LANDesk Service Desk as a Service Service Definition
|
|
- Gary Stanley
- 8 years ago
- Views:
Transcription
1 LANDesk Service Desk as a Service Service Definition 1
2 1. Introduction LANDesk Service Desk as a Service is delivered remotely over the Internet to any location worldwide, allowing customers all the benefits of a fully featured service management solution but provided as a secure service. This means that all LANDesk Service Desk as a Service processes traditionally delivered on-premise are both fully supported and ITIL verified in the cloud. Available when and where you need it, LANDesk Service Desk as a Service is backed by a team dedicated to cloud care providing live and historical system performance data and planned maintenance information. To maintain a high level of security, full detail regarding security arrangements is not published in this document, however it is available under a non-disclosure agreement and LANDesk customers can undertake a pre-arranged onsite visit. Trusted Hosting Partners LANDesk uses partner data centre facilities provided by a UK-owned and publicly listed cloud hosting provider. The host is ISO27001 accredited and operates seven Tier 3 data centres with N+1 infrastructure resilience across the UK. 2
3 2. LANDesk Service Desk as a Service Overview Process Driven, Integrated Service Management LANDesk Service Desk as Service offers all the functionality you need to maintain your service management operation, plus it places your service operation in the wider IT operations management environment. Through actionable intelligence, deep integration and insights, the solution delivers context to support business decisions that affect your operations and to provide more opportunities for continuous service improvement. You gain control and reduce the complexity of service delivery while improving visibility across your service management operations. Problems Solved Improve service delivery Increase visibility across service operations Bridge IT infrastructures for a single system of record Prevent circumventing of policies and processes Reduce time to resolutions Strengthen change control Intelligence beyond traditional reporting Simple service desk system administration and configuration 3
4 Simplify IT integration Continuous best practice processes within and beyond the service desk Meet service level expectations Anywhere, anytime reliability Proactive communication across the business Service-oriented solution focused on how people work Improve customer satisfaction Provide context for business decisions Demonstrate the value of IT service management Easily extensible and scalable system in-house The LANDesk Service Desk as a Service suite brings together people, process and technology to orchestrate your IT operations and system performance, and to drive process improvement. The solution, which demonstrates capabilities for all 15 PinkVERIFY v 3.0 toolsets, provides a full, rich, process-driven, end-to-end service management platform offering basic resolution management and self-service to reduce business downtime, and on through to mature service portfolio management, capacity and availability capabilities for long-term growth planning and continuous service improvement. 4
5 LANDesk Service Desk as a Service is the one IT service and support solution that assists you with your customer service and communications strategy. It enables IT teams and IT technology to collaborate effectively and helps IT interact with users in a fast, friendly manner. You improve service availability and continuity, which makes users more productive. They benefit from fewer service interruptions, accelerated service restoration, and a reduction in costly downtime or other service-related business risk. Easy to own and simple to use, LANDesk Service Desk as a Service is delivered with out-of-the box functionality that can be easily configured without coding. It offers effortless automation of policies and process and adoption of best practices. The solution is available in cloud, on-premise or hybrid delivery and is ideally suited for global or distributed environments. 5
6 The LANDesk Service Desk as a Service license includes the following modules and out of the box process content as standard:- Incident Management Module; o Simple incident process either with or without survey o Rich incident process either with or without survey Problem Management Module; o Problem process Change Management Module; o Simple change process o Rich change process o Release Management process o Asset Management processes includes Asset Procurement process Asset Disposal/Removal process HR Process Module including; o Recruitment process o Starter process o HR Change process o HR Incident process o Leaver process Request Management Module includes the following processes; o Generic request o Bundle request o Access request o Software request o Hardware request o AD New User request o Password reset request Web Components including; o Self-Service including service catalogue and Mobile Self Service o Web Desk including Mobile Web Desk Users; o o o o Choice of concurrent and per seat analysts users (across all processes) Unlimited End Users Unlimited processes Unlimited process approvers Other features; o Mail manager o Knowledge Management o Configuration Management o Event Management integration o Management Information 6
7 3 LANDesk Service Desk as a Service Features & Benefits Capability Detail Benefit Process Foundation Layer Process foundation layer. ITSM processes out-of-the-box (incident, problem, request, change, knowledge and more). LANDesk Service Desk as a Service is PinkVERIFY in 15 ITIL v3 processes. HR process; onboarding off-boarding, etc. Service level management linked to processes. Configuration management database. KCS verified. Introduce consistency and control through process and policy enforcement. Improve customer satisfaction. Meet service level expectations. Resolve issues without service disruption to the organization and to user productivity. Manage regulatory, security and best practice compliance. Core Integration Pre-built connectors data source, directory services. Real time views by embedding external content. Integrate with office applications. Simplifies complexity of IT integration. Connects silos for a unified view of IT environment. Leverages existing technology. Improves service quality. Reporting Easily create or configure multi-level reporting. Prebuilt lookup lists, Crystal reports and dashboards. View real-time data on configurable, drillable dashboards. Demonstrate accountability, service quality and business value. Assists continuous service improvement. Communicate performance to the business. Administration and Design Console Design and code-less configuration of service desk application. Simple wizards and graphical user interface. Create or modify user data, asset data, window layout, processes. Execution of core service desk functionality. Easy setup. Simplified administration without developer resources. Flexible to changing business needs. Extensible and scalable. Web Desk and Mobile Web Desk Browser-based analyst interface. Core service desk feature functionality work on any process, any action. No client install or synchronization. No operating system restrictions. Any mobile or tablet device. Secure logon and logoff. Deliver IT service anytime, anywhere. Promote rapid resolution. Managers can respond to requests when out of the office. Easy administration; up and running faster. Allow analysts to use preferred method of working. 7
8 Self Service and Mobile Self Service Service Catalogue Personalized, structured self-service. Create incidents, access knowledge base, view IT notifications and follow resolution progress anytime, anywhere. Ability to integrate with existing Intranet or other web portal. Publish live services by entitlement. Look and feel is configurable to corporate standards. View and request services or service bundles. Intelligent request once, request many. Powered by configurable request process. 24/7 access to support for end user customers. Reduce analysts workload and costs. Maximize end user productivity. Improve user experience and customer satisfaction. 24/7 service requests capability. Consumer standard experience. Reduce analysts workload and costs. Maximize end user productivity. Improve user experience and customer satisfaction. Configuration Manager Version management of CI lifecycle. Link CI relationships. Map services to infrastructure. Visualize services and connected users. Impact analysis on services and users. ITIL verified service asset and configuration management. Apply context to change management decisions. Manage the risk of changes on the business more effectively. Reduce the number of incidents caused by unplanned or failed changes. Communicate with affected users, increasing customer satisfaction. Management Information Event Manager Trend graphs correlating multidimensional metrics. Define KPI s, service metrics and reporting queries. Aggregate and warehouse internal and external data from anywhere. Multiple delivery platforms including dashboard views. Receives events from any tool that can post to the LANDesk Event Manager interface. Configurable response. Intelligent event matching updates open processes. Apply template responses based on event types. Also generate events using URLS. ITIL verified Event Management and Availability Management. Intelligence beyond traditional reporting. Apply context to decision making. Track KPIs that match businesscritical success factors. Unlock hidden perspectives on performance. Use the communication method that suits the information consumer. Seamless integration. Delivery of critical information. Early detection and resolution before end-users are aware. Flexible to requirements. Continually monitor and update for accurate visibility. Users stay productive. Resource Manager Availability Calendar for viewing calendars by group or individual. Create an appointment or task in Full visibility and assignment of resources. Collaborative planning and working. Avoid conflicts and meet service level agreements. 8
9 Microsoft Outlook calendar. Automatic notification of assignments. End-to-end closed loop processes. Effective communication to all involved. Automatic update of service desk record on task completion notification. Desktop Manager Integration with LANDesk Management Suite. In-context. right click access to drive tools; e.g. remote control, software deployment, reboots. Integration with Microsoft System Configuration Manager and Novell ZENworks. Audit trail of actions. No need to leave Service Desk environment. Maximize analyst productivity and operational efficiency. Faster resolution. Leverage IT investments. 9
10 4 Trial Links Feature Trial Link Web Desk Mobile Web Desk (using a mobile device automatically switches to Mobile Web Desk format). Self Service Mobile Self-Service (displayed in Mobile format on any device or standard browser). 10
11 5 Architecture & Data Centre Environment Architecture The Service Desk as a Service platform is an application delivered over a Web Services based architecture over the public internet over a range of common devices and browser types. Tenancy LANDesk Service Desk as a Service provides single-tenant data management on a multi-tenant platform. Each customer has unique and fully separated data held in a separate database instance, however platform architecture is shared to optimise performance. Within each customer Service Desk instance, data can be partitioned to support individual service desk operations within a single framework of business rules and design. Customisation All of the systems design and query tools are built into the system and no coding is required. The customer retains control over the systems design and is therefore maintained when upgraded. LANDesk Service Desk as a Service provides access to Design and Administration through standard Microsoft Remote Desktop access to a published thin client application. 11
12 Upgrades Minor version upgrades are available typically every quarter, applied across all LANDesk Service Desk as a Service customer instances within two months of availability. Major version upgrades are available annually, applied across all LANDesk Service Desk as a Service customer instances within two months of availability. Customers are notified in advance and provided test instances and validation periods to verify any configuration behaviour remains unaffected. All design, configuration and LANDesk sanctioned customisation remains unaffected across all upgrades. All upgrades follow Change Control processes and require customer approval. Fortified Data Centres What security controls are in place to prevent unauthorised access? The data centre sites are physically secured by controlled gate access, secure perimeter fencing, and 24/7 CCTV monitoring. Each data centre suite is held within a secure building, each requiring separate security privileges to enter. Access is controlled via a change management process with key card control. Data centre personnel are onsite at all times and security camera and intruder detection are also employed. Do you have redundant data centres? Our partner has multiple data centres, with the two primary data centres. Contact LANDesk for individual requirements for resilience. What is your disaster recovery policy? Our Cloud Services are provided on a Business Continuity basis with full redundancy throughout the entire service provisioning chain. The Cloud infrastructure is fully resilient and is replicated. Data is backed up daily and includes snapshots on an hourly basis to a second data centre. Please contact LANDesk for individual assessment of requirements. How is equipment protected against power failure and how long is supplemental power available? Each hosted cabinet is fed with dual power lines to separate managed Power Distribution Units (PDUs). This means that all server devices have two power inputs to them. Each PDU is attached to a separate Uninterruptible Power Supply (UPS) farm providing power availability in the event of an outage, as well as regulating the phase variance found in most raw power feeds. The UPS farms provide power to the infrastructure for up to 15 minutes before the site diesel generators are activated and providing power to the entire site. This solution can continue uninterrupted for three days before the generators require attention. In addition, each site also utilises its own resilient electricity sub-station infrastructure to ensure no loss of power to the site. What about fire detection and suppression? Our Cloud Services are provided with state-of-the-art fire suppression throughout all data centre suites. Inert gases are employed to ensure continuous access to all hosted infrastructures and networks in the case of any emergency. Three-level particle detection is employed through all suites to ensure immediate notice of any abnormalities. What type of security is in place to protect power and communications cabling carrying data or supporting information services from interception or damage? 12
13 Multiple power cabling and network cable runs are diversely supplied from separate substations/exchanges. They are physically separated within data centres and are fully insulated and shielded. What happens if the data centre operation is rehoused in a new location by LANDesk? In the event of a change in service provider, data will be transferred by LANDesk with no transfer cost to the customer. Secure Infrastructure Describe the controls in place to maintain the security of any remote connections. The data centres and processes have been audited and certified to ISO27001 standard to ensure high levels of data security for our clients and their clients, whilst also ensuring compliance with the requirements of many other bodies. ISO27001 is the recognised international standard developed specifically for Information Security Management Systems, requiring that a company demonstrate that it undertakes a systematic approach to managing sensitive corporate information and ensuring data security. Similar to the SAS 70 standard, ISO27001 provides business assurances of information security, information technology, and controls to ensure these are maintained. In recent years, ISO27001 has in many ways superseded the SAS 70 standard for customer assurance, often due to factors such as the ISO s approach to continued improvement rather than moment in time. All connections pass through dedicated firewalls/vpns, with very tight ACLs and policies. All connections are either http- or https-to-the-cloud instances. In addition, there is a thin client route for design and administration using Remote Desktop Services for data security. Do your administrators review logs for routers, firewalls and servers? The data centre hosting partner employs event log management to monitor the IT infrastructure. Event log management (application, security and system) ensures that logs are reviewed as a matter of course for a number of reasons. All infrastructure is monitored and all alerts are regarded as incidents. During the incident management process and corresponding problem management process, all relevant logs are reviewed by the Operations team. Secondly, capacity management processes will include regular reviews of thresholds, logs, and trends to establish future capacity requirements. In addition to infrastructure monitoring, the LANDesk Cloud Care Team monitors the LANDesk Service Desk as a Service application. Can you describe your vulnerability identification process? Vulnerability scanning is a part of overall security management, and we undertake constant internal and external scans of the environment. In addition, numerous threat intelligence databases and security tools are used to identify, prioritize, and remediate vulnerabilities. Patch management processes will also include an assessment of newly identified vulnerabilities and the degree of urgency that needs to be applied to their implementation via the Change Board. What is your process for updating the infrastructure with security-related patches? We periodically review the system to identify the patches and updates applicable to the software and hardware in use. The servers, patching, and updates of the Microsoft Windows operating system are provided by the data centre partner s support department. 13
14 The agreed procedure for security vulnerability and critical patching is as follows: a minimum of 10 working days after the standard vendor s patch release date, servers will be patched during the agreed maintenance window in order to minimize service disruption and downtime. This time is given to allow adequate testing by LANDesk on each patch to ensure compatibility with current systems, as well as a time window where the patch may be removed or superseded by LANDesk as a result of said testing. LANDesk will patch service desk software during customer-agreed maintenance windows and will review and test each patch before it is deployed to production systems. Certifications and Industry Standards Is the data centre a SAS 70 Type I or SAS 70 Type II? This is a US auditing standard which is not relevant for a UK Data-owned operation. However, ISO27001 (see below) is the European equivalent to SAS 70. Does the data centre comply with any other certifications? The data centres are certified compliant with ISO/IEC for Information Security Management Systems. Open Standards? LANDesk Service Desk as a Service software is developed in line with open standards Safeguarded Data Do you operate single sign-on? LANDesk Service Desk as a Service operates integrated login, which can operate using Secure LDAP, Standard LDAP over a VPN connection, or Active Directory Federated Services (requires an ADFS partner server within the customer s infrastructure). If an alternate route is required, contact LANDesk. Can I import data? Yes, there are a number of options to import data, including file transfer, site-to-site VPN, or LDAP. You will have access to a self-service portal to log requests for change through the LANDesk Cloud Care Team using ITI- verified change management processes. How would data be ported from existing applications to SaaS? LANDesk Service Desk as a Service incorporates connectors which allow connection to sources of data. Three options are available. It s possible to operate in isolation without a live connection. However, for optimal live access to federated data, a secure VPN connection can be provided at additional cost, but is not mandatory. Alternative hybrid options exist if required. Active Directory Federated Services (ADFS) is also a preferred solution. Who owns the data? The customer owns the data and only the customer organisation or those that you authorise have access to the data. You can gain access to your service desk data at any time within agreed timescales. What about EU Data Protection or the USA Patriot Act? The data will be housed, stored, and processed by a wholly owned UK company, removing your vulnerability to interception or inspection by overseas authorities. 14
15 How often is data backed up? Recovery Point Objective (RPO)/Recovery Time Objective (RTO)? Where is it housed? RPO is one hour locally or 24 hours offsite. Snapshots of data are taken every hour and stored locally for 24 hours. Snapshots of data are also taken once every 24 hours and held offsite for 31 days. What is the data restore process? Restore requests can be made to the LANDesk Cloud Care Team. What is the off-boarding process? On completion or exit from contract, the customers instance is frozen. All customer data is backed up and provided to the customer to download within 30 days of request. Following end of download period, all instance configuration is permanently deleted. Additional offering services allow customers to either enable or operate their data instance in an on premise perpetual model, or in a single-usage reference. Data Extraction The customer may extract their data in a variety of ways and at any time. Data can be provided as a snapshot of the database or more instantly through exports to.csv or XLS and via Crystal reports. Reliable Service Continuity The platform has been built with high availability and business continuity in mind. The data centres operate sister platforms with the ability to recover the LANDesk environment to a secondary data centre in the event of a sustained interruption to service in the primary facility. Within each data centre, all elements of the IT infrastructure, network, and data centre infrastructure are fully resilient across the estate and implemented to a fully redundant design. Data is backed up and snapshots captured across the environment to a second data centre so that data resilience is ensured to a one hour Recovery Point locally and no more than 24 hours at the secondary site. What is the standard Service Level Agreement (SLA)? The standard SLA for LANDesk customers is 99.9 % in a calendar month. How do you monitor cloud availability? The LANDesk Cloud Care Team will monitor service availability alongside the data centre s own proactive performance monitoring services to monitor platform, server, and network availability. What about training and documentation? Training and documentation are provided by LANDesk to each customer as required. Future-Proof What if we wish to transition to on-premise? Should you decide to transfer to an on-premise platform, LANDesk will work with you to make the transition as smooth as possible. What happens if we need to add or reduce capacity due to changes in our business? Please contact LANDesk to discuss how we can help you support your business needs. 15
16 6 Trusted World Class Support What about customer support? You will receive the same level of customer service as you would on-premise, including the ability to directly communicate with our full LANDesk customer support team. What is the LANDesk Cloud Services Support Team? The LANDesk Cloud Services Support Team provides a point of contact for customers of the LANDesk Service Desk as a Service solution back to LANDesk s preferred hosting provider and the provider s data centre partner operations. LANDesk Customer Support ( LANDesk offers a range of customer service and support levels to meet customers operational requirements. Customers who purchase a LANDesk Service Desk as a Service contract get to participate in a tiered points-based support program. The levels of the program have been carefully designed to ensure that customers receive the service they need and deserve. If additional support is still desired, upgrade options are available. Customers who purchase a LANDesk points-based maintenance program are awarded points according to the level of their investment. The accumulation of points, at initial purchase and throughout the year, determines the level of support for which a customer is automatically qualified. Points expire when the maintenance contract concludes and the renewal process results in new points being issued. The number of points a customer has been awarded is easily tracked by logging into the Smart Service Portal in the LANDesk Community. Four levels of support are available: Base, Professional, Enterprise, and Enterprise Plus. All support levels include software upgrade protection, proactive technical support updates via or RSS feeds, and access to the LANDesk Community. An example of the available contracts can be found below; 16
17 7 Core Systems Integration and Automation Platform (included at no additional cost) LANDesk Service Desk as a Service has powerful capabilities that enable customers to simply connect with those other systems within, and beyond, your business. Whether , live data lookup, embedded web content, consolidated import, or a range of API s, LANDesk make it easy to bring everything together, and avoid unnecessary risk of human error Integration does of course mean many things to different people. Often a will it integrate question is most easily answered by looking at the range and diversity of integration options that are available. In considering a Service management solution, a menu of integration options such as these is essential. Core Service Desk coded Integrations Active Directory MSSQL Oracle Excel Access Telephony/CTI edirectory LANDesk Management Suite Microsoft SCCM Novell Zenworks Generic Connector Outlook Calendars Event Manager tested and supported on Solarwinds, Nagios, SCOM. With our Automation platform All LANDesk Tools MS Active Directory MSSQL MSSCCM Oracle Excel Shellscript Webservice Vmware ESX Many more The LANDesk Management Automation Platform is an IT process management solution, designed to enable organizations easily define, design, implement and execute cross-platform IT automation initiatives. (This is external to the automation you would normally expect to see contained within a Service Desk solution). Through an open architecture approach, the LANDesk Management Automation 17
18 Platform enables process automation initiatives to be implemented across various IT functions and solutions including LANDesk Management Suite, LANDesk Security Suite, LANDesk Asset Lifecycle Manager and LANDesk Service Desk. This industry open platform is available to all LANDesk customers at no charge. Example MAP technology process automatically distribute a software package from the Service Desk using LANDesk Management Suite for example. 18
19 Automation Platform Key Features Ease-of-Installation, Use and Flexibility Scalability and Cost Efficiency A comprehensive Process Designer Uses a Service-Oriented Architecture interface to execute web services, decrease integration expenses, and increase agility and ROI Captures history for every step of any process, including approvals, requests, comments, etc., for proof of control and support for any audit Integration Capabilities o Includes active directory (AD) actions to allow you to automate creating and deleting AD accounts, shares, groups and application access as well as resetting passwords saving time and reinforcing network security. o Interfaces with LANDesk Service Desk as well as line-of-business applications. o Integrates with LANDesk Server Manager to pull provisioning and other server templates directly into workflows. o Includes built-in actions to quickly build and execute LANDesk solution-specific processes, as well as executes Java, VB and SQL scripts. o Integrates with PC life cycle management tasks by automatically installing agents on new devices and adding/deleting devices. o Includes process integration modules (PIM) for structured integration with third-party solutions: Listener receives external input data (such as an subject) to trigger a workflow. Activities specific actions (drag-and-drop icons) that make up a workflow or sequence of tasks. Libraries ready-to-use and sample workflows. Templates or audit dialogs that support process collaboration. o Can be integrated with a Configuration Management Database (CMDB) and leading ERP and CRM enterprise applications, including SAP, PeopleSoft, Siebel, Oracle and Lawson. o Integrates with Thin Forms, ASP.NET forms, Adobe PDF forms and Microsoft InfoPath forms. o Integrates with WMI calls, systems, handheld devices and mobile phones. 19
20 8. Pricing Concurrent Analyst (minimum QTY 7) LANDesk Service Desk as a Service Price per Month Concurrent Service Desk Analyst (all processes) Annual cost per Analyst 1, Fixed Analyst (Minimum Qty 20) LANDesk Service Desk as a Service Price Fixed Service Desk Analyst (all processes) Annual cost per Analyst
21 To the maximum extent permitted under applicable law, LANDesk assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDesk products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright. LANDesk retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDesk makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit Copyright 2013, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others. 21
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 informationLANDesk 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 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 informationHP 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 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 informationLANDesk Data Analytics
LANDesk White Paper LANDesk Data Analytics An innovative, comprehensive approach to managing software and hardware assets Visit www.landesk.com for more information. To the maximum extent permitted under
More informationThe 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 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 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 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 informationBusiness Process Management The Key to ITIL Success
Business Process Management The Key to ITIL Success LANDesk Process Manager Helps IT Organizations Master the Process of IT Service Delivery White Paper Table of Contents Executive Summary... 3 Introduction:
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 informationBusiness process efficiency is improved with task management, alerts, notifications and automated process workflows.
UNCLASSIFIED 23/02/2015 v3.3 Cobweb Hosted SharePoint 3.0 Service Description Cobweb Hosted SharePoint is a web-based document collaboration tool that helps you maximise productivity in a truly flexible,
More informationWhite 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 informationMarval 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 informationLANDESK Service Desk. Supported Platforms and Feature Compatibility
LANDESK Service Desk Supported Platforms and Feature Compatibility LANDESK SERVICE DESK SUPPORTED PLATFORMS This document contains information, which is the confidential information and/or proprietary
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 informationORACLE 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 informationAddress 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 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 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 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 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 informationMSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE
MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE MSM - Marval s integrated IT Service Management software, developed to meet current and future business needs MSM is an advanced, feature
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 informationMobile Device Management
Mobile Device Management Complete remote management for company devices Corporate and personal mobile devices (commonly referred to as Bring Your Own Device, or BYOD) must be provisioned, configured, monitored,
More informationeffective performance monitoring in SAP environments
WHITE PAPER September 2012 effective performance monitoring in SAP environments Key challenges and how CA Nimsoft Monitor helps address them agility made possible table of contents executive summary 3
More informationDirX Identity V8.4. Secure and flexible Password Management. Technical Data Sheet
Technical Data Sheet DirX Identity V8.4 Secure and flexible Password Management DirX Identity provides a comprehensive password management solution for enterprises and organizations. It delivers self-service
More informationProven LANDesk Solutions
LANDesk Solutions Descriptions Proven LANDesk Solutions IT departments face pressure to reduce costs, reduce risk, and increase productivity in the midst of growing IT complexity. More than 4,300 organizations
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 informationcan you improve service quality and availability while optimizing operations on VCE Vblock Systems?
SOLUTION BRIEF Service Assurance Solutions from CA Technologies for VCE Vblock Systems can you improve service quality and availability while optimizing operations on VCE Vblock Systems? agility made possible
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 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 informationLANDESK Service Desk. Desktop Manager
LANDESK Service Desk Desktop Manager LANDESK SERVICE DESK DESKTOP MANAGER GUIDE This document contains information, which is the confidential information and/or proprietary property of LANDESK Software,
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 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 informationDirX 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 informationMinimizing ITSM cost of entry: HP Service Anywhere
Minimizing ITSM cost of entry: HP Service Anywhere Simple. Scalable. SaaS. Ioannis Mangos Senior Business Consutant HP Software Greece & Cyprus Fundamental question: On-Premise or SaaS Key factors affecting
More informationWhat s New in LANDESK Service Desk Version 7.8. Abstract
What s New in LANDESK Service Desk Version 7.8 Abstract This document highlights the new features and enhancements introduced in versions 7.8 of LANDESK Service Desk. Document Creation: December, 19 2014.
More informationOracle Fusion Financials Cloud Service
Oracle Fusion Financials Cloud Service Oracle Fusion Financials Cloud Service is a complete and integrated financial management solution with automated financial processing, effective management control,
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 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 informationOperationalize Policies. Take Action. Establish Policies. Opportunity to use same tools and practices from desktop management in server environment
Microsoft IT Systems Strategy DATACENTER APPLICATIONS Process-Led, Model-Driven Unified and Virtualized USER-CENTRICITY ServiceEnabled Basic Standardize d Rationalized Dynamic Cost center Efficient cost
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Application Setup help topics for printing
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Application Setup help topics for printing Document Release Date: December 2014 Software Release Date: December
More informationPAAS Public Sector Managed Services
Meritec Limited Meritec House, Acorn Business Park, Skipton, North Yorkshire, BD23 2UE 0845 3451155 servicepoint@meritec.co.uk www.meritec.co.uk Registered In England & Wales No. 3224622 Table of Contents
More informationAt a Glance. Key Benefits. Data sheet. A la carte User Module. Administration. Integrations. Enterprise SaaS
HP Application Lifecycle Management on Software-as-a-Service Dedicated HP ALM/QC Offering Data sheet At a Glance The Dedicated HP ALM/QC offering is an on-demand Software-as-a-Service (SaaS) solution for
More informationModule Comparison Chart
Module Comparison Chart DYNAMIC CONFIGURATION MODULE Desktop Transformation Transforms any existing desktop infrastructure into managed user workspaces using live data and a step-bystep approach that minimizes
More informationCRM Comparison Guide. Microsoft Dynamics CRM and Act! compared
CRM Comparison Guide Microsoft Dynamics CRM and Act! compared Microsoft Dynamics CRM is a full featured relationship management system that connects teams to a single data source and automates routine
More informationHP Server Automation Standard
Data sheet HP Server Automation Standard Lower-cost edition of HP Server Automation software Benefits Time to value: Instant time to value especially for small-medium deployments Lower initial investment:
More informationSMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry
SMART CRM Desk for Service Sector Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector A unique solution for the aftermarket warranty and service operations,
More informationDesign 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 informationHP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes.
HP Service Manager HP s next-generation IT service management solution Technology for better business outcomes. IT Services Lifecycle in HP Service Manager HP Service Manager: Setting the standard for
More informationDecision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements
Decision Maker's Guide - Evaluation Checklist for ITSM Solutions High Level Requirements Ability to support a 24x7 service desk operation Ability to provide workflow capabilities for efficient incident,
More informationClient-centered Service Management
Client-centered Service Management For mid-tier organization and MSPs Clientele ITSM delivers a complete ITSM software suite for mid-tier organizations and Managed Service Providers (MSP). Clientele ITSM
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 information1 ForestSafe SaaS Service details Service Description Functional Non Functional
1 ForestSafe SaaS Service details 1.1 Service Description ForestSafe is a privileged identity management system used today to manage the Administrator passwords of 65,000 computers by the UK largest bank.
More informationInsightCloud. www.insightcloud.com. Hosted Desktop Service. What is InsightCloud? What is SaaS? What are the benefits of SaaS?
What is InsightCloud? InsightCloud is a web portal enabling Insight customers to purchase and provision a wide range of Cloud services in a straightforward and convenient manner. What is SaaS? Software
More informationData center and cloud management. Enabling data center modernization and IT transformation while simplifying IT management
Data center and cloud management Enabling data center modernization and IT transformation while simplifying IT management 2013 Dell, Inc. ALL RIGHTS RESERVED. This document contains proprietary information
More informationHow To Use Ibm Tivoli Monitoring Software
Monitor and manage critical resources and metrics across disparate platforms from a single console IBM Tivoli Monitoring Highlights Help improve uptime and shorten Help optimize IT service delivery by
More informationSIEBEL CONTACT CENTER AND SERVICE APPLICATIONS
SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.
More informationBecoming a Cloud Services Broker. Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013
Becoming a Cloud Services Broker Neelam Chakrabarty Sr. Product Marketing Manager, HP SW Cloud Products, HP April 17, 2013 Hybrid delivery for the future Traditional IT Evolving current state Future Information
More informationWorkspace Manager 2014 Module Comparison Chart
Workspace Manager 2014 Module Comparison Chart DYNAMIC CONFIGURATION MODULE Desktop Transformation Transforms any existing desktop infrastructure into managed user workspaces using live data and a step-bystep
More informationHP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.
software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to
More informationMoving beyond Virtualization as you make your Cloud journey. David Angradi
Moving beyond Virtualization as you make your Cloud journey David Angradi Today, there is a six (6) week SLA for VM provisioning it s easy to provision a VM, the other elements change storage, network
More informationHow can Identity and Access Management help me to improve compliance and drive business performance?
SOLUTION BRIEF: IDENTITY AND ACCESS MANAGEMENT (IAM) How can Identity and Access Management help me to improve compliance and drive business performance? CA Identity and Access Management automates the
More informationcan you simplify your infrastructure?
SOLUTION BRIEF CA Virtual Desktop Automation for Vblock Platforms can you simplify your infrastructure? agility made possible You Can. With services that increase the speed of virtual provisioning on Vblock
More informationVodafone Total Managed Mobility
Vodafone Total Managed Mobility More productivity, less complexity Vodafone Power to you What s inside? What you get see how your business benefits 4 In detail find out how it all works 5 Service lifecycle
More informationSee What's Coming in Oracle Service Cloud
bu See What's Coming in Oracle Service Cloud Release Content Document August 2015 TABLE OF CONTENTS ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 3 WEB CUSTOMER SERVICE... 4 Oracle Service Cloud Community
More informationOracle Maps Cloud Service Enterprise Hosting and Delivery Policies Effective Date: October 1, 2015 Version 1.0
Oracle Maps Cloud Service Enterprise Hosting and Delivery Policies Effective Date: October 1, 2015 Version 1.0 Unless otherwise stated, these Oracle Maps Cloud Service Enterprise Hosting and Delivery Policies
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 informationPUR1308/12 - 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 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 informationWhat s new in AM 9.30 Accelerating business outcomes
What s new in AM 9.30 Accelerating business outcomes AGENDA HP Asset Manager overview Relevant Trends and Improvements What s new in AM 9.30 ASSET MANAGER AND HP SOFTWARE PORTFOLIO Industry s most comprehensive
More informationAchieve 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 informationWebSphere Cast Iron Cloud integration
Cast Iron Cloud integration Integrate in days Highlights Speeds up time to implementation for Cloud and on premise integration projects with configuration, not coding approach Offers cost savings with
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 informationColocation, Cloud and Managed Services
Colocation, Cloud and Managed About Node4 At Node4 our growing team of passionate individuals are dedicated to delivering the most effective application of technology to optimise business performance.
More informationHP Systems Insight Manager and HP OpenView
HP Systems Insight Manager and HP OpenView Working Better Together to Deliver End-to-End Management, from Hardware Infrastructure to Business Service Availability Executive Summary... 2 Challenges of Managing
More informationPCI DSS Reporting WHITEPAPER
WHITEPAPER PCI DSS Reporting CONTENTS Executive Summary 2 Latest Patches not Installed 3 Vulnerability Dashboard 4 Web Application Protection 5 Users Logging into Sensitive Servers 6 Failed Login Attempts
More informationEvolution from the Traditional Data Center to Exalogic: An Operational Perspective
An Oracle White Paper July, 2012 Evolution from the Traditional Data Center to Exalogic: 1 Disclaimer The following is intended to outline our general product capabilities. It is intended for information
More informationBMC 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 informationVulnerability Management
Vulnerability Management Buyer s Guide Buyer s Guide 01 Introduction 02 Key Components 03 Other Considerations About Rapid7 01 INTRODUCTION Exploiting weaknesses in browsers, operating systems and other
More informationCRM for Business Intelligence
CRM for Business Intelligence Real-time visibility into your business Strategise effectively and make informed business decisions with timely, accurate insight into your organisation. Maximizer CRM 2015
More informationitg CloudBase is a suite of fully managed Hybrid & Private Cloud Services ready to support your business onwards and upwards into the future.
Web Filtering Email Filtering Mail Archiving Cloud Backup Disaster Recovery Virtual Machines Private Cloud itg CloudBase is a suite of fully managed Hybrid & Private Cloud Services ready to support your
More informationCA Workload Automation
PRODUCT SHEET: CA Workload Automation CA Workload Automation Improve the availability of critical IT workload processes and schedules enterprise-wide by leveraging real-time IT automation, embedded workflow,
More informationHP Business Service Management (BSM) George Leschener BSM Solution Lead, MEMA
HP Business Service Management (BSM) George Leschener BSM Solution Lead, MEMA SaaS Packaged applications Employees IT metrics/analytics Storage Public cloud Security Challenges for IT Environments are
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 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 informationHEAT Service Management Platform. White Paper
HEAT Service Management Platform White Paper Table of Contents HEAT Service Management Platform... 3 Introduction... 3 HEAT Solution Difference... 3 HEAT Service Management Benefits... 4 Platform Design
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 informationEvent Manager. LANDesk Service Desk
Event Manager LANDesk Service Desk LANDESK SERVICE DESK EVENT MANAGER GUIDE This document contains information that is the proprietary and confidential property of LANDesk Software, Inc. and/or its affiliated
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 informationAPPLICATION MANAGEMENT SUITE FOR SIEBEL APPLICATIONS
APPLICATION MANAGEMENT SUITE FOR SIEBEL APPLICATIONS USER EXPERIENCE MANAGEMENT SERVICE LEVEL OBJECTIVE REAL USER MONITORING SYNTHETIC USER MONITORING SERVICE TEST KEY PERFORMANCE INDICATOR PERFORMANCE
More informationHow To Get The Most Out Of Sagecrm V7.1
Sage CRM 7.1 Overview What s New with Sage CRM 7.1 & Sage CRM 7.1 SP2 Abstract Sage CRM v7.1 is packed with new features which will make a real and immediate impact to businesses looking to stay ahead
More informationStatement of Direction
Microsoft Dynamics SL Statement of Direction Product strategy and roadmap for Microsoft Dynamics SL Date: January 2012 www.microsoft.com/dynamics/sl Page 1 CONTENTS Welcome... 3 Overview of Microsoft Dynamics
More informationVMware Solutions for Small and Midsize Business
SOLUTION BRIEF VMware Solutions for Small and Midsize Business Protect Your Business, Simplify and Save on IT, and Empower Your Employees AT A GLANCE VMware is a leader in virtualization and cloud infrastructure
More informationThe 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 informationHow To Manage Your It From A Business Perspective
ORACLE ENTERPRISE MANAGER CLOUD CONTROL TRANSFORM ENTERPRISE IT THROUGH TOTAL CLOUD CONTROL Create self-service IT, simplify and automate IT operations, and deliver enterprise clouds that provide maximum
More informationWebFOCUS Cloud Express. The WebFOCUS Cloud Express service is delivered as a managed G-Cloud service by Amtex Solutions Ltd.
Service Definition The name of the Service is: WebFOCUS Cloud Express An overview of WebFOCUS Cloud Express The WebFOCUS Cloud Express service is delivered as a managed G-Cloud service by Amtex Solutions
More informationHP SiteScope software
HP SiteScope software When you can see availability and performance, you can improve it. Improve the availability and performance of your IT environment HP SiteScope software helps you to agentlessly monitor
More information