IT Service Desk Manager
|
|
- Luke Chambers
- 8 years ago
- Views:
Transcription
1 IT Service Desk Manager Sangita Chandrakant Panmand [1], Sudarshan Ramakant Patil [2] Jainam Technology Pvt. Ltd, Bhaveshwar Complex, Patelwadi. Kurla, Mumbai, Maharashtra A B S T R A C T Service desk Manager (SDM), on-premise or on- demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree view into your IT services. It is versatile, comprehensive IT support solution to help you build superior request, problem, incident and knowledge management process with simplified and enhanced change and configuration management. SDM Lets you get control of your change process and standardized your IT business process in accordance with industry-proven best practices. Service Desk Manager provides a modern, consumer-like user experience featuring mobility, social mediabased collaboration and compelling visualization for end users, analysts and management. SDM can consolidate multiple, disparate help desks and separately manage customers without having to deploy multiple service desks, a key feature for Service Providers all with the objective of reducing the cost and complexity of managing multiple software instances. SDM delivers extensive automated support tools to identify, diagnose, and resolve issues, delivering a higher quality of customer service while lowering costs. Index Terms: Service desk Manager (SDM), ITIL, Service Desk, Process Automation I. INTRODUCTION A Service desk understands that information offers companies strategic advantages and it ensures proper mechanism are in place for the data to be analyzed, produced and distributed seamlessly. The best Service Desks manage information delivery by utilizing Information IT infrastructure Library (ITIL) best practices to deliver these services. The Service Desk is the first contact in an organization for any and all IT question. According to ITIL, Service Desk is A the single point of contact between users and IT Service Management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The primary functions of the Service Desk are incident control, life cycle management of all service requests, and communicating with the customer. To survive in today s economy, IT organization faces increasing pressure to do more with less. With this in mind, savvy IT organizations are taking a comprehensive approach to service support that is, treating the individual functions within service support as an integrated whole. Holistic service support is about replacing the traditional silos approach to incident, problem, change, configuration, and asset management with a unified service support strategy. Companies that have implemented this approach are achieving greater IT efficiency and reducing costs. A leading global IT outsourcing firm views Service Desk Manager s integration if incident, problem, change, and knowledge management as the key to efficiency delivering services to 21 customers with 160,000 end users in 35 countries. SDM is helping to manage over 150,000 incidents per month by maximizing gent efficiency and is instrumental in moving its customers to standardized, ITIL-based processes for greater IT service consistency. A large It service provider has improved efficiency by around 15 percent, reducing staff overtime and boosting the quality of its services by using Service Desk Manager identify customer trends around change requests. One of the United Kingdom s leading department stores uses CA Service Desk Manager to track over 1,400 incidents a week, with up to 25 percent of these (going to 45 percent in the near future) being logged via self-service, which are then automatically routed to the appropriate support team. SDM s self-service capabilities are helping users solve their own IT issues, with up to 15 percent of issues now being resolved without direct , IJAFRC All Rights Reserved
2 involvement from IT. A large financial services holding company was able to reassign nine IT service desk agents, amounting to annual savings of more than 4.4% of service management costs. II. HIERARCHY OF SERVICE DESK LAYER The best practices enable an IT service provider to ensure the end user data is being delivered consistently under many different scenarios. Since the service desk is Single Point of Contact (SPOC) it understands that there are many reasons service can be interrupted. A service desk has means within its hierarchy to monitor and manage each layer of service from beginning to end. These layers are classified by: Figure1. Layers of Service Desk 1. Network Operations: The ability to monitor all network devices and connections remotely. A Service Desk manages and monitors incident reports, traffic, performs network reviews, implements backups and manages change on the network. Thus, a Service Desk ensures the infrastructure of the network is optimized to meet the business needs of the enterprise. 2. Systems Operations: The ability to perform core system management tasks. Core system management includes performance monitoring, installation of patches, change management, account management and support for specific platforms, Linux, UNIX, etc. 3. Database Operations: The ability to maintain and optimize database tasks. Performance monitoring, fault monitoring, log reviews, access management, and change control for database software such as Oracle, DB2, etc. 4. Security Management: The ability to protect the enterprise from external/internal threats. A Service Desk will perform vulnerability scans, monitor IPS logs and map this data to the information security related regulatory mandates. All of the functions above are delivered by utilizing various types of hardware, software and delivery process. All of these functions have to work together in a seamless manner and each has its own lifecycle and the Service Desk will manage them. Thus, when one hardware platform, software package or process needs to be replaced with newer technology or practices, the Service Desk will , IJAFRC All Rights Reserved
3 manage the transitions ensuring maximum data delivery. By performing the tasks outlined above, a Service Desk improves user satisfaction by: Minimizing business impacts of service failures Proactively managing use of the IT network of ITIL best practices Resolving incidents and requests with minimal delay Communicating with the end user As companies switch their IT service management from technology based to process based, they are able to integrate their IT needs directly into the corporation s overall strategic plan. The Service Desk plays a strategic role in this transition. The Service Desk allows companies to be less dependent on specific technology and enables them to easily connect with business partners moving forward by focusing on processes. By switching the IT focus on processes the infrastructure delivers value add to the corporate users and customers. Once the services and processes are defined, the Service Desk monitors them and the company focuses on its strategic and tactical business plan. III. ITIL-BASED PROCESS FOR SERVICE DESK The ITIL industry standard promotes best practices for help desk environments. Each ITIL-based process is a separate workflow that can be link to others, and administrators can implement any combination of ITIL workflows to address the specific needs of an organization [3][5]. 1. Incident Management: Accepts tickets from the end-user who have hardware or software issue. The objective is to recognize the issue and return the end-user to normal business operations as quickly as possible. 2. Problem management: It is a process that enables analysts to identify root causes and potential incidents in order to proactively deal with issues before they can affect end-users or cause downtime. 3. Change management: It is a process whereby changes to the infrastructure are closely reviewed and formally approved before being implemented. Service Desk is unique in that it provides steps for the preparation of implementation plans, resource identification, risk assessment, back-out plans, and scheduling. 4. Release management: It Allows IT to bundle multiple changes into a coordinated release that applies changes sequentially and takes corrective action if one change fails. In that case, a back-out plan can be executed and the entire release halted and sent back to the change committee for remediation and reimplementation. 5. Configuration management: It is primarily handled through the Symantec Configuration Management Database (CMDB) and Service Desk Notification Server [7]. 6. Knowledge-based management: , IJAFRC All Rights Reserved
4 It handles the review and approval process for knowledge-based articles and acts as a document management system for storing articles, FAQs, bulletin board entries, and Wikis tied to a database of known problem information. IV. SDM ARCHITECTURE OVERVIEW Following diagram shows the different components of the physical database, logical database, and client layers. Figure 2. Service Desk Manager Architecture Knowledge of the SDM architecture will help you master your administrative responsibilities. Most typically when SDM installation and configuration complete, everyday interaction only takes place with the client layer. A. Physical Database Layer Every installation of SDM requires a management database (MDB). MDB is a set of tables in SQL or Oracle database server. Primary server is required for every installation and can be only one per installation whereas secondary can be none, one or many secondary servers. Secondary server can be used for bandwidth heavy components of SDM such as support automation, visualizer, web services, reporting. B. Logical Database Layer Logical Database layer contains database agent process known as <platform>_agent. E.g. sql_agent communicate with chosen brand of Relational Database Management System (RDMS) and takes the generic SQL instructions from the object layer translate them into specific SQL instruction. C. Object Layer Object layer consists of object manager, which is known as domain server. Object manager resides on the primary and secondary server and maintains the objects and attributes in memory, as defined in the object level schema also run all the security in SDM. The physical database agent secures access to the database , IJAFRC All Rights Reserved
5 D. Client Layer International Journal of Advance Foundation and Research in Computer (IJAFRC) The client layer consists of the browser, web server, and SDM web engine. Web server is usually Apache Tomcat or Microsoft IIS. The supported browsers are usually Internet Explorer, Google chrome and Mozilla Firefox. The web engine passes information to the object manager, which populates the real object attributes and instructs the database agent to store the object as a record with fields in the call_req table. The database agent then stores this information as a record in the call_req table in the MDB physical database. V. PROCESS AUTOMATION Process Automation is designed to speed the delivery of IT services while helping to remove manual errors. By defining, automating and orchestrating processes across organizational silos that use disparate systems, Process Automation helps improve productivity while also enforcing standards. With Process Automation, you can automate IT processes that span multiple organizations and systems, reduce the time it takes to deliver services, and enforce standards and compliance policies across departments Figure 3. The graphical Workflow designer allows for easy process optimization VI. SERVICE MANAGEMENT PROCESS MAP The service design process map provide guidance for designing and developing of services and service management processes, and covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Organization should use guidance provided in service Design to first review which elements of these processes they have in place, before trying to change and improve design capabilities for service management [2] , IJAFRC All Rights Reserved
6 Figure 4. Service Process Map 1. IT Service Continuity Management (ITSCM) assures and support overall business continuity management by ensuring that the required IT technical and service facilities can be recovered within required and agreed upon business time-frames. 2. Service Level Management ensures that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets[4][7]. 3. Service Catalog Management is the development and upkeep of service catalog that contains all accurate details, the status, possible interaction and mutual dependencies of all current services and those being prepare to run operationally [7]. 4. Availability Management ensures that the level of service availability delivered in all services is match to or exceeds the current and future the agreed needs of the business in a cost efficient manner. 5. Information Security Management ensures the alignment of IT business security and that information security is managed efficiently in all services and service management activities. 6. Capacity Management ensures that cost-justifiable IT capacity in all areas of IT always exist and is matched to the current and future agreed needs of the business in a timely manner. VII. SUMMARY Traditional IT help-desks can't keep pace with the growing challenges facing today's businesses. What organizations need is a full IT life-cycle management approach that automates processes, enables increased self-service for common IT and business service requests, improves availability and service levels, and ultimately drives down the cost of help-desk support. The way to get there is through the integration of ITIL best practices. The all-new Service Desk (Symantec Service Desk 7.0, CA service desk 12.9) is today's most effective solution for achieving that objective. These days, organizations need the ability to quickly adapt to new conditions , IJAFRC All Rights Reserved
7 VIII. REFERENCES [1] F. Beisse, A Guide to computer User Support for Help Desk & Support Specialist, Fourth Edition. Course Technology, [2] D. Madison, Process Mapping, Process Improvement, and Process Management. Paton Press LLC, [3] P. Brooks (Lead author), Jan van Bon (chief Editor), Metrics for IT Service Management. Van Haren Publishing, [4] IT Infrastructure Library: Service Operation, Office of Government Commerce and TSO, [5] Gucer, V. et al., Implementing IBM Tivoli Service Request Manager V7.1 Service Desk, IBM Redbook SG , November, [6] ITSM & Service Desk Implementation RL Consulting IT Service Management Implementation guidelines [7] Official ITIL * Website, what is ITIL? [Online]. Available: April. 07, 2012]. [8] A. Chen and S. K. Chou, Issue in Implementing Information Technology Service Management Service Science, Vol. 1, No. 2, 2010, pp [9] Wikipedia, Information Technology Infrastructure Library, [10] C. Zhao, H. H. Gan and F. Gao, A Study on the Process Model for IT Service Management, Proceedings of Finite Element Analysis and CAD, Peking University Press, Beijing, 1994, pp [11] D. Clifford and J. van Bon, Implementing ISO/IEC Certification: The Roadmap. ITSM Library, David Clifford, Jan van Bon, , IJAFRC All Rights Reserved
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 informationCA 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 informationService Desk Best Practices
Service Desk Best Practices As an IT service provider, you understand that information can provide a powerful strategic advantage. In order to ensure the proper mechanisms are in place for information
More informationDevelopment of Information Technology Service Management System in Academy on International Standard
Development of Information Technology Service Management System in Academy on International Standard 1 Pallop Piriyasurawong, 2 Sarun Nakthanom 1 Department of Technological Education Faculty of Technical
More informationWHITE 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 informationITIL's IT Service Lifecycle - The Five New Silos of IT
The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its
More informationIBM 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 informationExpert Reference Series of White Papers. Microsoft Service Manager Simplified
Expert Reference Series of White Papers Microsoft Service Manager Simplified info@globalknowledge.net www.globalknowledge.net Microsoft Service Manager Simplified Randy Muller, MCT, MCT Regional Lead,
More informationHP 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 informationCloud Services Catalog with Epsilon
Cloud Services Catalog with Epsilon Modern IT enterprises face several challenges while building a service catalog for their data center. Provisioning with a cloud management platform solves some of these
More informationProblem 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 informationPublished 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 informationCA 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 informationMSP Service Matrix. Servers
Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server
More informationSymantec 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 informationExtend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database.
IBM Service Management solutions and the service desk White paper Extend the value of your service desk and integrate ITIL processes with IBM Tivoli Change and Configuration Management Database. December
More informationperformance 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 informationHow To Create A Help Desk For A System Center System 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 informationCisco Unified Communications Remote Management Services
Cisco Unified Communications Remote Management Services What You Will Learn Our remote, high-visibility, co-management approach gives you complete ownership and control of your converged network. Cisco
More informationCA Service Desk On-Demand
PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.
More informationDynamic 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 informationImplement a unified approach to service quality management.
Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional
More informationCA Automation Suite for Data Centers
PRODUCT SHEET CA Automation Suite for Data Centers agility made possible Technology has outpaced the ability to manage it manually in every large enterprise and many smaller ones. Failure to build and
More informationA Study of Service Desk Setup in Implementing IT Service Management in Enterprises
Technology and Investment, 2013, 4, 190-196 http://dx.doi.org/10.4236/ti.2013.43022 Published Online August 2013 (http://www.scirp.org/journal/ti) A Study of Service Desk Setup in Implementing IT Service
More informationService Catalog. it s Managed Plan Service Catalog
Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is
More informationITIL 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 informationMANAGEMENT AND ORCHESTRATION WORKFLOW AUTOMATION FOR VBLOCK INFRASTRUCTURE PLATFORMS
VCE Word Template Table of Contents www.vce.com MANAGEMENT AND ORCHESTRATION WORKFLOW AUTOMATION FOR VBLOCK INFRASTRUCTURE PLATFORMS January 2012 VCE Authors: Changbin Gong: Lead Solution Architect Michael
More informationAn 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 informationBMC 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 informationSummit 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 informationEnabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management
Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Andy Oppenheim Enterprise Management, Product Management Mervyn Lally
More informationAddress 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 informationInformation Technology Solutions
Managed Services Information Technology Solutions A TBG Security Professional Services Offering LET TBG MANAGE YOUR INFRASTRUCTURE WITH CONFIDENCE: TBG S INTEGRATED IT AUTOMATION FRAMEWORK PROVIDES: Computer
More informationService Management Foundation
Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations
More informationEnterprise 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 informationHow To Standardize Itil V3.3.5
Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations
More informationVistara 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 informationSimplify and Automate IT
Simplify and Automate IT The current state of IT INCIDENT SERVICE LEVEL DATA SERVICE REQUEST ASSET RELEASE CONFIGURATION GOVERNANCE AND COMPLIANCE EVENT AND IMPACT ENTERPRISE SCHEDULING DASHBOARDS CAPACITY
More informationClosed Loop Incident Process
Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The
More informationData Sheet: Endpoint Management Altiris Client Management Suite 7.0 Deploy, manage, secure, and troubleshoot
Deploy, manage, secure, and troubleshoot Overview The cost of a PC is only a small part of its total cost. Nearly 80 percent of the total cost of owning a client system goes toward the support and maintenance
More informationCisco Unified Computing Remote Management Services
Cisco Unified Computing Remote Management Services Cisco Remote Management Services are an immediate, flexible management solution that can help you realize the full value of the Cisco Unified Computing
More informationBMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow
BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful
More informationCA Service Catalog r12
PRODUCT BRIEF: CA SERVICE CATALOG CA Service Catalog r12 CA SERVICE CATALOG PROVIDES A CENTRALIZED LOCATION OF AVAILABLE SERVICES THAT DESCRIBES THESE SERVICES IN BUSINESS TERMS. IT OFFERS A SELF-SERVICE
More informationRelease & Deployment Management
1. Does the tool facilitate the management of the full lifecycle of Release and Deployment Management? For example, planning, building, testing, quality assurance, scheduling and deployment? Comments:
More informationMaximo 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 informationSOLUTION 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 informationData Sheet: Archiving Altiris Client Management Suite 7.0 from Symantec Deploy, manage, secure, and troubleshoot
Deploy, manage, secure, and troubleshoot Overview The cost of a PC is only a small part of its total cost. Nearly 80 percent of the total cost of owning a client system goes toward the support and maintenance
More informationSAP 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 informationIT Service Management with System Center Service Manager
Course 10965B: IT Service Management with System Center Service Manager Course Details Course Outline Module 1: Service Management Overview Effective IT Service Management includes process driven methodologies
More informationCross-Domain Service Management vs. Traditional IT Service Management for Service Providers
Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory
More informationITIL and Altiris ServiceDesk. Joseph Carson, Sr. Product Manager October 21, 2009
ITIL and Altiris ServiceDesk Joseph Carson, Sr. Product Manager October 21, 2009 Agenda Altiris Portfolio Overview IT Lifecycle Management Service Framework Establish the Face of IT to the Business Automate
More informationCA Configuration Management Database (CMDB)
PRODUCT BRIEF: CA CMDB CA Configuration Management Database (CMDB) CA CONFIGURATION MANAGEMENT DATABASE (CMDB) HELPS YOU IDENTIFY AND UNDERSTAND THE DEPENDENCIES AND RELATIONSHIPS AMONG AND BETWEEN YOUR
More informationDatacenter Management Optimization with Microsoft System Center
Datacenter Management Optimization with Microsoft System Center Disclaimer and Copyright Notice The information contained in this document represents the current view of Microsoft Corporation on the issues
More informationSimplify and Automate IT
Simplify and Automate IT Expectations have never been higher Reduce IT Costs 30% increase in staff efficiency Reduce support costs by 25% Improve Quality of Service Reduce downtime by 75% 70% faster MTTR
More informationCisco Remote Management Services for Financial Services
Cisco Remote Management Services for Financial Services The global financial services industry continues to evolve to adjust to a shifting market landscape and increased customer expectations. With demand
More informationA Provance White Paper
The Benefits of Combined IT Service Management and IT Asset Management A Provance White Paper Contents Introduction... 3 IT Service Management... 3 IT Asset Management... 4 People... 4 Processes... 5 Shared
More informationThe Importance of Information Delivery in IT Operations
The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from
More informationApplying 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 informationGETTING ITIL DONE WITH IT PROCESS AUTOMATION
OPALIS USER GUIDE IT process automation is all about orchestrating the infrastructure to support the needs of the business with the efficiencies gained through automation. David Williams, Gartner, BTQ
More informationGuardian365. Managed IT Support Services Suite
Guardian365 Managed IT Support Services Suite What will you get from us? Award Winning Team Deloitte Best Managed Company in 2015. Ranked in the Top 3 globally for Best Managed Service Desk by the Service
More informationUsing ITILv3 Methodology for Implementing New E-mail Services in Operator for Producing and Distributing Electrical Energy
Using ITILv3 Methodology for Implementing New E-mail Services in Operator for Producing and Distributing Electrical Energy 1 Selma Kovacevic, 2 Fahrudin Orucevic 1 Public Enterprise, Electrical Power Industry,
More informationSecuring the Service Desk in the Cloud
TECHNICAL WHITE PAPER Securing the Service Desk in the Cloud BMC s Security Strategy for ITSM in the SaaS Environment Introduction Faced with a growing number of regulatory, corporate, and industry requirements,
More informationBMC Remedy IT Service Management Suite
BMC Remedy IT Service Management Suite BMC Remedy ITSM enables streamlined service delivery with an amazing user experience on both sides of the service desk. Business Challenge Today s enterprises are
More informationRelease and Deployment Management Software
( Bron: ITG, Integration Technologies Group; zie ook blz 13) (Service Transition) Release and Deployment Management Software 1. Does the tool facilitate the management of the full lifecycle of Release
More informationDatasheet FUJITSU Cloud Monitoring Service
Datasheet FUJITSU Cloud Monitoring Service FUJITSU Cloud Monitoring Service powered by CA Technologies offers a single, unified interface for tracking all the vital, dynamic resources your business relies
More informationExecutive Dashboards: Putting a Face on Business Service Management
Executive Dashboards: Putting a Face on Business Service best practices WHITE PAPER Table of Contents Executive Summary...1 The Right Information to the Right Manager...2 Begin with Dashboards for IT Managers...2
More informationManagement Packs for Database
Management Packs for Database Diagnostics Pack for Database Oracle Diagnostics Pack for Database offers a complete, cost-effective, and easy to use solution for managing the performance of Oracle Database
More informationjourney to a hybrid cloud
journey to a hybrid cloud Virtualization and Automation VI015SN journey to a hybrid cloud Jim Sweeney, CTO GTSI about the speaker Jim Sweeney GTSI, Chief Technology Officer 35 years of engineering experience
More informationIntroduction. What is ITIL? Automation Centre. Tracker Suite and ITIL
1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But
More informationROUTES TO VALUE. Business Service Management: How fast can you get there?
ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize
More informationIBM Tivoli Netcool network management solutions for enterprise
IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals
More informationCA Process Automation for System z 3.1
PRODUCT SHEET CA Process Automation for System z CA Process Automation for System z 3.1 CA Process Automation for System z helps enable enterprise organizations to design, deploy and administer automation
More informationInformation Technology Auditing for Non-IT Specialist
Information Technology Auditing for Non-IT Specialist IIA Pittsburgh Chapter October 4, 2010 Agenda Introductions What are General Computer Controls? Auditing IT processes controls Understanding and evaluating
More informationGlobal Outsourcing / Infrastructure Management. Instinct 2.0. Bridging the Gap between the Disparate Needs of Organizations and End-Users
Global Outsourcing / Infrastructure Management the way we do it Instinct 2.0 Bridging the Gap between the Disparate Needs of Organizations and End-Users Bridging the Gap between the Disparate Needs of
More informationSAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com
SAP IT Infrastructure Management Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com Challenges in managing heterogeneous IT environments Determine the value that IT contributes to the business
More informationIT Service Management with System Center Service Manager
Course 10965B: IT Service Management with System Center Service Manager Page 1 of 9 IT Service Management with System Center Service Manager Course 10965B: 3 days; Instructor-Led Introduction This Three-day
More informationTaking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER
Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Table of Contents Executive Summary...1 The Service Desk Evolves...2 What s Next?...2 Enabling Innovations...3 > Configuration Management
More informationRequest for Information (RFI) For providing An Information Technology Services Management Solution. RFI No. R25CD14213
Request for Information (RFI) For providing An Information Technology Services Solution RFI No. R25CD14213 RFI No. R25CD14213 Overview The Information Technology Department (ITS) at the Toronto Transit
More informationWhy you need an Automated Asset Management Solution
solution white paper Why you need an Automated Asset Management Solution By Nicolas Renard, Support and Professional Services Manager, BMC France Table of Contents 1 OVERVIEW Automated Asset Discovery
More informationE f f e c t i v e p r o c e s s - d r i v e n
E f f e c t i v e p r o c e s s - d r i v e n S e r v i c e S u p p o r t Frontier Business Systems has over a decade of experience in design, delivery, deployment and support of complex IT infrastructure
More information& USER T ECH.C W WW. SERVICE
BUSINESS SERVICE & END USER EXPERIENCE MONITORING A UGUST 2, 2 010 A NTONIO ROLL LE V P OF PROFESSIONAL SEE RVICES W WW. GENERA TIONE T ECH.C OM W WW. RESOLV E -SYSTT EMS.CO M BUSINESS SERVICE & END USER
More informationManageEngine (division of ZOHO Corporation) www.manageengine.com. Infrastructure Management Solution (IMS)
ManageEngine (division of ZOHO Corporation) www.manageengine.com Infrastructure Management Solution (IMS) Contents Primer on IM (Infrastructure Management)... 3 What is Infrastructure Management?... 3
More informationHP 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 informationCA Service Management Solutions
CA Service Management Solutions CA Technologies Reference Code: IT017 004068 Publication Date: 09 Jan 2013 Author: Adam Holtby SUMMARY Catalyst IT functions are subject not only to the enterprise wide
More informationControl Costs with a 4-Speed SACM Transmission
WHITE PAPER: Control Costs with a 4-Speed SACM Transmission Brent J. Knipfer Director ITSM Product Management CompuCom May 2012 Executive Summary IT executives are clamoring for more control over the physical
More informationBMC Remedy vs. IBM Control Desk. How to choose between BMC Remedy and IBM Control Desk December 2014
BMC Remedy vs. IBM Control Desk How to choose between BMC Remedy and IBM Control Desk December 2014 Version: 1.0 Date: 21/12/2014 Document Description Title BMC Remedy vs. IBM Control Desk Version 1.0
More informationHow Technology Supports Project, Program and Portfolio Management
WHITE PAPER: HOW TECHNOLOGY SUPPORTS PROJECT, PROGRAM AND PORTFOLIO MANAGEMENT SERIES 4 OF 4 How Technology Supports Project, Program and Portfolio Management SEPTEMBER 2007 Enrico Boverino CA CLARITY
More informationReal World Proactive ITIL Continuous Improvement Practices Part 1. Mickey Nakamura
Real World Proactive ITIL Continuous Improvement Practices Part 1 Mickey Nakamura Part 1 Topics Mickey Nakamura Purpose of Today s Discussion Benefits of Proactive Continuous Improvement Lifecycle Approach
More informationRUNNING HEAD: ITIL V3 IMPROVES INFORMATION SECURITY MANAGEMENT
ITIL v3 Improves 1 RUNNING HEAD: ITIL V3 IMPROVES INFORMATION SECURITY MANAGEMENT ITIL V3 Improves Information Security Management Ginger Taylor East Carolina University ICTN 6823 ITIL v3 Improves 2 Abstract
More informationService Transition and Support: A CA Service Management Process Map
TECHNOLOGY BRIEF: SERVICE TRANSITION AND SUPPORT Service Transition and Support: A CA Service Process Map JUNE 2009 Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1:
More informationA Federated Approach to Systems Management. Sr. Product Specialist Systems Engineer
A Federated Approach to Systems Todd Nugent Mike Huffstatler Sr. Product Specialist Systems Engineer The Absolute Product Portfolio Cross Platform Provides policy driven management of cross platform devices.
More informationG-Cloud Managed Exchange SaaS. Service Description
G-Cloud Managed Exchange SaaS Service Description G-Cloud Managed Exchange SaaS Service Description 2 INDEX TO SUNGARD MANAGED EXCHANGE SAAS SUNGARD CLOUD SERVICES... 3 Managed Exchange SaaS Overview...
More informationEnterprise 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 informationGoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. IT Must Innovate to Meet Rising Business Expectations
GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses IT Must Innovate to Meet Rising Business Expectations IT Must Innovate to Meet Rising Business Expectations Business
More informationHP Customer Support. Remote Server Management. an Outtasking Solution Outline
HP Customer Support Remote Server Management an Outtasking Solution Outline Andreas Meinert Support Solution Architect DataCenter Solution Services, HP Germany 2004 Hewlett-Packard Development Company,
More informationCMDB Essential to Service Management Strategy. All rights reserved 2007
CMDB: Essential to the Service Management strategy Business Proposition: This white paper describes how the CMDB is an essential component of the IT Service Management Strategy, and why the FrontRange
More informationTrack-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 informationThe SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
More informationAutomated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER
Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................
More informationITSM 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