IT Service Management Center

Transcription

1 IT Service Management Center Overview - 1 -

2 OMNITRACKER ITSM Center v5 Supports your business processes according to the established ITIL processes Additionally provides supporting processes: Master Data Management Activity Management (work assignment) Category Management KPI Reporting and Dashboard Monitoring Multiple ITIL certifications Access using windows or web client - 2 -

3 Your Benefits OMNITRACKER IT Service Management Center helps you to optimize your processes and at the same time reduce costs: Processes according to ITIL entirely integrated and usable out of the box Consistent linking between processes Adaptations by configuration possible Complete release compatibility even after own adaptations Efficient handling Minimal effort for operation and maintenance Reliable and established producer - 3 -

4 Supported ITIL Processes OMNITRACKER ITSM Center v5 supports the following ITIL processes (highlighted): - 4 -

5 OMNITRACKER ITSM Center Windows Client IT staff can process tickets using the Windows Client: - 5 -

6 OMNITRACKER ITSM Center Web Client End users can access the OMNITRACKER Service Portal using the Web Client: - 6 -

7 Call Tickets Service desk can gather information before deciding whether it is an incident or a service request. Easy creation of incidents or service requests straight from the call ticket. Relevant data is taken over automatically. Fast processing of requests

8 Work Cockpit Fast overview of open requests and pending tasks: Call Tickets Incidents Service Requests Problems RFCs Activities User specific settings: Selection of processes Allocation to the tabs Easy and fast filtering Drilldown by double click on the diagram - 8 -

9 Incident Management Incident Management has the objective to restore the IT service as fast as possible after an interruption or failure to make sure the effects on business operations are reduced to a minimum. The Service Desk the single point of contact (SPOC), can be accessed through web service portal, , phone, external systems Incident tickets can be registered and classified quickly Tickets are created either automatically or manually - 9 -

10 Incident Management Integrations Integrated with the Knowledge Base to provide standard solutions quickly and to facilitate first-call resolutions Integrated with the CMDB to automatically show the possibly affected CIs of the reporting user Integrated with SLM to perform entitlement checks, to select the appropriate SLA and the corresponding time targets automatically

11 Request Fulfillment A service request is a request by a user for information, advice, a standard change or access to a service. Interface for submission of requests for standard services and new services Providing an individual service catalogue to the customers. It differentiates between services covered by an SLA and services billed at cost. Linking with the Service Level Management process Accessible through the OMNITRACKER Service Portal

12 Change Management Change Management provides a standardized process for recording, authorizing and implementing changes efficiently and with minimal impact on the business. Requests for Change (RFC) are recorded. They imply changing one ore more CIs. The following types of RFCs are supported: Normal Change Standard Change (preapproved) Emergency Change Linking of related Incidents, Problems and affected CIs Management of individual CABs per RFC Optional Review Phase (PIR)

13 Change Management Planning Changes Web based approval of RFCs Maintaining a change calendar

14 Problem Management The objective of Problem Management is to prevent problems and incidents, eliminate recurrent incidents and minimize the impact of those incidents that cannot be prevented by controlling the lifecycle of all problems. A Problem is the unknown cause of one or more Incidents. Avoiding and limiting the losses of IT services that result from errors, failures and problems during business operations. Recording and maintenance of Known Errors and workarounds in the Knowledge Base Automatic copying of data from the related Incident tickets Linking of related tickets and information, such as incidents, RFCs, affected CIs and workarounds

15 Service Asset & Configuration Management Service Asset & Configuration Management controls all configuration items (CIs) of an IT organization. All CIs including their relations and dependencies shall be stored centrally in the CMDB (Configuration Management Database). Definition of all CIs and their interdependencies Generic approach to modelling of all types of CIs Flexible and unlimited extendibility of models Future-proof Relationships of a CI with Incidents, Problems and RFCs are tracked automatically Relevant SLAs and OLAs/UCs are linked with CIs CIs are associated with a customer (company) and a person

16 Knowledge Management The objective of Knowledge Management is to improve the quality of the decision-making process by ensuring that reliable and secure information is available during the Service Lifecycle. Supports ITSM processes and IT service customers in the search for important information. Standard solutions for Incident Management Known Errors for Problem Management and for providing Workarounds for Incident Management Collections of descriptions, articles, suggestions and documentation of customer support Efficient full-text search

17 Knowledge Management Access through OMNITRACKER Service Portal Access through the OMNITRACKER Service Portal: Provide self-services, e.g. the Solution Wizard for finding solutions using the solution tree Access to the FAQ that are administered in the Knowledge Base

18 Service Catalogue Management The objective of Service Catalogue Management is the development and maintenance of a Service Catalogue that contains details of all services available for deployment. The Service Catalogue can be published through the OMNITRACKER Service Portal The catalogue can be arranged into a freely definable tree-structure, e.g. services can be grouped for specific audiences Services can be requested by creating a service request ticket directly from within the catalogue

19 Service Level Management The objective of Service Level Management (SLM) is to enter into contracts with the customers of the IT organization. An important task of SLM is the monitoring and assessment of the quality and quantitiy of the services with respect to the Service Level Agreemenst (SLA) agreed on. A Service Contracts contains one Service Pack per ticket process. A Service Pack contains one Service Level per Priority. For each Service Level time targets are defiined

20 Service Level Management Relationships

21 Availability Management Availability Management ensures that the delivered availability level for all services complies with or exceeds the agreed requirement in a cost-effective manner. Availability Management monitors, measures, analyses and reports the following aspects: Availability Reliability Maintainability Serviceability Ensures that the delivered availability level complies with or exceeds the contractually agreed requirements Maintains an up-to-date availability plan that reflects the current and future needs of the customer

22 Capacity Management Capacity Management ensures that IT capacity is provided in all areas of IT in a cost-effective and timely manner and that it is matched to current and future business requirements. Manage capacity plans Contributing to diagnosis of performance issues Investigating the impact of changes Capacity plans provide information on: Current utilization of resources Required resources Definition of requirements: Flexible combination of requirements and CIs Relate to performance measurements

23 Identity and Access Management Access Management is responsible for allowing users to make use of IT services, data or other assets. Access Management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access Management implements the policies of information security management and is sometimes referred to as rights management or identity management. Access Management according to ITIL covers the following sub-processes: Adminstration of user roles and authorisation profiles Processing of access requests

24 Identity and Access Management Requesting Access

25 Event Management Event Management provides a means to early detect Incidents. An event is an occurrence that affects the IT infrastructure management or the delivery of an IT Service. Events are categorized into three event types: Information, Warning, Exception. Interface to the operation management system Automated handling and correlation of system event messages received Pro-active detection of potential incidents Linking of related incidents, problems and RFC tickets to track measures taken

26 Categories Category Management is used to do skill-based routing within the ticket processes. Categories are displayed neatly arranged in a category tree

27 Activity Management Management of activities (work assignments) resulting from customer service processes. Activities are linked with service tickets (Incidents, Service Requests, Problems, RFCs). Supports resource planning Tickets are linked with Activities Activities can be aggregated in process models Efforts made to process tickets or to complete other tasks are recorded within the Activity to support service cost calculation

28 Process Models Aggregation of activities that usually have to be performed in certain situations: Activities for setting up the working environment for a new employee An employee changes the department, so that new permissions have to be granted and outdated permissions have to be withdrawn Activities for replacing hardware For each process model it is defined in which processes it can be used. If a process model is linked to a ticket, the activities for the ticket are created automatically as soon as the ticket is in progress

29 Integration and Extension Options OMNITRACKER Applications Implementation of other OMNITRACKER Templates (business process applications) e.g.: OMNITRACKER Stock and Order Management OMNITRACKER Project Management Center OMNITRACKER Requirements Management Center OMNITRACKER Sales Management Center

30 Integration and Extension Options Interfaces to External Systems Interfaces to external systems: OMNITRACKER Interface Bus OMNITRACKER Automation Interface (API) Structured communication Data import and export

31 Thanks for your attention! Questions?

32 Software Solutions GmbH D Eckental Austria GmbH A-1010 Wien Technologies NV/SA B-3018 Leuven Nederland NL-2517 Den Haag OOO (Russia and CIS) RUS-Moscow GmbH (Schweiz) CH-8808 Pfäffikon USA US-New York, NY