Proven deployments across different Industry verticals; Being used by leading brands

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2 What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation Centralized Log Collection Reports Standard-based data collection & management approach Provides support for Agent & Agentless approach (Choice of approach shall depend upon customer environment) Heterogeneous support Proven deployments across different Industry verticals; Being used by leading brands Intuitive, Ease of Use, Rapid deployment through factory settings Editions Managed Service Providers (SapphireIMS MSP) Distributed Enterprises (SapphireIMS Enterprise) Small business (SapphireIMS Professional)

3 Features Proactive Alerts & Notifications Dashboard View & MIS Reports Multi Vendor; Multi Technologies ROI Ease of use and deployment Standard conformant

4 Service Desk - Introduction Best in class service desk and PinkVerify certified for ITIL v 3.1 Off-the-shelf templates for Incident Management Problem Management Change Management Request Fulfillment Powerful SLA rule configuration and enforcement engine with flexible escalation policies Off-the-shelf, Context driven and Intuitive dashboards Simplified and elegant call submission interface for end-users; Role based dash-boards Extendable for implementation of Workflow & Service management Searchable Knowledge base & MIS Reports

5 Service Desk Functional Blocks

6 Service desk KPI s Model your support function as per the process followed and manage it Monitor & measure the key support indicators through configured rules Timely notifications and periodic reminders to ensure actions Response Time Resolution Time Service Request / Incident Assign Support Owner Org. Support Process (Escalations / Approvals) Service Req / Incident Closure Support Engineer performance measurement SLA Compliance / Escalations / Notifications

7 Asset Management - Introduction Comprehensive Asset lifecycle management CMDB System Management IT Automation Software & IT Policy Compliance MIS Reports Asset management process aligned as per existing organization business process Manage at every stage (Procurement till Retirement) Role based Access control Off-the-shelf, Context driven and Intuitive dashboards Increase the asset utilization by unearthing under-utilized/unused devices Auto reconciliation and relationship between Asset records and Devices in the inventory

8 Asset Management Automatic data collection from heterogeneous systems (Agent & Agentless options are available) Standard compliant methodology for data collection

9 Asset Lifecycle Management Define Asset Lifecycle and track from procurement till retirement Feasible to define as per customer biz. requirement. Capture PO, Supplier details Capture User, Project, Dept. details Capture Fault information Procure InStock Allocated InRepair Retire Capture Vendor info., Contract, price Capture Purpose for retiring the asset Given to Vendor for repair Capture Acceptor, Cost, Warranty, etc.

10 Biz Service Monitoring 360* view of the performance through Server/Device, Application and User experience measurement Ability to define Business Services( Services, ERP Services, Connectivity services, Content delivery services, etc.) in-terms of dependable components and monitor track the availability of the business service through single unified view Health of the business service under monitoring helps to keep all the dependent component healthy to avoid service degradation Virtual OS Discovery & monitoring Complete support to discover Virtual operating systems in-terms of host OS / guest OS and monitor the same Intuitive dashboards & Role based access control mechanism

11 Business Service Monitoring Proactive Threshold monitoring and escalations/notifications Manage from Business Service perspective rather than traditional infrastructure way SLA monitoring support for end to end service delivery tracking

12 Threshold, Notifications & Alarms Comprehensive support to define thresholds for one or more parameters under monitoring Multiple threshold levels Information Warning Error Ability to define tolerance count to avoid false positives Auto acknowledgement of active alarms once the monitored value gets within the defined threshold Ability to submit incidents on service-desk upon the occurrence of an alarm Support for planned maintenance window definition for one or more devices - Excludes alarm generation during that interval 4/28/

13 Log collector Centralized log collection for auditing and analysis Support Event log, Syslog, SNMPTraps and custom log collections Pro-active alerts against occurrence of specific problematic logs

14 Benefits Best practices based Service delivery management Proactive monitoring Assuring business continuity SLA & Regulatory compliance Increased visibility, Control over IT operations Service delivery metrics Service call analysis for process improvement Administrator / Technician performance metrics Server / Network / Link / Application performance metrics Asset availability metrics Asset utilization metrics Compliance metrics Service user experience metrics Well-informed purchase / capacity planning decisions Foundation for IT process automation across organization Improved operation efficiency & customer satisfaction results in Increased profitability

15 Customer Engagement Approach Requirement Study - Process and not feature - Understand Pain points - Business Benefits - Environment Analysis - Best practices - Scope of Work Customer Satisfaction - Install and Configure Deploy - Involve Customer at every level - Schedule a dry run and demo - Customized solutions Train - Admin and User level training - Tailor made to organization needs Post sales support - Regular patch upgrades - 24x7 support by qualified professionals - Monthly SLA report

16 Why SapphireIMS Not the license / tool provider; Technology Partner to enable service delivery Has earned the reputation for quicker deployment, easy administration and increased end-user adaption Complete ownership including deployment assistance and post-sales support Closure customer connect Service desk can be used to automate other internal service request process

17 Thank you

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