MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE"

Transcription

1 MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

2 MSM - Marval s integrated IT Service Management software, developed to meet current and future business needs MSM is an advanced, feature rich, process based, integrated IT Service Management software solution, designed to improve quality of service, productivity, customer experience and reduce costs. Marval s 100% web-based solution, developed using the.net technology platform, incorporates the functionality rich features of previous versions of MSM. This allows Marval to deliver a zero footprint, thin client solution to any browser enabled desktop; reducing the total cost of ownership and addressing the growing need for support staff to be support enabled, wherever they are in the organisation. MSM delivers the ultimate combination of IT Service Management process automation, continual service improvement, functionality, flexibility and scalability. MSM is certified under the PinkVERIFY toolsets for compatibility against 15 ITIL processes. INTEGRATED IT SERVICE MANAGEMENT SOFTWARE

3 MSM The professional s choice for delivering great service MSM 100% web-based software solution provides: u A reliable and scalable ITSM technology to support IT business services and future growth u Fast realisation of ROI with NO hidden costs u ITIL, ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT and ETOMS support u IT Governance within the business visibility and accountability u Delivery of cost effective services to the business and its customers u Compliance with external requirements through standardisation, audit and reporting u Increased IT infrastructure and service reliability u Exceptional value for money u A business and customer focused, automated, process-driven solution that can be used for an organisation s own internal and external support and by providers of outsourced and managed services MSM Helping you deliver a world class service to your customers u Faster u More Reliably u More Efficiently u More Cost Effectively u With The Evidence To Prove It MSM Integrated features at a glance u Integrated process management support (including Incident and Request Fulfilment, Problem, Change and Task, Service Asset and Configuration and Service Level Management) u User-definable access controls and views u Fully automated integration and communication u Fast, flexible, easy to configure, use and deploy u Ensures total control of all your business IT services by providing extensive, accurate and up-to-the-minute management information u Powerful reporting and problem analysis u Minimal administration required u Easy upgrades to new versions u ITIL and ISO/IEC compatible MSM Benefits u Internal cost reduction, time and resource optimisation u Single source access point to business knowledge u Increased productivity and efficiencies u Improves the quality of your IT support services u Demonstrates what a great value for money service your support team delivers u Investment protection and risk reduction u Encourages positive workplace behaviour and investment u Provides instant, improved customer experience, communication, confidence and satisfaction u Secure and scalable solution that will grow and keep up-to-date with the ever changing needs of your business u Suitable for technical and non-technical users u Low maintenance 1

4 MSM is available in three editions INTEGRATED IT SERVICE MANAGEMENT SOFTWARE MSM Extreme an advanced fully integrated IT Service Management solution MSM integrated software is designed to meet your IT Service Management maturity and budget. Your investment is protected with Marval s transparent and seamless upgrade path. MSM Expert a fully integrated IT Service Management solution 2 MSM Essential an entry level service desk / helpdesk solution

5 MSM - Integrated ITSM Software - Your route to service excellence MSM Incident Management & Request Fulfilment Disruptions to service (Incidents) and standard requests for service are easily and quickly logged into MSM by telephone, or the web to ensure that service can be delivered when the customer needs it. Powerful and proactive features ensure a customer request is quickly resolved at first point of contact. MSM Service Desk MSM Service Desk provides an extensive range of advanced, time-saving features to ensure that you deliver a world class service, resolving and managing customer requests faster than ever before. Whether you operate a small, medium or enterprise-wide service desk, MSM Service Desk is the right choice for you. Use MSM for: u Simple and easy call management with automatic screen filling features u Instant access to knowledge items u Instant access to customer equipment, services and contract details u Automatic filtering on best choice classification codes u Quickly checking for similar or matching requests u Automatic selection of best support specialist or team u User-configurable actions, classifications, workflows and fields u Automatic prioritisation, business impact and SLA setting u Automatic /sms notifications to customers and service staff throughout a request s lifecycle u Powerful, easy to use standard and user-definable reporting u Creating related major incidents in seconds u Real-time colour coded management dashboards Quick calls can be recorded against a major incident within 6 seconds. Use MSM for: u Simple and easy incident and service request logging u Automatic screen fill of user information u Manual or automatic assignment to best specialist or team u Manual or automatic prioritisation and business impact setting u Automatic customer /fax confirmation u Quick closure for routine incidents (e.g. password resets) u Required entry of closure codes and resolution Once logged in MSM, a customer request will never be lost, forgotten or ignored. Customers and support staff are kept informed and managers receive no surprises. MSM Event Management Automatically record infrastructure events raising major incidents against affected services before they impact the business. When used in conjunction with MSM Event Monitor, MSM enables you to easily interface with network/systems management and monitoring software, including your own scripts and procedures. On an event being reported via SNMP (e.g. a server crashing) an event record can automatically be raised. Different SNMP events can be templated to register requests with certain pre-defined information e.g. classification, assignment, priority, etc. 3

6 MSM - Integrated ITSM Software - Your route to service excellence 4 MSM Problem Management Problem management is one of the key support processes, focusing primarily on proactively analysing requests to detect a recurring pattern and diagnosing the underlying root cause. MSM gives you the ability to quickly identify, monitor, report upon and resolve problems - dramatically reducing outages and downtime. Use MSM to: u Identify high business impact areas u Search knowledge base for common problems and resolutions u Identify what equipment, locations and services are causing the most problems u Search for similar problems u Analyse the Top 10 areas taking up staff resource u Identify problem trends and improvements u Define knowledge items u Report on volume statistics u Relate incidents and changes MSM Knowledge Item Management Quickly identifying knowledge items (e.g. Known Errors, FAQs, Workarounds, Quick Fixes and Solutions etc.) and improving firsttime fix rates can be difficult and time consuming. This generally works well if a request is correctly identified and categorised. However in reality, users will often describe their request or issue using different terminology. Innovative MSM functionality enables you to not only quickly find and manage knowledge items, but also match against known as definitions, e.g. , Mail, MS Outlook, Exchange etc. Measuring their effectiveness is also quick and easy. Knowledge items can be categorised as either public or private, so as to restrict who can see or use them. The process of publishing knowledge items is controlled by permissions. Raising permanent solutions as Change requests has never been easier. Note: for advanced knowledge management, Marval provides an optional MSM knowledge component. For more information please refer to the Utilities and components section of this brochure. MSM Change & Task Management MSM s easy to use and auditable change and task management features help you ensure changes to your IT service and technology infrastructure are professionally managed, documented, tested, planned and scheduled with minimal risk, impact and customer inconvenience. Use MSM to: u Save time using MSM standard change templates for routine activities (e.g. new starters, change details, back-out plans, cost centres, project codes, workload estimates and change approvals) u Provide automatic /sms notifications and updates to ensure changes are approved and completed on schedule u Provide automatic /sms notifications and updates to affected business users u Automatically move changes onto the next stage and person, once all approvals are complete u Apply multi-stage approvals to complex, high risk changes u Apply change freeze periods against critical business systems and services u Approve changes via the web or u Obtain instant access to change forward schedules and team workloads u Provide extensive reporting and performance analysis MSM Workflow MSM user-defined graphical workflow and task dependencies provide a structured approach to request management. Userdefinable, drag-and-drop workflows support all types of requests and ensure that the appropriate management controls are adhered to. You can define the order by which each stage should be completed and approved for each individual type of request. Integration MSM s powerful, fully integrated integration and notification functions allow customer requests to be automatically recorded and communicated to the assigned support person or team; instantly improving customer perception by 100%. Customers never complain about being kept informed.

7 MSM Release & Deployment Management MSM Release and Deployment features ensure changes (e.g. to IT services, software, hardware, members of staff) are organised, scheduled and released into production with minimum risk and customer inconvenience. Use MSM for: u Easy to build release schedules and packages u Fast access to change forward schedules and workloads u Automatic CMDB update on a successful release u Extensive reporting on a release success or failure MSM Service Asset & Configuration Management (CMDB) MSM provides you with comprehensive facilities for managing your organisation s assets, inventory, configurations and related details. It is easy to use, auditable, configurable and can be utilised by many different parts of your organisation and is indispensable in the support of corporate governance. u Maintaining configuration items, relationships and their dependencies u Health and safety checks and disaster recovery manifest u Inventory control and auditing u Software licence management and maintenance and warranty tracking u Service Reminders for warranty/contract expiry and renewal u ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT, ETOMS, audit support and Corporate Governance Note: Don t worry if you have already invested in an asset discovery tool. Marval s MSM Asset Discovery Integrator seamlessly integrates with a number of industry leading hardware and software inventory discovery and tracking tools. For more information, please refer to the Utilities and Components section of this brochure. MSM Service Portfolio & Catalogue Management MSM enables a service provider to build service portfolio and catalogue entries. The service catalogue is readily accessible to the support agent, enabling them to better service their customer. The portfolio allows the definition of many service related attributes including: u Service entitlement definition u Service Level Agreement content u Intelligent call routing based on the selected service u Advisory checklists u Recommended specialists with relevant skills needed to support this service u Current lifecycle status, planned and actual go live dates, service package information and underpinning CIs MSM Service Level Management MSM offers the most powerful Service Level Agreement (SLA) and Operational Level Agreement (OLA) Management in the industry. Service Level Management is crucial for introducing and implementing reasonable expectations between you and the customers you support. It establishes a two way accountability for service, which is negotiated and mutually agreed upon; helping you to meet customer expectations. Good Service Level Management is essential for building your service organisation s credibility. It is a measure of how serious you are about providing support. Service Level Management is the basis for evaluation and improving service levels on an ongoing basis. Use MSM to: u Measure adherence to agreed customer service levels u Monitor and report on performance of 3rd party suppliers u Report on reasons for service breaches u Re-negotiate maintenance contracts u Match target achievement against customer satisfaction levels 5 Use MSM for: u Be notified of SLAs about to breach u Standard asset, inventory and computer equipment tracking u Baseline existing services u Configuration management and building/plant service management

8 MSM - Integrated ITSM Software - Your route to service excellence 6 MSM Service Measurement & Reporting Reporting and quality management information are two of MSM s most powerful, standard features with easy to use, real-time reporting and unique interactive graphs from any display screen. Outputs are available in textual, statistical and graphical formats. A wide range of standard reports is included. Use MSM to: u Demonstrate value for money u Provide feedback to customers u Report on conformance to agreed service levels MSM Capacity Management MSM helps to ensure you have enough people, equipment, computer power, storage capacity and bandwidth to meet business needs; from the initial recording, analysis and reporting of capacity related issues and events (e.g. available disk space, poor network performance) through to raising a formal change request to resolve the capacity issue. MSM IT Service Continuity Management Any incident, no matter how small, can have a major impact on your business, its credibility, financial viability and customer confidence. MSM provides a wide range of features to support your IT service continuity plan, helping you to ensure the business survives. Use MSM for: u Maintaining contact details e.g. key personnel, partners and suppliers u Attaching business continuity and IT plans u Business impact prioritisation u Disaster recovery manifest reporting u Critical business services and recovery times u Configuration of standard builds u An up-to-date asset register with critical items highlighted MSM Availability Management & Outage Tracking MSM provides for the setting of agreed availability targets and outage events during a specific period. Percentage unavailability, by date period, can then be analysed and reported upon by service, configuration item (e.g. server) and period. Use MSM to: u Measure actual vs. planned availability and provide the means to monitor this at both a summary and detailed level u Track and report achievement against a Service Level Agreement target u Report on cost of outage (based on user-defined, cost per minute value) u Report by the user-definable, generic cause of the outage (e.g. maintenance, service) u Report on outage events by period MSM Financial Management MSM provides extensive features for tracking, managing, reporting and identifying costs within your support operation helping ensure you gain value for money from your IT investment. Use MSM to identify: u Value for money u Equipment costs and current valuations u Investments in a specific vendor or service u Overall maintenance charges u Cost of handling customer requests u Cost of service unavailability u Value of deliverables by contractors u Chargeback costs to departments u Charges for routine service tasks u Expected maintenance costs over the next 3 years u Total cost of service Branding/Customisation MSM s product interface provides extensive levels of branding and customisation. At a high level, each installation can be branded to your corporate colours, typeface and logos. At an operational interface level, individual users can have their own preferences saved on a per screen basis. Similarly, intelligent filtering allows the data displayed in many screens to be defined based on the privilege, class/role of the user.

9 MSM Utilities & Components MSM Mail Import Functionality that frees up Service Desk staff from low impact calls as your internal/external customers are provided with the flexibility of registering their service requests via , rather than phoning them in. They can automatically receive a receipted confirmation and unique call reference number. MSM Integrates with industry standard SMTP systems and POP3 for inbound . MSM Event Monitor This SNMP based monitoring utility enables you to automatically record major incidents, infrastructure events and affected services before they impact the business. u Link into your own system management tools u Automatically prioritise and assign to the right specialist or team u Transparently link into the MSM CMDB Leveraging your investment in systems monitoring and automation tools. MSM LDAP Integrator Functionality enabling access to a company s centralised LDAP directory of common information for the purpose of populating and continuously synchronising/updating such data into MSM s databases. MSM Contract Service Entitlement MSM s powerful contract entitlement functionality is essential for any service provider who delivers contracted services and needs to check the services the caller is entitled to. MSM Asset Discovery Integrator Functionality that provides seamless connectivity between the MSM Service Asset and Configuration Management component and any ODBC compliant 3rd party discovery tool. This removes the need for manual data transfer between products and provides an accurate, real-time view of asset information for comparison with information held within your MSM CMDB. MSM Discovery MSM Discovery is an automated IT inventory management and systems administration tool, developed for auditing desktop and server computers. It enables you to populate the CMDB with audited asset information, accurately and quickly assess the status of audited hardware and software, monitor hardware configurations and software usage, manage software licensing, identify computers without virus software or security patches and quantify suspected hardware losses. MSM Discovery, running in parallel with your CMDB, provides a constantly updated view of actual configurations, any changes or exceptions and enables service staff to view both the CMDB and the discovered DB. MSM Knowledge (for Support Teams) MSM provides a sophisticated and powerful knowledge management and search engine component that enables you to ask questions in your own words and be presented with possible resolutions. Search both MSM Knowledge Items and external data sources, including user configured websites, document repositories and 3rd party knowledge packs for vendor specific knowledge. u Provide real-time matching of possible solutions u Easily identify which knowledge sources are frequently used u Helps target maintenance effort to where it s needed u Shows topic areas where more knowledge may deliver benefit u Identify unanswered questions u Shows potential gaps in knowledge u Helps measure quality of User Experience Improving your first time fix rates couldn t be easier. MSM Web Self- Service (Basic) Provide your customers (internal/external) with a basic, web browser based (24/7) self-service tool that enables them to register and monitor the progress of their own service requests. MSM Web Self-Service (Intermediate) Your customers have the flexibility to register and monitor the progress of their own service requests, add attachments and access MSM Knowledge Items with this web browser based (24/7) self-service tool. MSM Web Self-Service (Advanced) This advanced web self-service component offers your customers access into MSM Knowledge - Marval s powerful and sophisticated knowledge search engine. Note: MSM Knowledge (for Support Teams) and MSM Web Self-Service (Intermediate) are required before this option can be enabled. 7 Note: Certain utilities/components are included as standard, others may be available as options depending on MSM edition selected. Please check Edition Guide for details.

10 MSM Web Services Connector (Basic) u Designed for high latency links (satellites etc.) 8 MSM Web Services Connector (Basic) provides a web service interface into MSM, enabling HTTP integration with third-party systems and applications; allowing contacts, configuration items and organisational units to be easily added and updated. MSM Web Services Connector (Advanced) Free up service desk staff from low impact calls with this advanced web service interface. In addition to allowing contacts, configuration items and organisational units to be easily added and updated, MSM Web Services Connector (Advanced) also provides your customers (internal/external) with the flexibility to automatically raise requests in MSM from third party systems. Technology Overview u 100% web based zero footprint client with no required downloads (compatible with Internet Explorer and Firefox) u Built on ASP.NET u Highly scalable architecture u Intelligent application server load balancing u High-speed performance u High resilience architecture with full cluster support u Comprehensive web services for application/data interoperability u LDAP connector (AD, edirectory) u Supporting both application authentication and single Windows logon u Asset Discovery Integrator (ADI) for connectivity to a broad range of asset discovery tools u Multi-language support (including multi byte characters sets) u Full time zone support (all times and escalations are managed in local time) u Full reporting suite of ITSM standard reports u Knowledge Management options using self-learning technology u Customisable self-service portal u Intelligent SNMP connector for integration with 3rd party systems event monitors u Inbound and outbound connectors (Integrates with industry standard SMTP systems and POP3 for inbound )

11 Why choose Marval? Marval Software Limited is a One-Stop Shop, providing integrated ITIL and ISO/IEC compatible IT Service Management and Service Desk Software, Consultancy and Accredited ITIL and ISO/IEC Education and Training designed to improve service quality, productivity, customer satisfaction and reduce costs. Why choose MSM Software? MSM - ITIL and ISO/IEC compatible software - ensures a reliable IT and service infrastructure, increased productivity and adaptability in service provision. It has been implemented by organisations across many diverse sectors worldwide and is used for internal and external support and by providers of outsourced and managed services. Marval Software Limited is a major practitioner, innovator, thought leader and contributor to Best Practice and standards in ITSM and is co-author of ITIL and ISO/IEC It has been helping customers deliver service excellence since 1989 and understands what it takes to become a world-class service team. u It provides you with everything you need for a total integrated Service Management solution that can be used by your whole organisation u It is fast, flexible, easy to use and deploy and puts you in total control of all your IT and related business activities by providing you with extensive, accurate and up-to-the-minute management information for making informed decisions u It makes your staff more productive and your processes easier to manage, ultimately saving you time and money u It is fully scalable and will grow and keep up-to-date with the ever changing needs of your business u It provides you with instant access to knowledge u It keeps your customers informed and satisfied u It demonstrates what a great value for money service your IT service and support staff delivers Practising what we preach Marval Software Limited is an ISO/IEC registered company 9 Contact us now to discuss how you can improve your service E: W: marval-group.com Marval and MSM are Registered Trade Marks of Marval Software Limited Marval also recognises the trade mark rights of the 3rd party trade mark owners mentioned in this document ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries Award-Winning Track Record Marval and its customers have an unprecedented record attaining major industry recognition, including coveted awards from the IT Service Management Forum (itsmf) and the Service Desk Institute (SDI). Supporting internal and external customers to international standards

12 MSM - Edition guide Protect and build on your investment There is an edition of MSM that will meet your current needs. When you are ready to progress - as your service offering matures and requirements increase - your investment is protected with our smooth and seamless product upgrade path. MAN INTEGRATED IT SERVICE MANAGEMENT SOFTWARE Your route to service excellence PRODUCT CONTENT PRODUCT VARIANTS Processes Supported Incident Management & Request Fulfilment Event Management * SLA/OLA/UC Management Service Reporting Service Asset Management Service Asset & Configuration Management (CMDB) Service Portfolio & Catalogue Management Problem Management Change & Task Management Release & Deployment Management Financial Management (Basic) Capacity Control** Business Continuity Support** Availability Planning & Outage Tracking** Financial Management (Advanced) Capacity Management IT Service Continuity Management Availability Management & Outage Tracking Utilities / Components MSM Client Server to Web-based edition Transition Tool MSM Knowledge Item Management MSM Web Services Connector (Basic) MSM Web Self-Service (Basic) MSM LDAP Integrator Option MSM Mail Import Option Option MSM Web Services Connector (Advanced) Option MSM Asset Discovery Integrator Option Option MSM Event Monitor Option* MSM Contract Service Entitlement Option MSM Discovery Option Option MSM Knowledge (for Support Teams) Option Option Option MSM Web Self-Service (Intermediate) Option Option Option MSM Web Self-Service (Advanced) Option Option Option Contact us now to discuss how you can improve your service E: W: marval-group.com * = Available in conjunction with appropriate Option ** = Basic process management Marval Software Limited Design:

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE brochure Update Global Partners.qxd 30/9/09 16:44 Page 2 - Marval s next generation - Marval s of integrated next IT generation of integrated

More information

Marval Software Limited. G Cloud iii Framework Service Definition

Marval Software Limited. G Cloud iii Framework Service Definition 1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)

More information

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views. DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

LANDesk Service Desk. Outstanding IT Service Management Made Easy

LANDesk Service Desk. Outstanding IT Service Management Made Easy LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT

More information

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3.

LANDesk Service Desk Certified in All 15 ITIL. v3 Suitability Requirements. LANDesk demonstrates capabilities for all PinkVERIFY 3. LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

Enterprise ITSM software

Enterprise ITSM software Enterprise ITSM software About vfire vfire is an Enterprise level IT Service Management Software tool developed by Alemba. As the successor to VMware s Service Manager product (formerly infraenterprise),

More information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

CASE STUDY: Shrewsbury and Telford Hospital NHS Trust SECTOR: Healthcare

CASE STUDY: Shrewsbury and Telford Hospital NHS Trust SECTOR: Healthcare CASE STUDY: Shrewsbury and Telford Hospital NHS Trust SECTOR: Healthcare MSM integrated IT Service Management software solutions have been adopted by organisations across many diverse sectors worldwide;

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

CASE STUDY: Leicestershire County Council SECTOR: Local Government

CASE STUDY: Leicestershire County Council SECTOR: Local Government CASE STUDY: Leicestershire County Council SECTOR: Local Government Successful SDI Accreditation for Leicestershire County Council helped by Marval and MSM MSM integrated IT Service Management software

More information

ITSM Tool Specification Overview

ITSM Tool Specification Overview IT Tool pecification Overview Purpose The purpose of this document is to set the vision for the IT tool and to act as the specification used to shortlist potential tools. ithin ICT at the Authority we

More information

ORACLE IT SERVICE MANAGEMENT SUITE

ORACLE IT SERVICE MANAGEMENT SUITE ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award

CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award MSM integrated IT Service Management software solutions have been adopted by organisations

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management best practices WHITE PAPER Understanding ITIL Service Portfolio Management and the Service Catalog An approach for implementing effective service lifecycle management Table of Contents Executive Summary...1

More information

Module 1 Study Guide

Module 1 Study Guide Module 1 Study Guide Introduction to OSA Welcome to your Study Guide. This document is supplementary to the information available to you online, and should be used in conjunction with the videos, quizzes

More information

Service Management Simplified

Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software which helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

CA Service Desk Manager

CA Service Desk Manager DATA SHEET CA Service Desk Manager CA Service Desk Manager (CA SDM), on-premise or on-demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

Asset & Configuration Management (CMDB) Workshop. Don Page Marval Group www.marval.co.uk

Asset & Configuration Management (CMDB) Workshop. Don Page Marval Group www.marval.co.uk Asset & Configuration Management (CMDB) Workshop Don Page Marval Group www.marval.co.uk Who is Don - Credentials Co-author of ITIL (worldwide best practice in ITSM) Co-author of BS15000 (British Standard

More information

Managed Desktop Support Services

Managed Desktop Support Services managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying

More information

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds. ENTERPRISE MONITORING & LIFECYCLE MANAGEMENT Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save

More information

Ubertas Cloud Services: Service Definition

Ubertas Cloud Services: Service Definition Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust. Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud

More information

Risk profile table for deployment of releases to the main web site. High Acceptable Unacceptable Unacceptable

Risk profile table for deployment of releases to the main web site. High Acceptable Unacceptable Unacceptable ITIL V3 Intermediate Capability Stream: RELEASE, CONTROL AND VALIDATION (RC&V) CERTIFICATE SCENARIO BOOKLET Scenario One A global company develops their own applications to support the business. The Service

More information

Vistara Lifecycle Management

Vistara Lifecycle Management Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

More information

ITIL V3 Intermediate Capability Stream:

ITIL V3 Intermediate Capability Stream: ITIL V3 Intermediate Capability Stream: RELEASE CONTROL AND VALIDATION (RC&V) CERTIFICATE SCENARIO BOOKLET Scenario One A global commercial IT service provider has three service desks that support internal

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

Achieve Service Excellence with VivaDesk

Achieve Service Excellence with VivaDesk Achieve Service Excellence with VivaDesk Organise and automate your customer service, help desk or service desk operations. vivantio.com Introducing VivaDesk VivaDesk is a service management software application

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

Symantec ServiceDesk 7.1

Symantec ServiceDesk 7.1 Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

ITIL Essentials Study Guide

ITIL Essentials Study Guide ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

TOPdesk Professional. Service Management Simplified

TOPdesk Professional. Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software that helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address IT costs and streamline operations with IBM service request and asset management solutions. Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become

More information

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT

More information

CASE STUDY: Stockport Metropolitan Borough Council SECTOR: Local Government

CASE STUDY: Stockport Metropolitan Borough Council SECTOR: Local Government CASE STUDY: Stockport Metropolitan Borough Council SECTOR: Local Government MSM ITSM Software is a key tool for Stockport Council ICT in the drive for continual service improvement and efficiencies MSM

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

ITIL Introducing service operation

ITIL Introducing service operation ITIL Introducing service operation This document is designed to answer many of the questions about IT service management and the ITIL framework, specifically the service operation lifecycle phase. It is

More information

ITIL A guide to service asset and configuration management

ITIL A guide to service asset and configuration management ITIL A guide to service asset and configuration management The goal of service asset and configuration management The goals of configuration management are to: Support many of the ITIL processes by providing

More information

Overview of Service Support & Service

Overview of Service Support & Service Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial

More information

Supportworks ITSM Enterprise IT Service Management For Business

Supportworks ITSM Enterprise IT Service Management For Business Supportworks ITSM Enterprise IT Service Management For Business www.hornbill.com Supportworks ITSM Enterprise IT Service Management For Business The purpose of IT Service Management (ITSM) is to integrate

More information

Installation Guide. Tech Excel January 2009

Installation Guide. Tech Excel January 2009 Installation Guide Tech Excel January 2009 Copyright 1998-2009 TechExcel, Inc. All Rights Reserved. TechExcel, Inc., TechExcel, ServiceWise, AssetWise, FormWise, KnowledgeWise, ProjectPlan, DownloadPlus,

More information

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

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

More information

SapphireIMS Service Desk Feature Specification

SapphireIMS Service Desk Feature Specification SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams

More information

Industry. Head of Research Service Desk Institute

Industry. Head of Research Service Desk Institute Asset Management in the ITSM Industry Prepared by Daniel Wood Head of Research Service Desk Institute Sponsored by Declaration We believe the information in this document to be accurate, relevant and truthful

More information

pavassure Resolve Service desk Onsite diagnosis and recovery Enhanced hours support Monitor Event monitoring & alerting Reporting Services

pavassure Resolve Service desk Onsite diagnosis and recovery Enhanced hours support Monitor Event monitoring & alerting Reporting Services Factsheet : pavassure pavassure has been designed to deliver your business and IT team complementary technical experience, service and support offerings to assist you in the delivery and of your IT service

More information

Dynamic Service Desk. Unified IT Management. Solution Overview

Dynamic Service Desk. Unified IT Management. Solution Overview I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

BSM for IT Governance, Risk and Compliance: NERC CIP

BSM for IT Governance, Risk and Compliance: NERC CIP BSM for IT Governance, Risk and Compliance: NERC CIP Addressing NERC CIP Security Program Requirements SOLUTION WHITE PAPER Table of Contents INTRODUCTION...................................................

More information

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason

More information

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary

More information

DirX Identity V8.5. Secure and flexible Password Management. Technical Data Sheet

DirX Identity V8.5. Secure and flexible Password Management. Technical Data Sheet Technical Data Sheet DirX Identity V8.5 Secure and flexible Password Management DirX Identity provides a comprehensive password management solution for enterprises and organizations. It delivers self-service

More information

Service Management. A framework for providing worlds class IT services

Service Management. A framework for providing worlds class IT services Service Management A framework for providing worlds class IT services Barry Corless MISM Slide - 1 Copyright Remarc Technologies Ltd, 2007 These course notes were produced by Remarc Service Management,

More information

Design Ideas. LANDesk Service Desk Suite

Design Ideas. LANDesk Service Desk Suite Design Ideas LANDesk Service Desk Suite LANDESK SERVICE DESK SUITE DESIGN IDEAS This document contains information that is the proprietary and confidential property of LANDesk Software, Inc. and/or its

More information

State of Tennessee Sourcing Event #9160 ServiceNow Preliminary Statement of Work (SOW)

State of Tennessee Sourcing Event #9160 ServiceNow Preliminary Statement of Work (SOW) State of Tennessee Sourcing Event #9160 ServiceNow Preliminary Statement of Work (SOW) ServiceNow Implementation Project Objectives to be completed are: 1. Aide in optimizing processes and integration

More information

ITIL Event Management in the Cloud

ITIL Event Management in the Cloud ITIL Event Management in the Cloud An AWS Cloud Adoption Framework Addendum July 2015 2015, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational

More information

Service Desk as a Service

Service Desk as a Service Service Desk on Command A Steria Cloud Services Offering Service Name Service Desk on Command Service Desk as a Service Type of Service: IaaS PaaS SaaS Specialist Services Deployment Model: Public Private

More information

IT Service Management

IT Service Management IT Service Management Centra Session 1 Wednesday 13 April 2011 Harry Powell DER Program Manager, DECS Deputy Chairman, itsmf Australia Director Strategic Planning, itsmf Australia Don Priest DER Project

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

NetSupport ServiceDesk Getting Started Guide

NetSupport ServiceDesk Getting Started Guide NetSupport ServiceDesk Getting Started Guide Copyright 2014 NetSupport Ltd All rights reserved Contents Welcome... 3 Definitions... 3 Features... 4 Incident Management... 4 Change Management... 5 User

More information

Published April 2010. Executive Summary

Published April 2010. Executive Summary Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must

More information

Integrating Project Management and Service Management

Integrating Project Management and Service Management Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Solution Brief and Key Features Datasheet

Solution Brief and Key Features Datasheet SMART Service Desk ITIL 2011 + ISO 20000 + SaaS www.smartservicedesk.com Solution Brief and Key Features Datasheet SMART Service Desk - IT Service Management Suite SMART Service Desk Service Management

More information

Managing IT Using the Summit Platform

Managing IT Using the Summit Platform White Paper Managing IT Using the Summit Platform SUMMUS Software 1 Introduction Midsize and enterprise organizations worldwide are faced with increasingly tough challenges. Many are asking their IT organizations

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

SD0-302 Service Desk Manager Qualification

SD0-302 Service Desk Manager Qualification SD0-302 Service Desk Manager Qualification Version 4.5 Topic 1, Volume A QUESTION NO: 1 What is the key outcome of keeping commitments to users, team members and organizations? A. It boosts credibility,

More information

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................

More information

Product Data Sheet. www.intellectme.com www.it-corner.net

Product Data Sheet. www.intellectme.com www.it-corner.net www.intellectme.com www.it-corner.net help desk logos are registered trademarks of Automate your help desk and asset management and improve your business efficiency - Reduce expenditure on HW and SW by

More information

PUR1308/12 - Service Management Tool Minimum Requirements

PUR1308/12 - Service Management Tool Minimum Requirements PUR1308/12 - Service Tool Minimum Requirements No. General Requirements The Supplier organisation must have 10 years or more experience in 1. developing Service software. 2. 3. 4. 5. 6. 7. 8. The Supplier

More information

Invest in your business with Ubuntu Advantage.

Invest in your business with Ubuntu Advantage. Invest in your business with Ubuntu Advantage. Expert advice. Specialist tools. Dedicated support. Introducing Ubuntu Advantage Contents 02 Introducing Ubuntu Advantage 03 Ubuntu Advantage 04 - Landscape

More information

Combine ITIL and COBIT to Meet Business Challenges

Combine ITIL and COBIT to Meet Business Challenges Combine ITIL and COBIT to Meet Business Challenges By Peter Hill, Director, IT Governance Network, and Ken Turbitt, Best Practices Director, BMC Software BEST PRACTICES WHITE PAPER Table of Contents ABSTRACT...

More information

The ITIL Foundation Examination Sample Paper A, version 5.1

The ITIL Foundation Examination Sample Paper A, version 5.1 The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service Management David Birkenbach SAP Session 1603

Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service Management David Birkenbach SAP Session 1603 Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service David Birkenbach SAP Session 1603 Johnson & Johnson Founded in 1886. Worldwide headquarters in New Brunswick, New Jersey, USA. Engaged

More information

See all, manage all is the new mantra at the corporate workplace today.

See all, manage all is the new mantra at the corporate workplace today. See all, manage all is the new mantra at the corporate workplace today. 1) Do you want to schedule backups, software updates using just one consistent automation platform? 2) Do you want a product that

More information

BMC Remedy OnDemand. Product Overview

BMC Remedy OnDemand. Product Overview Alf Abuhajleh January 2012 Table of Contents BMC Remedy OnDemand 2 What you get with your subscription 2 Applications... 2 Purchase Requirements... 2 Internationalization... 2 Infrastructure and Service-level

More information

The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org

The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org 1 The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org Tecnoteca Srl tecnoteca@tecnoteca.com www.tecnoteca.com CMDBuild READY2USE 2 CMDBuild READY2USE is a CMDBuild

More information

Fermilab Computing Division Service Level Management Process & Procedures Document

Fermilab Computing Division Service Level Management Process & Procedures Document BMC Software Consulting Services Fermilab Computing Division Process & Procedures Document Client: Fermilab Date : 07/07/2009 Version : 1.0 1. GENERAL Description Purpose Applicable to Supersedes This

More information

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview

More information

SAP IT Infrastructure Management

SAP IT Infrastructure Management SAP IT Infrastructure Management Legal Disclaimer This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information