IT service Management & Symantec Altiris Integration

Transcription

1 IT service Management & Symantec Altiris Integration 2012 version for ITSM Pat Group: Helpdeskadvanced for ITSM en-1.00

2 It's a scalable software solution, flexible, highly configurable for IT process management for SMB and organizations. Highly scalable to connect with other open backend systems, Helpdeskadvanced is a tool for IT Service Management, based on the ITIL V.3 standard.

3 Quick view Helpdeskadvanced for ITSM comes from 17 years of experience from the Helpdeskadvanced suite. With over 400 active installations worldwide, Helpdeskadvanced is the innovative solution for the IT governance for your organization. 17 Installations Years of experience Active licenses k+ 9 countries where it s used 3Awards 21 Available modules

4 Features SAAS On Premise Scalable functionalities Over 20 components available and more are in the pipeline for future release Configurable Configurable with no need for scripting languages or custom code. Cost effective Thanks to a dedicated web portal for self support 24/7 Multilanguage Available in 6 languages Integrated Via a SOA architecture using webservices it connects with your IT back-end systems Automation Innovative workflow and process management Easy Steep learning curve, no need for training or complex configuration Always on Constant check and ticketing process automation Multichannel Multichannel support

5 ITIL standard Helpdeskadvanced for ITSM fully complies to ITIL V3 standards and implements all the features that your organization needs to improve and manage the IT service life cycle. It enables continuos improvement and optimization to increase your ROI. Organization

6 Features for ITSM 20 different components can be integrated A functional and technical scalable platform SERVICE MANAGEMENT ASSET & CONFIGURATION MANAGEMENT CHANGE & WORKFLOW FULLFILLMENT REQUEST FULLFILLMENT KNOWLEDGE MANAGEMENT RESOURCE PLANNING EVENT MANAGEMENT/ MULTIMODE MANAGEMENT SERVICE REPORTING/ MONITORING AND CONTROL

7 CMDB ITIL compliant components integrated with Helpdeskadvanced to plan and manage IT resources according to ITIL standards.. Compliant to ITIL V3 standards Compliant to CMDBF specifications ( ) Integrated with HDA in federated mode Integrated with thirdparty tools and webservices Graphic editor tool

8 Service Management on multi-channel Helpdeskadvanced is not a simple ticketing system, but an innovative solution to support multi-channel IT Service Management. HDA CTI Link Customer care components for VOIP and telephone hub HDA FAX Software and hardware components for FAX automation HDA SMS Software and hardware components for SMS sending and receiving process management iweb IT support via a dedicated web portal HDA MAIL Advanced integration with systems in a two-way mode both for customers/ users and for staff HDA SOCIAL Social Network driven support (Twitter, Facebook)

9 Web based support Online self service support thanks to a dedicated website managed by cms panel. Full life cycle ticketing management On line FAQ and Knowledgebase Shared Download workspace Users Forum News Management Customizable administrator UI Secure access authentication Available in 6 languages

10 Automated driven support HDAMail Ticket Management Subject: password recovery Hi, how can i recover my password? support@acme.com Mail verifications and rules application Subject: RE: password recovery Dear John White. Please follow these instructions.. Send reply Multidomain management (support@xyz.it;help@xyz.it) Automatic routing Automatic, event and action triggering Ticket driven custom messages Spam control Reduced investment in dedicated operators for callbacks Reduced update requests (20%) Increased customer satisfaction

11 Modules and features Dedicated functions and features for different IT Service management applications. TRACKING Customer/user management and trouble ticketing STAFF Management of cost centers, tasks, profiling of support personnel HELPDESK Company knowledge base ASSET Management of hardware and software components ANALISYS/ REPORT Basic analysis and reporting module SDK Software Development Kit, tool for development with external systems as well as internal development XML.NET Module for the integration into system networks through XML protocol WORKFLOW Automation of operative flows within Helpdeskadvanced WEB MULTILANGUAGE Language tool ADVANCE REPORTING Advanced and interactive data analysis module To see all Helpdeskadvanced modules visit:

12 Admin interface Functional, easy and intuitive web based interface. A single UI for the best user experience for customer support. Configurable and available in 100% web-based mode Multilanguage support Increased product performance Scalability Enhanced usability Based on rules rather than functions

13 Multi-language user interface Frontend interface available in 6 languages ITALIAN ENGLISH FRENCH SPANISH GERMAN RUSSIAN

14 XML.net Developed for 3rd party system integration and outsourcers. Provides access to the entire HDA for ITSM suite by means of Webservices based on XML/JSON technologies. Simplified integration with external systems, in order to keep data constantly aligned. Altro Helpdesk XML.net XML.net Reseller Provider Real time information Reduced data management cost Secured data Reduced requests Cost effective by reducing manual operations Easy data and event integration in a networked environment. Data sharing across different ticketing systems providing cost reduction in batch data transfer. System indipendent

15 Altiris integration Helpdeskadvanced for ITSM offers a module which fully integrates Altiris from Symantec making it possible to work bi-directionally between the two platforms and achieve effective, complete IT Governance. Ready to use the integration between Altiris and HelpdeskAdvanced for ITSM is ready to go without long setup and configuration times Bi-directional Data, actions and information are integrated across the two platforms and can be viewed and used bi-directionally from within each platform console Easy to use The integration has been designed to facilitate the work of dedicated staff via the creation of simple commands available on the menu and data integrated into the console

16 Live Asset Discovery Definition of rules for importing assets into HelpdeskAdvanced for ITSM. This functionality means that devices found and managed by Altiris and defined as assets in HelpdeskAdvanced for ITSM are automatically loaded and kept up to date and can be configured via filters that show which data and functionality to transfer. Remote Control Enables access to the remote control tools available in Altiris for selected devices directly from the HelpdeskAdvanced for ITSM interface. Single ticket & asset view Provides access to the device detail interface imported by Altiris via the ticket (or asset) detail in HelpdeskAdvanced for ITSM. This makes more information available and allows for specific Altiris functions and/or actions to be called up. Integration of event management with Generate a ticket based on the receipt of an previously formatted by Altiris. The ticket is linked to the asset that the event has been generated by and is automatically sent to the correct management group thanks to assignment rules. Functionality from Altiris Generation of tickets directly from the resource list or detail View history of tickets associated to a specific resource Management of predefined or configurable alerts for integration into where desired

17 Process Task Management Enables personalized tasks created and published in Altiris to be run from the HelpdeskAdvanced for ITSM interface. Patch Management Enables management of patch distribution and analysis of vulnerabilities directly from within the HelpdeskAdvanced for ITSM interface. Dashboards Allows users to view the dashboard and reports (both standard and personalized) on the Altiris platform from inside HelpdeskAdvanced for ITSM with all data fully integrated. Advanced event Management By using BrainBusiness, the native HelpdeskAdvanced for ITSM BPM it s possible to define, control and automate personalized flows for the management of events linked to assets generated by Altiris Functionality from Altiris Native integration with Altiris workflow to manage the publication of functions which can be called up directly from the HelpdeskAdvanced for ITSM interface so as to personalize inventory processes or create customized integration functions in the Altiris interface. The requirement for this integration, as well as that required for Live integration, is the adoption of BrainBusiness.

18 Software infrastructure Altiris

19 Native Business Process Manager that extends the capability of Helpdeskadvanced by allowing service orchestration and complex process management. Brainbusiness is the native PBM platform for Helpdeskadvanced. It has been carefully crafted to manage and automate your key ITSM processes, greatly improving efficiency and helping to fill the IT gap. AUTOMATION CONTROL REDUCED LATENCY ERROR REDUCTION INTEGRATION PERFORMANCE BOOST

20 Editing and process control The Studio editor of Brainbusiness allows visual editing of business processes IT Service Management processes are then managed and coordinated by Brainbusiness engine Process modeler The process modeller maps the processes using diagrams and flow-charts. Process developer The process modeler develops the processes based on process modeler schemes.

21 A Business analyzer component that can define and set KPIs and monitor SLAs to check process metrics. A smart Business Intelligence application in your organization. Statistics: Tickets Process modeler Innovative data analysis for HDA data Disegna i processi di bussiness a livello logico OLAP data structure. Native ETL Client can be Web based, rich or mobile Several data views already available The ideal HDA tool for analyszing and optimizing costs

22 A native tool for Helpdeskadvanced to increase awareness of business information, improve research capabilities and the organization of documents. -76% Time spent by the users to collect information and data in Helpdeskadvanced, using Powerfinder Process modeler Disegna Powerfinder i processi is di able bussiness to collect data in a livello logico mostly all the formats supported by Helpdeskadvanced by indexing information on a regular schedule. Powerfinder is natively integrated with Helpdeskadvanced: all the information is available through a single interface that uses a semantic engine to index contents Greatly reduces time in finding documents, greatly improving the response time and effectiveness of the search service

23 The evolved system integrated with Helpdeskadvanced to provide interactive support in self service mode. It uses the new semantic frameworks and knowledge acquisition to guarantee 24/7 continuos support through interactive chatbox or a digital assistant, reducing the cost for the first level customer support. Process Braininteractive modeler has a powerful Disegna semantic i processi engine, di bussiness it applies state of a livello the logico art technologies to create a proactive and effective dialog with the user. Self learning while working, improving its capability to provide self service support. Greatly reduces the response time by resolving automatically tickets in 24/7 enviroment.

24 We help you optimize the IT processes in your organization. Ask for a demo version or contact our business partner. Web: Ph: