stronger EHR Interoperability and Usage in Healthcare The Time is Now for Stronger EHR Interoperability and Usage in Healthcare Sponsored by Table of Contents 03 Stdy: Large Nmber of EHRs Do Not Meet Usability Standards 05 Black Book: EHR Satisfaction Growing

More information

BIS - Overview and basic package V2.5

BIS - Overview and basic package V2.5 Engineered Soltions BIS - Overview and basic package V2.5 BIS - Overview and basic package V2.5 www.boschsecrity.com Complete enterprise management for efficient, integrated bilding and secrity management

More information

MVM-BVRM Video Recording Manager v2.22

MVM-BVRM Video Recording Manager v2.22 Video MVM-BVRM Video Recording Manager v2.22 MVM-BVRM Video Recording Manager v2.22 www.boschsecrity.com Distribted storage and configrable load balancing iscsi disk array failover for extra reliability

More information

Upgrading Windows NT 4.0 Domains to Windows Server 2003 Active Directory

Upgrading Windows NT 4.0 Domains to Windows Server 2003 Active Directory C H A P T E R 8 Upgrading Windows NT 4.0 Domains to Windows Server 2003 Active Directory Upgrading yor domains from Microsoft Windows NT 4.0 to Windows Server 2003 Active Directory directory service enables

More information

Data Analytics: Turning Data Into Decision Making

Data Analytics: Turning Data Into Decision Making Data Analytics: Trning Data Into Decision Making Overview Defense Finance and Acconting Service (DFAS) Data Analytics Strategy and the Balanced Scorecard Operational Excellence 2 DFAS: Who We Are We Are

More information

8 Service Level Agreements

8 Service Level Agreements 8 Service Level Agreements Every organization of men, be it social or political, ltimately relies on man s capacity for making promises and keeping them. Hannah Arendt Key Findings Only abot 20 percent

More information

The bintec HotSpot Solution. Convenient internet access anywhere

The bintec HotSpot Solution. Convenient internet access anywhere The bintec HotSpot Soltion Convenient internet access anywhere Convenient internet access for all kinds of spaces Today s internet sers are freqently on the go. They expect to have internet access on their

More information

Our business is to help you take care of your business. Throgmorton Outsourcing Services. HR Services Payroll Immigration Health & Safety

Our business is to help you take care of your business. Throgmorton Outsourcing Services. HR Services Payroll Immigration Health & Safety Or bsiness is to help yo take care of yor bsiness Throgmorton Otsorcing Services HR Services Payroll Immigration Health & Safety Hman Resorces Throgmorton is dedicated to providing HR spport for bsinesses

More information

EMC Storage Analytics

EMC Storage Analytics EMC Storage Analytics Version 2.1 Installation and User Gide 300-014-858 09 Copyright 2013 EMC Corporation. All rights reserved. Pblished in USA. Pblished December, 2013 EMC believes the information in

More information

EMC ViPR Analytics Pack for VMware vcenter Operations Management Suite

EMC ViPR Analytics Pack for VMware vcenter Operations Management Suite EMC ViPR Analytics Pack for VMware vcenter Operations Management Site Version 1.1.0 Installation and Configration Gide 302-000-487 01 Copyright 2013-2014 EMC Corporation. All rights reserved. Pblished

More information

BIS - Overview and basic package V4.0

BIS - Overview and basic package V4.0 Engineered Soltions BIS - Overview and basic package V4.0 BIS - Overview and basic package V4.0 www.boschsecrity.com Complete enterprise management for efficient, integrated bilding and secrity management

More information

Introducing Revenue Cycle Optimization! STI Provides More Options Than Any Other Software Vendor. ChartMaker Clinical 3.7

Introducing Revenue Cycle Optimization! STI Provides More Options Than Any Other Software Vendor. ChartMaker Clinical 3.7 Introdcing Revene Cycle Optimization! STI Provides More Options Than Any Other Software Vendor ChartMaker Clinical 3.7 2011 Amblatory EHR + Cardiovasclar Medicine + Child Health STI Provides More Choices

More information

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3.

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3. LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional

More information

Building Trust How Banks are Attracting and Retaining Business Clients With Institutional Money Fund Portals

Building Trust How Banks are Attracting and Retaining Business Clients With Institutional Money Fund Portals Bilding Trst How Banks are Attracting and Retaining Bsiness Clients With Instittional Money Fnd Portals By George Hagerman, Fonder and CEO, CacheMatrix Holdings, LLC C ompetitive pressres are driving innovation

More information

aééäçóáåö=táåççïë= péêîéê=ommp=oéöáçå~ä= açã~áåë

aééäçóáåö=táåççïë= péêîéê=ommp=oéöáçå~ä= açã~áåë C H A P T E R 7 aééäçóáåö=táåççïë= péêîéê=ommp=oéöáçå~ä= açã~áåë Deploying Microsoft Windows Server 2003 s involves creating new geographically based child domains nder the forest root domain. Deploying

More information

LANDesk Service Desk. Outstanding IT Service Management Made Easy

LANDesk Service Desk. Outstanding IT Service Management Made Easy LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT

More information

CRM Customer Relationship Management. Customer Relationship Management

CRM Customer Relationship Management. Customer Relationship Management CRM Cstomer Relationship Management Kenneth W. Thorson Tax Commissioner Virginia Department of Taxation Discssion Areas TAX/AMS Partnership Project Backgrond Cstomer Relationship Management Secre Messaging

More information

Bosch Security Training Academy Training Course Catalogue 2015. uk.boschsecurity.com

Bosch Security Training Academy Training Course Catalogue 2015. uk.boschsecurity.com Bosch Secrity Training Academy Training Corse Cataloge 2015 k.boschsecrity.com 2 Bosch Secrity Training Academy Training Corses 2015 Bosch Secrity Training Academy Training Corses 2015 3 Contents Enqiries

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

Planning an Active Directory Deployment Project

Planning an Active Directory Deployment Project C H A P T E R 1 Planning an Active Directory Deployment Project When yo deploy the Microsoft Windows Server 2003 Active Directory directory service in yor environment, yo can take advantage of the centralized,

More information

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk. software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to

More information

STI Has All The Pieces Hardware Software Support

STI Has All The Pieces Hardware Software Support STI Has All The Pieces Hardware Software Spport STI has everything yo need for sccessfl practice management, now and in the ftre. The ChartMaker Medical Site Incldes: Practice Management/Electronic Billing,

More information

GUIDELINE. Guideline for the Selection of Engineering Services

GUIDELINE. Guideline for the Selection of Engineering Services GUIDELINE Gideline for the Selection of Engineering Services 1998 Mission Statement: To govern the engineering profession while enhancing engineering practice and enhancing engineering cltre Pblished by

More information

Position paper smart city. economics. a multi-sided approach to financing the smart city. Your business technologists.

Position paper smart city. economics. a multi-sided approach to financing the smart city. Your business technologists. Position paper smart city economics a mlti-sided approach to financing the smart city Yor bsiness technologists. Powering progress From idea to reality The hman race is becoming increasingly rbanised so

More information

Designing an Authentication Strategy

Designing an Authentication Strategy C H A P T E R 1 4 Designing an Athentication Strategy Most organizations need to spport seamless access to the network for mltiple types of sers, sch as workers in offices, employees who are traveling,

More information

ORACLE IT SERVICE MANAGEMENT SUITE

ORACLE IT SERVICE MANAGEMENT SUITE ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS

More information

Motorola Reinvents its Supplier Negotiation Process Using Emptoris and Saves $600 Million. An Emptoris Case Study. Emptoris, Inc. www.emptoris.

Motorola Reinvents its Supplier Negotiation Process Using Emptoris and Saves $600 Million. An Emptoris Case Study. Emptoris, Inc. www.emptoris. Motorola Reinvents its Spplier Negotiation Process Using Emptoris and Saves $600 Million An Emptoris Case Stdy Emptoris, Inc. www.emptoris.com VIII-03/3/05 Exective Smmary With the disastros telecommnication

More information

VRM Video Recording Manager

VRM Video Recording Manager Video VRM Video Recording Manager VRM Video Recording Manager www.boschsecrity.com Distribted storage and configrable load balancing iscsi disk array failover for extra reliability Used with all Bosch

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

NAPA TRAINING PROGRAMS FOR:

NAPA TRAINING PROGRAMS FOR: NAPA TRAINING PROGRAMS FOR: Employees Otside Sales Store Managers Store Owners See NEW ecatalog Inside O V E R V I E W 2010_StoreTrainingBrochre_SinglePg.indd 1 5/25/10 12:39:32 PM Welcome 2010 Store Training

More information

VRM Video Recording Manager v3.0

VRM Video Recording Manager v3.0 Video VRM Video Recording Manager v3.0 VRM Video Recording Manager v3.0 www.boschsecrity.com Distribted storage and configrable load balancing iscsi disk array failover for extra reliability Used with

More information

EMC Smarts SAM, IP, ESM, MPLS, VoIP, and NPM Managers

EMC Smarts SAM, IP, ESM, MPLS, VoIP, and NPM Managers EMC Smarts SAM, IP, ESM, MPLS, VoIP, and NPM Managers Version 9.2.2 Spport Matrix 302-000-357 REV 02 Copyright 2013 EMC Corporation. All rights reserved. Pblished in USA. Pblished December, 2013 EMC believes

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

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

Galvin s All Things Enterprise

Galvin s All Things Enterprise Galvin s All Things Enterprise The State of the Clod, Part 2 PETER BAER GALVIN Peter Baer Galvin is the CTO for Corporate Technologies, a premier systems integrator and VAR (www.cptech. com). Before that,

More information

Member of the NKT Group. We connect renewable energy sources. Onshore, offshore and photovoltaic

Member of the NKT Group. We connect renewable energy sources. Onshore, offshore and photovoltaic Member of the NKT Grop We connect renewable energy sorces Onshore, offshore and photovoltaic Completing the pictre www.nktcables.com We connect renewable energy sorces These days, renewable and clean energies

More information

3 Building Blocks Of Optimized Price & Promotion Strategies

3 Building Blocks Of Optimized Price & Promotion Strategies 3 Bilding Blocks Of Optimized Price & Promotion Strategies Boosting Brand Loyalty And Profits With Visal Analytics Sponsored by E-book Table of contents Introdction... 3 Consolidate And Analyze Data From

More information

Isilon OneFS. Version 7.1. Backup and recovery guide

Isilon OneFS. Version 7.1. Backup and recovery guide Isilon OneFS Version 7.1 Backp and recovery gide Copyright 2013-2014 EMC Corporation. All rights reserved. Pblished in USA. Pblished March, 2014 EMC believes the information in this pblication is accrate

More information

ITIL: Service Transition

ITIL: Service Transition Management of IT Environment (6) Riadenie IT prostredia ITIL: Service Transition Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice 1 Content Service Transition Goal, inputs and outputs,

More information

CRM Customer Relationship Management. Customer Relationship Management

CRM Customer Relationship Management. Customer Relationship Management CRM Cstomer Relationship Management Farley Beaton Virginia Department of Taxation Discssion Areas TAX/AMS Partnership Project Backgrond Cstomer Relationship Management Secre Messaging Lessons Learned 2

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

11 Success of the Help Desk: Assessing Outcomes

11 Success of the Help Desk: Assessing Outcomes 11 Sccess of the Help Desk: Assessing Otcomes I dread sccess... I like a state of continal becoming, with a goal in front and not behind. George Bernard Shaw Key Findings Respondents help desks tend to

More information

EMC VNX Series. EMC Secure Remote Support for VNX. Version VNX1, VNX2 300-014-340 REV 03

EMC VNX Series. EMC Secure Remote Support for VNX. Version VNX1, VNX2 300-014-340 REV 03 EMC VNX Series Version VNX1, VNX2 EMC Secre Remote Spport for VNX 300-014-340 REV 03 Copyright 2012-2014 EMC Corporation. All rights reserved. Pblished in USA. Pblished Jly, 2014 EMC believes the information

More information

PQI - Your New Business Intelligence Platform

PQI - Your New Business Intelligence Platform 1. Key Performance Indicators (KPIs) 2. Portfolio Qality Index (PQI) 3. Tools & Technology 4. Panel discssion PQI - Yor New Bsiness Intelligence Platform Simon George Director, Corporate Real Estate Redhat

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview

More information

EMC VNX Series Setting Up a Unisphere Management Station

EMC VNX Series Setting Up a Unisphere Management Station EMC VNX Series Setting Up a Unisphere Management Station P/N 300-015-123 REV. 02 April, 2014 This docment describes the different types of Unisphere management stations and tells how to install and configre

More information

A taxonomy of knowledge management software tools: origins and applications

A taxonomy of knowledge management software tools: origins and applications Evalation and Program Planning 25 2002) 183±190 www.elsevier.com/locate/evalprogplan A taxonomy of knowledge management software tools: origins and applications Peter Tyndale* Kingston University Bsiness

More information

5 High-Impact Use Cases of Big Data Analytics for Optimizing Field Service Processes

5 High-Impact Use Cases of Big Data Analytics for Optimizing Field Service Processes 5 High-Impact Use Cases of Big Analytics for Optimizing Field Service Processes Improving Field Service Efficiency and Maximizing Eqipment Uptime with Big Analytics and Machine Learning Field Service Profitability

More information

Tools to help Historically Black Colleges & Universities make the most of their brand, website & marketing campaigns

Tools to help Historically Black Colleges & Universities make the most of their brand, website & marketing campaigns Tools to help Historically Black Colleges & Universities make the most of their brand, website & marketing campaigns A service of vitalink, Universal Printing and AndiSites Universities are challenged

More information

MANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records?

MANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? 2. Does the tool provide a pre-defined list of services which can be requested

More information

Form M-1 Report for Multiple Employer Welfare Arrangements (MEWAs) and Certain Entities Claiming Exception (ECEs)

Form M-1 Report for Multiple Employer Welfare Arrangements (MEWAs) and Certain Entities Claiming Exception (ECEs) U.S. Department of Labor Employee Benefits Secrity Administration Room N5511 200 Constittion Avene, NW Washington, DC 20210 P-450 Form M-1 Report for Mltiple Employer Welfare Arrangements (MEWAs) and Certain

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

ITIL V3 Service Lifecycle Key Inputs and Outputs

ITIL V3 Service Lifecycle Key Inputs and Outputs ITIL V3 Lifecycle & ITIL V3 Lifecycle Key 1 ITIL V3 Lifecycle & Use Material Complying with all applicable copyright laws is responsibility user No part this document may be reproduced, stored in or introduced

More information

A guide to safety recalls in the used vehicle industry GUIDE

A guide to safety recalls in the used vehicle industry GUIDE A gide to safety recalls in the sed vehicle indstry GUIDE Definitions Aftermarket parts means any prodct manfactred to be fitted to a vehicle after it has left the vehicle manfactrer s prodction line.

More information

TUESDAY, OCTOBER 6 WEDNESDAY, OCTOBER 7

TUESDAY, OCTOBER 6 WEDNESDAY, OCTOBER 7 TUESDAY, OCTOBER 6 Golf Oting 12:30 p.m. (shotgn start) Registration 2 6 p.m. WEDNESDAY, OCTOBER 7 Registration Desk 7 10 a.m. Continental Breakfast 7:30 8:30 a.m. General Session 8:30 9:30 a.m. Spotlight

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

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

The Quality of the Work Experience

The Quality of the Work Experience The Qality of the Work Experience Measring the Effectiveness of Yor Total Rewards Strategy Thomas J. McCoy Employee Institte Increasing vale throgh engagement 1 Employee Institte In the prodctivity bsiness

More information

EMC ViPR. Concepts Guide. Version 1.1.0 302-000-482 02

EMC ViPR. Concepts Guide. Version 1.1.0 302-000-482 02 EMC ViPR Version 1.1.0 Concepts Gide 302-000-482 02 Copyright 2013-2014 EMC Corporation. All rights reserved. Pblished in USA. Pblished Febrary, 2014 EMC believes the information in this pblication is

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

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

Executive Coaching to Activate the Renegade Leader Within. Renegades Do What Others Won t To Get the Results that Others Don t

Executive Coaching to Activate the Renegade Leader Within. Renegades Do What Others Won t To Get the Results that Others Don t Exective Coaching to Activate the Renegade Leader Within Renegades Do What Others Won t To Get the Reslts that Others Don t Introdction Renegade Leaders are a niqe breed of leaders. The Renegade Leader

More information

Apache Hadoop. The Scalability Update. Source of Innovation

Apache Hadoop. The Scalability Update. Source of Innovation FILE SYSTEMS Apache Hadoop The Scalability Update KONSTANTIN V. SHVACHKO Konstantin V. Shvachko is a veteran Hadoop developer. He is a principal Hadoop architect at ebay. Konstantin specializes in efficient

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

CA Service Desk On-Demand

CA Service Desk On-Demand PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.

More information

Introduction to HBase Schema Design

Introduction to HBase Schema Design Introdction to HBase Schema Design Amandeep Khrana Amandeep Khrana is a Soltions Architect at Clodera and works on bilding soltions sing the Hadoop stack. He is also a co-athor of HBase in Action. Prior

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

Standard. 8029HEPTA DataCenter. Because every fraction of a second counts. network synchronization requiring minimum space. hopf Elektronik GmbH

Standard. 8029HEPTA DataCenter. Because every fraction of a second counts. network synchronization requiring minimum space. hopf Elektronik GmbH 8029HEPTA DataCenter Standard Becase every fraction of a second conts network synchronization reqiring minimm space hopf Elektronik GmbH Nottebohmstraße 41 58511 Lüdenscheid Germany Phone: +49 (0)2351

More information

7 Help Desk Tools. Key Findings. The Automated Help Desk

7 Help Desk Tools. Key Findings. The Automated Help Desk 7 Help Desk Tools Or Age of Anxiety is, in great part, the reslt of trying to do today s jobs with yesterday s tools. Marshall McLhan Key Findings Help desk atomation featres are common and are sally part

More information

Service Catalog Management: A CA Service Management Process Map

Service Catalog Management: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE CATALOG MANAGEMENT Catalog : A CA Process Map JULY 2009 Enrico Boverino SR PRINCIPAL CONSULTANT, TECHNICAL SALES ITIL SERVICE MANAGER ITAC CERTIFIED Table of Contents Executive

More information

Closer Look at ACOs. Making the Most of Accountable Care Organizations (ACOs): What Advocates Need to Know

Closer Look at ACOs. Making the Most of Accountable Care Organizations (ACOs): What Advocates Need to Know Closer Look at ACOs A series of briefs designed to help advocates nderstand the basics of Accontable Care Organizations (ACOs) and their potential for improving patient care. From Families USA Updated

More information

SYSTEM OF CONFORMITY ASSESSMENT SCHEMES FOR ELECTROTECHNICAL EQUIPMENT

SYSTEM OF CONFORMITY ASSESSMENT SCHEMES FOR ELECTROTECHNICAL EQUIPMENT IECEE Reporting Service for Hazardos Sbstances: Helping yo protect corporate reptation and the bottom line SYSTEM OF CONFORMITY ASSESSMENT SCHEMES FOR ELECTROTECHNICAL EQUIPMENT AND Components (iecee)

More information

PRIN 2007: D-ASAP project

PRIN 2007: D-ASAP project PRIN 2007: D-ASAP project Roma Tor Vergata Unit D-ASAP meeting Feb. 2010 People@RomaTorVergata Name Vincenzo Grassi Salvatore Tcci Francesco Lo Presti Valeria Cardellini Emiliano Casalicchio Effort (m/y)

More information