Strategic Benefits for your Organization. Benefits. Features. Special Features. Precise management and total control of the support requiriment.

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1 Optimize the support and service management, while taking advantage of theseproceduresinsideoroutsideyourcompanypremises,inorderto assure a great productivity level. Benefits Precise management and total control of the support requiriment. Accurate information related to the cases, and the people involved in their solution (users, specialists, etc). Permanent monitoring of each case and all its related assets. Simple integration with some other applications, reducing implementation costs. Features Creation of pre-cases and cases, which afterward are going to be classified depending on their characteristics in three different categories: Incidents, Problems, or Changes. Creation and edition of information about users, companies, and thirdparty; this information is helpful to associate them to the specific cases. Association of solutions, procedures, and tasks to a specific case, looking for its explicit solution. Deployment of a Web console intended to be used by the specialists, supervisors, and administrators, and another one for the final users, assuring them the chance of having continuous mobility around the organization. Achieving the business objectives in the current organizations depends on the efficient technological resources use; that s why one of the most important challenges in the modern enterprisesistoimprovetheitservicelevels. Regarding the technological infrastructure as the basis to grant the business performance, it is essential for your organization to have the best IT management solution. Eventually, this solution will assure the alignment between your infrastructure and your specific business requirements, which is necessary to achieve the organizational targets effectively. This is the reason why Aranda Software has developed (ASDK), the most accurate solution in the development of optimal management computer applications. This is a services management tool, which is able to improve efficiently your company support processes, to grant the whole control of your infrastructure, while enhancing considerably your service levels. has been aligned with the best ITIL framework practices, meeting the features established in its Service Support category. Therefore, it includes modules of Incident Management, Problem Management, and Change Management. Eventually, your enterprise will simply react to problems and infrastructure eventualities, keeping a concrete planning about their causes and solutions, to be applied effectively and precisely. Strategic Benefits for your Organization Proactive resolution of problems and eventualities. Enhancementofyourservicelevelsandthesupportprovidedtoyourinternalclients. Considerable reduction of costly deskside support visits. Fast implementation, assuring immediate results. Reliable protection and appropriate usage of your technological infrastructure, achieving the desired enterprise productivity. Continuous performance of the best IT, ITIL practices. Special Features This solution assures a unique contact point (specialist), who will provide technical support in your organization, assuring a right business performance anywhere and under any circumstance. 1. V

2 ASDK integrates with Aranda CMDB, granting what according to the ITIL framework is called Configuration Management. By means of CMDB, associates the assets related to the support processes for incidents, problems, and changes. Consequently, it will be feasible to manage the IT infrastructure successfully in your organization. In addition, has been integrated with Aranda ASSET MANAGEMENT, which is our automated inventory solution. This inventory tool has special control functions and remote administration capabilities, useful to speed up the support processes, while reducing the reaction time considerably. By means of its Multi Project features, ASDK allows the management of different support procedures for one or many organizations and/or projects from a unique centralized point. Functionaliti es Cases Creation and Edition ASDK allows the creation, configuration and edition of all the necessary information to register in detail the pre-cases and cases (Incident Management, Problem Management, and Change Management). Additionally, it is possible the creation of categories to define and classify the service types and the most frequent cases received by the service desk (setting up solution templates). Information about the People involved in the Cases Creation and configuration of information about the companies, third party,andallusersinvolvedinthecreation,developmentandresolution of the cases. Users Roles Definition Designation of profiles and roles for specialists, supervisors, administrators, and workgroups. Cases Monitoring Tight monitoring of workflows that require the intervention of one or many company departments or some third parties. Eventually, it will be useful to administer the case s process and of course finally solve it. Additionally, the cases monitoring will allow the user to establish some features, including: the company s area dealing with a specific incident, problem, or change, the time required to solve it, and so forth. SLAs Configuration ASDK allows the definition of certain Service Levels Agreements (SLAs) according to the user type and the case s related category. Furthermore, using this solution the user can arrange attention schedules, cases statusesandprioritylevelstoapplyforallthecases. Rules Definition Using, it is possible defining some rules based on the Service Levels Agreements (SLAs), which eventually will generate alarms or escalations before the resolution s expiry date for the incident, problem, or change arrives. Scripts Creation and Allocation Thismodulemakeseasierthedesignofastandardmodelwhen registering information relating to each case. Besides that, if it is necessaryyoucancreateawelcomeorafarewellscripttobe used when providing support to your clients. 2. V

3 Banners and News Creation and Configuration allows the user to include a banner to be presented in the superior section of the Users Web Console, warning about the most important eventuality at the moment. This message could inform about an alert, a technical failure, etc. Additionally, the user can include some news to be also acceded in this Console informing about any relevant fact that is essential for them to speed up the cases resolution. Knowledge Base Registry ASDK storages a knowledge database, which is useful to be queried by both the specialists and the final users. This registry is afterward useful to solve the most usual problematic situations easily. Satisfaction Survey ASDK allows the creation of a satisfaction survey that is intended to be used by the final user at the end of each case. Thanks to this analysis the IT administrator will keep the most up-to-date information useful to make appropriate decisions looking for the service level improvement. Reports Query The user can get different reports regarding information about the opened, closed, and pending cases, the response times, the specialists performance, some indicators, and in general, the industry standard reports. In addition, it is possible creating customized reports to get some specific required information. This procedure is completed by means of Aranda Query Manager (AQM), which is the Aranda Software suite-reports module. Specific Features Multi Project This feature allows enterprises to manage various projects from a unique console, using the same database and server. As a result, the system administrators will be able to manage the support procedures for all their clients, while visualizing information associated to these companies efficiently. Incident Management By means of, your organization will keep the registry and control of all the existing incidents, assuring the restoring of the normal functioning of the organization, while minimizing the impact they can cause to the business. ASDK helps to keep the incidents process documented, containing information about the final user, the specialist, the required applications, theactionsimplemented,andsoon.tograntanaccurateincidents management, you have the option of scaling and designing rules according to your requirements, looking for their quick resolution. Problem Management The main target of this function is to solve the roots of a problematic situation, trying to overcome it definitely. Some incidents can become problems after analyzing their causes; some other problems are problems themselves from their origin. Once the problem has been registered, its causes identified, its solution found and implemented, it can be definitely closed. Sometimes, the problem s solution requires an additional change demand, explaining the reason why it is integrated with the Change Management Module. 3. V

4 Change Management TheChangesManagementallowsyourorganizationtocreateand define the changes procedures required to solve a problematic situation in a standardized and programmed way. Eventually, it will be feasible to minimize the impact of the referred problem, while avoiding a service level reduction. The Change Management is based on a work flow, controlling each defined process, the tasks required and the responsible people during the whole procedure. That s why this module is tightly involved with the final problems resolution. Service Level Agreements Considering the company s dependence on the IT services, it is possible topredictthatiftheyarenotpresentorperhapsfail,theseorganizations will experience huge problems and difficulties, even lowering dramatically their productivity level and success. Consequently, it is outstanding to have a suitable tool able to define certain service level agreements based on specific business requirements, granting that the critical issues in the organization are going to be handled accurately in the settled time. By means of you will have the information required to define the implementation of those SLAs, while analyzing standard performance indicators; this fact will help you to implement the adjustments required looking for the fulfillment of the enterprise s expectations continuously. Licensing Schemes Definition Itispossibletoassigntwodifferenttypesoflicensingswhenusing ASDK: the first one is the Concurrent Licensing, which means that the application use depends on the quantity of users and the time spent to take advantage of the solution, meaning that if the tool remains inactive during a specific period of time it is closed automatically. The second one is the Named Licensing, which means that an action in the console will be unlimited, no matter the quantity of users, nor the stopped periods it can have. Requirements Server HD Pentium IV de 2 Ghz or superior. 512MBRAM Microsoft Windows 2000 Server MDAC 2.7 or superior. 150 MB CD-ROM or access to one throughout the network.. Workstations HD Pentium de 166 Mhz or superior. 256MBorsuperior. Windows 2000 professional osuperior+sp4. 60 MB 4. V

5 Database Server The Server depends directly on the Hardware Vendor. FortheIntelPlatformtheXeon processors are recommended ** MB SQL Server: Windows 2000 Server or superior. Oracle: Windows 2000 Server or Superior, Unix Systems (Linux, Solaris, HP-UX, IBM AIX, Compaq True-64). Comments ** At the beginning it is required a memory space of MB assigned for the database engine (to support the SDB and the 100 first ASDK connections). For each 100 additional connections the memory spacemustbeenlargedin1024extramb. Requerimientos Web Edition En el servidor Software Windows: Internet Information Services 5.0 o superior Microsoft.NET, Framework 1.1. Sp1 Demand additional information about this product, and some other Aranda Software solutions, by means of the info@arandasoft.com. Ask your authorized supplier or visit our Web site: 5. V