SUMMIT. November 2010

Transcription

1 SUMMIT November 2010

2 Why Summit? Comprehensive Summit provides a unified approach to IT enterprise management following a prescriptive, ITIL based framework Rapid Deployment Summit is developed for and delivered on the internet to facilitate rapid deployment Auto Discovery Summit will scan your environment and allow you to populate your assets and monitor them quickly Easy Reporting Rich, drill-down reporting built-in with dashboards and widgets to drive improvement in all areas of your organization Powerful Simplicity Easy to use and configure, web based interface with the ability to extend to accommodate your unique data fields 2

3 Summit Solu-on Overview Summit is a comprehensive enterprise IT management suite based on the ITIL v3.0 framework, developed and delivered over the internet Opera8ons SLA Asset Incident & Problem Project Financial 2009 Symphony SymphonyServices ServicesCorp. Corp. Proprietary Proprietary& &Confidential Confidential 2009 Availability Change Configura8on 3

4 Summit Features SUMMIT : ITIL v3.0 Cer7fied * Enterprise Service and Systems Management Tool Implemented on the Azure Cloud plaeorm and also can be installed On- Premise Backend Database is SQL AZURE/ MSSQL Standard/Enterprise/Express Isolated Database instance for each customer in Azure Environment Supports following IT Processes Incident Management SLA Management SoRware Delivery Management Asset and Configura7on Management Availability Management (Hardware,SoRware,App)Applica8on Services) Server Management IPMI, SNMP, WMI Network Management Change Management Problem Management Configura8on Management Knowledge Management Capacity Management Financial Management Printer Management Project Management People Management Compliance Management Widget Dashboards 4

5 Summit Features Service Management Asset Management Availability Management Incident Management Problem Management Change Management Workorders Configuration Management Widgets Time Tracking SLA Management Service Catalog Management Service Requests Knowledge Base Known Errors Feedback Vendor Ticket tracking Built-in Chat Hardware Tracking Software Purchase Software Install Software Usage Autodiscovery Software Delivery Patch Management Financial Tracking Agent/Agentless Store Room Management Hardware repair tracking Bulk Import/Export Repor7ng Workflow Audit Logging Escala7on Single Sign- on Server Monitoring Network Monitoring Alerting Event Log Monitoring Hardware Health Monitoring URL Monitoring Printer Monitoring Application Monitoring Netflow Mapping Visual Network Mapping Trending 5

6 SUMMIT SaaS Architecture 6

7 Summit Incident Management Self Service Portal Mul8- Tenant Auto- Escala8on Mul8ple Loca8on, Customer Support SLA Management No8fica8on Rules Ac8ve Directory Integra8on Rich, Dynamic, Drill- down Repor8ng Work Order Management External Vendor Ticket Management Built- in Chat Support Custom Field Support Web Services Integra8on Knowledge Base 7

8 Incident Management Features Self Service Portal Rich Dynamic Reporting Self Service Portal for users to login and submit their 8ckets Mul7- Tenant capable for mul8- customer implementa8ons Auto- Escala7on allows for custom escala8on rules for aler8ng management Mul7ple Loca7on, Customer Support enables global organiza8ons to support their needs from one tool. SLA Management built from the ground up. No7fica7on Rules to configure alerts for users, workgroup owners and technicians Ac7ve Directory Integra7on to enable seamless authen8ca8on and single sign- on func8onality Rich, Dynamic, Drill- down Repor7ng give you visibility to manage all aspects of your work load and team performance Work Order Management provides an innova8ve way to handle requests that span mul8ple teams and tasks. External Vendor Ticket Management allows you to track and update vendor 8ckets outside Summit. Built- in Chat Support allows your customers and technicians to interact real- 8me and the transcripts included in the 8cket. Custom Field Support to capture any data you need for your organiza8on Web Services Integra7on for connec8ng Summit to your applica8ons and exis8ng systems Web- based knowledge base system integrates directly into the new 8cket screen for context sensi8ve knowledge base ease of use. 8

9 Summit Configura-on and Asset Management Auto Discover IT assets using custom network ranges Agent or Agent- less scanning of hardware and sorware inventory Track hardware configura7on changes over 8me Manage SoZware licenses with purchase history, license keys, and expira8on details. Track SoZware License usage of installa8ons and sorware usage Track Hardware repairs in order to facilitate vendor nego8a8on, customer issues, and quality improvement Rich, Dynamic, Drill- down Repor7ng provides visibility into all your assets inventory Flexible, Customizable fields allow you to tailor data collec8on to your exact needs Link Assets in Service Desk Tickets to accelerate solu8ons for your customers Manage asset store rooms to insure asset inventories are complete 9

10 Summit Availability Management Network Scanning of devices for monitoring Agent or Agent- less scanning for maximum flexiblity for your environment Supports WMI, SNMP, IPMI, SSH, Telnet protocols Custom Applica7on monitoring with many standard applica8ons already defined Complete Hardware monitoring with aler8ng Applica8on and web site availability with URL Monitoring Auto 7cket logging based on alerts System or group assignable alert thresholds Printer monitoring and aler7ng for increase responsiveness Support for Windows, Linux and UNIX opera8ng systems CPU, Memory and Disk monitoring and trending Event log monitoring for in- depth visibility to issues 10

11 Widgets Small desktop applica8ons that provide a live view of opera8ons data via web services integra8on Install/Update from the web Click to open details from web site and end user versions 2009 Symphony SymphonyServices ServicesCorp. Corp. Proprietary Proprietary& &Confidential Confidential