IT SERVICE MANAGEMENT SOLUTION - ITSM

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Gerard Floyd
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1 IT SERVICE MANAGEMENT SOLUTION - ITSM OVERVIEW "IT Service Provider want to focus on the quality of their services and customer relationships " IT Service Management (ITSM) include IT software solutions and processes in IT organizations to serve their customers and end-user. IT Service Management (ITSM) helps ensure business goals are met and value delivered by providing both the business and the IT department with a process and tools. IT Service Management (ITSM) is a key to apply ITIL v3 processes to IT organizations. ITIL is a library of best-practices used in top IT service provider organizations. ITSM softwares help organizations to manage their service levels in ITIL v3 lifecycles, and help them to balance between cost and quality of services. WHY ITSM Help to optimize IT services for enterprises Make use of IT Service Management solutions. Improve ability in Risk management and help to enforce policies Improve quality of IT Service delivery

IT Service Management (ITSM) helps ensure business goals are met and value delivered by providing both the business and the IT department with a process and tools.

2 CUSTOMER Customer who want to use ITSM solutions: Scale: ITSM used to be applied to medium or large scale customers who have certain budget for investment of ITSM system. Technology: The development and implementation of ITSM will deliver a lot of value to the customers who have good and stable technologies (including infrastructures, services, applications). Customer: the people who use applications/services (including inside and outside users of the enterprise) Development Orientation: Focus on improving the quality of applications/services, becoming a professional organization in providing services to the users. Some ITSM typical customers: Financial enterprise, banks, telecommunication companies, digital services companies, state government HP SERVICE MANAGER Service Manager is a ITIL v3 compliant solution which provide modules to manage IT services in enterprise. Service manager help to automatically manage IT processes from service support to service delivery. Service Manager use IT lifecycle approach to manage IT services, help to optimize process to fulfill enterprise s needs. Standard IT processes like: Service Desk, Incident Management, Problem Management, Change Manageent, Configuration Management, Service Level Management will be manage in each Service Manager modules. Automation Change Management Self-Service Catalog and Request Management Service Level Management Service Desk Incident and Problem Management Knowledge Management Service Manager modules

Customer: the people who use applications/services (including inside and outside users of the enterprise) Development Orientation: Focus on improving the quality of applications/services, becoming a

3 Module Service Desk provide standard processes to manage service supports interaction, help to improve quality of incident analysis and accuration of support informations. Module Service Desk Self-Service Ticketing is an interface for end-user to submit request on web anytime at anywhere. Self-service ticketing provide a central support interface to submit request and also track their interactions. This module will help to increase quality of service and sastifaction of end users Module Self-Service Ticketing Incident Management Module help to mitigate risks when incident occur, analyse informations and provide proper solutions for incidents. Problem Management Module help IT managers reduce time to resolve problem by prevent problem to recur. IT managers can look for existing incidents then decide to implement necessary changes to solve that problem. Any problem occur in the system can be automatically share resolution to help other IT operators can easily search for solutions. Knowledge Management Module is a module used for indexing and searching knowledge base. It will help Service Desk agents, IT operators can effectively find out solutions in knowledge base. This module is integrated with existing Service Desk, Incident, Known Error data help user can easily search for resolutions and analyse incidents, known error occurred in the system.

Self-service ticketing provide a central support interface to submit request and also track their interactions.

4 Module Knowledge Management Change Management Module based on standard ITIL v3 change process help to manage changes, mitigate risks in IT infrastructure effectively. Module Change Management contain standard Out-of-box change phases based on ITIL v3 such as Change Logging, Change Review, Change Assement & Planning, Change Approval, Change Implementation, Change Evaluation and Closure. Change Management module can automate Change process in IT system phase by phase. Request Management Module automatically manage request of users from initiation to receipt, help to update request change in order to optimize support service. Service Level Management Module is designed to help IT service to meet business needs and prove their value to users. This module help to manage service level of each process: service desk, incident, problem, change. Module Service Level Management can help to reduce operation cost of IT services HP SERVICE MANAGER BENEFIT Improve quality of service by manage incidents, request information centrally help to reduce major incident in IT infrastructure and business activities Optimize IT value for enterprise, improve operational efficiency and service delivery Imporove IT application and business service quality ASSET MANAGER Asset Manager is a solution help to easily manage asset in system in most effective way. Asset Manager alse help user to track and calculate financial cost of their assets, manage contracts, license. Asset Lifecycle

Evaluation and Closure. Change Management module can automate Change process in IT system phase by phase.

5 Asset Manager can easily integrate with ITSM solutions to manage whole IT infrastructure centrally in asset lifecycle. Asset Manager modules Portfolio Management Module help to manage assets centrally from many data souces. It provide information of all types of asset such as specification, location, owner, asset cost, Portfolio used to organize, tracking information, financial cost for each asset and summarize for user. User use these informations to calculate, analyse cost, track changes of asset to decide whether to invest. Module Software Management help to manage software license effectively. This module integrate with license contract, license usage in system to optimize pruchasing new software. Financial Management Module help to manage cost of each IT asset in infrastructure. This module help to calculate budget, total cost and depreciation of each asset. Especially, it integrate with Portfolio Management module to manage financial information Contract Management Module manage IT contracts from initiation to closure Software asset lifecycle Contract Management Module ASSET MANAGER BENEFIT Manage IT asset effectively, increase quality of IT services Combine information about cost, contract, depreciation to evaluate total cost for service Mitigate security risk and improve information management Manage software license, contract effectively Improve quality and reduce cost of IT asset

It provide information of all types of asset such as specification, location, owner, asset cost, Portfolio used to organize, tracking information, financial cost for each asset and summarize for user.

6 HPT COMPETENCE Over 20 year experience in IT, one of the top System Integration companies in Vietnam. HPT is the unique platinum partner of HP Software in Vietnam, experts in the best solutions of application management, IT service management, with the specialized engineers, trained with senior international certification for ITIL v3, ITSM. Process of providing solutions, services is closely managed by ISO9001, ISO27001, CMMi process, etc HPT is experienced in consulting and implementing for several huge customers, typical is: Vietinbank: ITSM project with Vietinbank is the first ITSM project in banking industry in Vietnam. This is a large scale and complex project. HPT and other IT partner have successfully implemented ITSM system for Vietinbank since 2010 and continue to extend more modules Viettel Global: is a big customer with many branches over the world. HPT has successfully implemented ITIL processes and ITSM solutions for Viettel Global, one of the biggest telecomunication service provider in Vietnam. SeaBank: HPT has implemened ITSM system base on ITIL v3 for SeABank in ITSM solutions has improved efficiency of IT operations in SeABank especially Service Desk department. Contact: Head Office 9 th Floor, Paragon Building, 03 Nguyen Luong Bang St, Dist 7, HCMC, Tel: +(84 8) Fax: +(84 8) HPT Customer Service Center 47 Nguyen Truong To St, Ward 12, Dist 4, HCMC, Tel: +(84 8) Fax: +(84 8) Hanoi Branch 123 Xa Dan St, Dong Da Dist, Hanoi, Tel: +(84 4) Fax: +(84 4) Danang Branch 12 th Floor, Danang Software Park, 02 Quang Trung St, Danang City, Tel: +(84 511) Fax: +(84 511) Representative Office In Cambodia 3 rd floor # 128J, Russian Federation Blvd (110), Sangkat Toek Laak 1, Khan Toul Kork, Phnom Penh, Cambodia

international certification for ITIL v3, ITSM.

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