iet ITSM: Comprehensive Solution for Continual Service Improvement

Transcription

1 D ATA S H E E T iet ITSM: I T I L V 3 I n n o v at i v e U s e o f B e s t P ra c t i c e s ITIL v3 is the crrent version of the IT Infrastrctre Library. The focs of ITIL v3 is on the alignment of IT Services with bsiness processes in order to maximize bsiness vale. To achieve this goal, a Service Lifecycle has been set p that covers the following disciplines: Service Strategy, Service Design, Service Transition, Service Operation and Continal Service Improvement. iet ITSM is bilt from the grond p on ITIL and is closely aligned with the core of ITIL v3. In addition to the Service Spport and Service Delivery processes, iet ITSM incldes newlydefined processes sch as Service Catalog Management, Knowledge Management, and Reqest Flfillment. One of the top ITIL v3 governing principles is Continal Service Improvement, which helps manage improvements throghot the entire Service Lifecycle. iet Soltions offers excellent analytical capabilities for the Continal Service Improvement process by retrieving operational data from iet ITSM and allowing both performance metrics and process exection review in a single tool. iet Soltions has been awarded with certifications from the OGC, now part of the Cabinet Office, the APM Grop, the glenfispassed and the PinkVERIFY 3.1 certification for 12 ITIL processes. The IT Service Management soltion, iet ITSM, is flly bilt arond ITIL best practices. Or soltion set for IT Service Management, CMDB/CMS, software asset management and process optimization delivers proactive service environment to qickly resolve incidents and redce downtime, integrated, enterprise-wide view of bsiness services, IT services & infrastrctre, IT that is integrated with bsiness goals, as well as cstomer-oriented services, vale to bsiness processes by identifying weaknesses and optimization potential, controlled, error-free changes in services & infrastrctre aligned with compliance reglations, ability to qickly realize significant cost savings within software portfolio, proactive assrance of license compliance and mitigation of adit risk. For detailed information abot or soltion offerings please visit

2 Incident Management (Service Desk) Receive and prioritize incidents SLA (Service Level Agreement) timeline to show resoltion progress Classification by service and technical category Create templates Reactivate closed incidents Associate sperior incidents (parent/child) Link incidents to problems, change reqests and configration items (CIs) Graphical visalization of affected CIs Access soltions in the knowledge database, search by category and/or key word Reqest Flfillment Reqest or cancel any IT service: hardware, software, access rights, data recovery Warehosing: book-in and book-ot of IT services Atomatic creation of incidents, changes and CIs based on type of service reqest Atomatic initiation of workflows based on type of service reqest Approval & flfillment processes, based on signing permissions and bdget athority Self-Service Access for end sers, cstomers and partners/vendors Log and track stats of incidents, change reqests and service reqests Access to own CIs Maintain and edit ser profile Online interaction with Service Desk representatives Fll text search, FAQs, and access to knowledge management database News-ticker and whiteboard for crrent news Mlti-langage spport Page 2

3 Knowledge Management Atomatically import entries from incident and problem management Prioritize soltions Set expiration dates Edit, pblish knowledge database entries Assess qality of soltion entries Embed mlti-media elements, video storage, graphics, links Problem Management Log and prioritize problems SLA timeline to show resoltion progress Graphical visalization of affected CIs Classify by service and technical category Atomatically transfer workaronds to knowledge management database Docment workaronds and known errors Link to related incidents, change reqests and CIs Change Management Prioritize and log change reqests SLA timeline to show resoltion progress Graphical visalization of affected CIs Classify by service Create templates Mlti-level athorization process: parallel or seqential Electronic signatre for athorization Add back-ot plan Forward schedle of change, view maintenance windows Link to incidents, problems, releases and CIs Impact analysis Process monitoring (graphical workflow editor) Page 3

4 Release and Deployment Management Store, maintain, prioritize and track the stats of releases Store and maintain rollots Graphical visalization of affected CIs Create templates Mlti-level athorization process: parallel or seqential Electronic signatre for athorization Add existing change reqests to a release Link to CIs Service Asset and Configration Management Create and maintain CMDB and Configration Management System (CMS) Gather data abot IT assets with iet CMS site Import and compare variances between the IT infrastrctre and CMDB data sing the iet CMS site Batch generation and maintenance of CIs Maintain system CIs/shared services: link CI spporting varios services to mltiple cstomers Define and maintain components and attribtes of CIs Entitlement concept for attribtes, e.g. for related cost Add back-p relations for CIs Create templates User cross reference History of incidents, problems, changes, releases and availability Graphical display of CIs inclding their relations, write CIs back to CMDB Create baseline Baseline comparison with different versions Service Portfolio Management Create service portfolio inclding service hierarchy for strctred presentation of services Lifecycle view of service portfolio offerings Assign attribtes to services Page 4

5 Service Catalog Management Administration and management of the service catalog Separate between technical service catalog (IT point of view) & bsiness service catalog (cstomer point of view) Shopping Cart: integration of service catalog with service reqest process Service Level Management Manage contracts: service level agreements, operational level agreements, nderpinning contracts Bild cstomer-specific SLAs based on services, CIs, contacts and/or locations Track cstomer-specific pricing agreements for service-based billing Penalty management Set individal milestones Validation check Calendar comparison (work hors, holidays, etc.) Availability Management Calclate downtime of CIs and service availability logged in incident, problem and change management Colored coding of CI availability in incident, problem and change management Consideration of defined vales when calclating availability, e.g. maintenance windows back-p systems affected sers service impact Comparison of actal vales with SLA-agreements Graphical visalization of CI downtimes Assessment of mean time to repair (MTTR) & mean time between failre (MTBF) Failre log Page 5

6 Event Management Event design and management, inclding bsiness-related rles Generation of events based on monitoring system data Generation of events based on , fax and file otpt Atomatic fill-ot of templates based on event type Atomatic generation of incidents based on event type Financial Management Cost control Management of cost per CI Management of labor cost Management of cost type Comparison of cost with service sevel agreement revenes Spplier Management/Accont Management Location/address management Electronic address book for accont contacts Cstomer/vendor profile Contact profile History Detailed master data Sperior Fnctionality for all Processes Administration User-cstomizable dashboards to gain insight of the most important information User-cstomizable charts Data drill-down Diary entries History Cstomizable notification management Cstomizable escalation mechanism Cstomizable, atomated workflows Page 6

7 Action Management / Action plans Define and maintain process related action plans To-do lists Grop and ser concept Processing stats Resorce planning System atomatic actions based on pre-defined action plans Fnctional Administration Cstomizable priority management Role-based privileges down to the field level Manage content of pll-down mens Fll Text Search Search across all processes to which the ser has access Search on internal and external databases Advanced search operators (and, or, not etc.) Reports and Analysis Standard reports Cstomizable analysis, spport for Crystal Reports Ad-hoc reports Graphical and list based analysis Continal Service Improvement with iet Process Analyzer Measre key performance indicators Weak point analysis Bsiness process optimization Graphical visalization of actal processes Performance dashboards Page 7

8 Software Asset Management with iet License Entitlement Center Manage ser right considering contractal agreements in effect atomatic (XML/SOAP), semi-atomatic (CSV) or manal entry of license data Mapping of software license types (per device, ser, named ser, concrrent ser, processor, company wide, MIPS etc.) pre-defined reports inclding dynamic generation of pdf-files License cockpit as management console: intitive graphical visalization of key indicators Technology Smart client based on Microsoft.NET Framework 4 Highly scalable Open data model Easy adaption sing the graphical developer s environment iet Developer s Stdio Spport of common databases sch as SQL and Oracle API-interface Integration of 3rd party software (SMS/Pager, , Fax, ERP etc.) Integration of mobile devices Integration of compter telephony Mlti-client capability Mlti browser spport (Internet Explorer, Firefox, Safari) Web load balancing ABOUT iet SOLUTIONS iet Soltions, a division of UNICOM Global, is a leading global spplier of service management and software asset management soltions. With the help of a flexible set of software sites, iet Soltions allows its cstomers to flfill compliance reqire ments, mitigate adit risks and realize bsiness vale by managing, atomating and continally improving their services. Or IT service management soltion, iet ITSM, is flly bilt arond ITIL best practices. iet Soltions has been awarded with certifications from the OGC, now part of the Cabinet Office, the APM Grop, the glenfispassed and the PinkVERIFY 3.1 certifica tion for 12 ITIL processes. Add-on-software is available to manage the IT infra - strctre (CMS/CMDB), licenses and entitlements as well as for process analysis and optimization. More than 600 companies in 26 contries benefit from the iet Soltions software offerings. Locations Worldwide Headqarters iet Soltions, LLC 25 Dan Road Canton, MA 02021, USA Phone: [email protected] Eropean Headqarters iet Soltions GmbH Hmboldtstr Aschheim, Germany Phone: Fax: [email protected] UK Headqarters iet Soltions Macro 4 Limited The Orangery Trners Hill Road Worth, Crawley West Sssex RH10 4SS, United Kingdom Phone: [email protected] iet Soltions. All right reserved. iet and the iet Soltions logo are Registered Trademarks of iet Soltions, LLC. All other brands or prodcts are trademarks or registered trademarks of their respective holders and shold be treated as sch. ITIL is a Registered Trade Mark, and a Registered Commnity Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. Page 8