EFFICIENT ENTERPRISE SERVICE MANAGEMENT: FLEXIBLE, IN LINE WITH ITIL, AND OUT OF THE BOX

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1 THEGUARD! SERVICEDESK EFFICIENT ENTERPRISE SERVICE : FLEXIBLE, IN LINE WITH ITIL, AND OUT OF THE BOX

2 EFFICIENT ENTERPRISE SERVICE : FLEXIBLE, IN LINE WITH ITIL, AND OUT OF THE BOX THEGUARD! SERVICEDESK IT service management encompasses all processes of an IT organization that support a company's business goals processes that are becoming increasingly complex and interdependent. With theguard! ServiceDesk, REALTECH has created a powerful tool designed to drastically improve the efficiency and transparency of IT service and support processes in turn improving the overall quality and performance of IT organizations. Optimized based on the experience gained from a wide range of REALTECH projects, the solution delivers ITIL processes out of the box while providing the flexibility to map company-specific processes. WHAT WE DO FOR YOU theguard! ServiceDesk gives you everything you need to efficiently and flexibly map incident, problem, change and configuration processes. A multilingual solution with a web-based interface, it delivers 24-hour support capabilities in line with the recommendations of the IT Infrastructure Library (ITIL). The solution's workflow engine allows you to tailor the individual modules to reflect any existing processes. Predefined workflows are available for implementation, and it comes built-in with standard SAP interfaces. The software's modular design allows company's to gradually roll out their service operations management.

3 POWERFUL CONFIGURATION DATABASE FOR COMPLEX IT INFRASTRUCTURES Companies can add even more value by integrating REALTECH's configuration management database (CMDB) as an optional component of theguard! ServiceDesk. The CMDB is automatically populated and maintained with auto-discovery information on your IT infrastructure, hardware, and software as well as their relationships and status. All information is stored in a normalized (standardized) form and made available to the service desk, making it possible to compare metrics and performance indicators from disparate IT systems. Whether its incident, change, configuration or service catalog and portfolio management every single function module of the REALTECH solution has access to the latest and automatically maintained configuration items (CIs). The ability to assign a status to CIs when needed makes it even easier to consistently evaluate processes. Status information and performance data on any connected component and system is available at any time. FEATURES: W Known error database W Preconfigured, ITIL compliant W Configurable escalation paths process mapping in workflows W Comprehensive reporting and W Customizable workflows analysis tools and processes W Entirely web-based W Service level management W Enterprise service management W Service catalogue and portfolio management æ YOUR ADVANTAGES AT A GLANCE W Proper enterprise service management processes are becoming an increasingly pressing issue for IT organizations as it gives them a wider range of control and helps them deliver valuable insight into their performance. W theguard! ServiceDesk can be implemented in no time and customized to adapt to existing processes. W The consolidation of the data in the automated and normalized CMDB and the ability to instantly access any relevant data saves IT teams valuable time and resources. W Improving the quality of IT support results in greater user acceptance, giving the IT organization a better standing in the company.

4 BUSINESS PROCESSES BUSINESS PROCESS BUSINESS SERVICE SERVICE DESK SERVICES e e CORRELATION CMDB NORMALIZATION CONFIGURATION APPLICATION LIFECYCLE API JMX TCP/UDP HTTP(S) SNMP WMI WBEM SCRIPT SQL XML APPLICATION NETWORK SYSTEM

5 THEGUARD! SERVICEDESK ENABLED US TO COMPLETE THE WORLDWIDE ROLL-OUT OF THE ITIL BEST PRACTICES IN NO TIME AND TO IMPLEMENT OUR GLOBAL SUPPORT PROCESSES. THE SOFTWARE'S FLEXIBILITY ALLOWS US TO CUSTOMIZE IT OURSELVES TO SUIT OUR SPECIFIC REQUIREMENTS. Siegfried Rebholz, Senior Manager Service Desk and Service Monitoring at Tognum Group

6 THEGUARD! SERVICEDESK ABOUT REALTECH REALTECH is an international technology company with extensive expertise in SAP, Microsoft, and Linux. The future of IT is taking off. REALTECH gets companies on board and helps them drive value with IT. It pursues innovation by incorporating the latest in Industry 4.0, cloud, mobile, and in-memory computing in its customer projects and software solutions. REALTECH DEUTSCHLAND GMBH INDUSTRIESTR. 39C WALLDORF PHONE FAX REALTECH AG. All rights reserved. SAP and all other SAP products and services mentioned in this text and the corresponding logos are trademarks or registered trademarks of SAP SE in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. Any statements made in this publication are non-binding and provided for information purposes only. They may be subject to change without prior notice. REALTECH shall not be liable for errors or omissions with respect to this publication.