Solution Brief and Key Features Datasheet

Transcription

1 SMART Service Desk ITIL ISO SaaS Solution Brief and Key Features Datasheet SMART Service Desk - IT Service Management Suite SMART Service Desk Service Management Solution can streamline the IT operations by automating major areas of ITIL V3 Service Operations like Incidents, Service Requests, Problems, and Service Desk Function. You can benefit from enhanced support by streamlining ITIL 2011 Service Transition processes such as Change, Release, Service Asset - Configuration, Knowledge and Service Evaluation in an integrated environment. New updated ITIL 2011 functionality has IT Asset Management (ITAM): Complete Asset Lifecycle Management, Automatic IT inventory discovery, Software Asset Management and Software Metering and Financial Management Features such as charge back, budgets and financial reporting as per your requirement. Business Benefits : Faster Implementations with SaaS approach, you can get you up and running in minutes. Reduce IT support costs through self-service and user feedback using surveys. Enhance staff productivity and consistency by automating processes, policies, procedures and tasks. Eliminate recurring incidents through embedded problem and knowledge management processes.

2 Integration available with SMART Quality Management System to meet ISO 9001 & ISO 20000:2011 requirements. Guaranteed Reduction in support Costs and Reduce Your TCO Access to all modules in an Integrated manner. Key Integrated Modules in SMART Service Desk Suite Include : Incident Management Service Request Management Problem Management System Asset & Configuration Management Service Level & Availability Management Service Catalog Management Change Management Release Management Knowledge Management Quality Management Audit Management Policies and Objectives Management Contracts Management Inventory & Parts Management Customer Self Service Workflow Engine Survey Management Dashboards Reports 2

3 Sample Screens from SMART Service Desk - New Version

4 Detailed Feature List : Based on Web Architecture. General System Functionality Compliant with ITIL:2011 best practices. Supports ISO 20000:2011 Standard. Go Live for standard package from day 1. Capable of handling non-it service requests. Provides excellent out-of-the-box business processes, forms and views in order to jump-start deployments. Supports Multiple Languages (English / French /Arabic/Spanish) & Local Calendar s. Application Automates all Service Management System (SMS) Processes. Workflow processes support as per ITIL best practices. User Personalization for (Fonts & Themes). System Supports multiple access levels for controlled access, and has ability to support many Roles. Multiple attachments can be added to tickets in all major functional areas, attachment sizes as required. Service Desk supports direct visibility into business problems. Supports Workflow Queues. Field Level Security for Data. Provides a secure historical audit log of all actions. Service Level Agreements can be defined, monitored for compliance, and tracked for performance. Distribution lists can be created to notify users and groups about an event. Adding Fields to Screen at Run-time - Field can vary depending on type of Service offered. 4

5 Executive dashboard with drill down capability. Real-time color coded management dashboards. Custom surveys can be automatically sent to users after issues are resolved. Form Customization for Service Items or Configuration by system admin users. Scalable Solution and supports multi-tenancy. Customize multiple service desks (i.e. departmental portal). Provides 24x7 access to technicians and end users through mobile apps on Androids, ios Tablets & Phones. Integration Options System synchronizes with MS Active Directory / LDAP for user login and single sign on. System has ability to integrate with Microsoft s Operations Manager & other event monitoring tools. System has ability to integrate with Microsoft s System Center Configuration Manager. Integrate with all major call center and IVR solutions. Auto ticket creation from outside Applications / Interfaces. Monitor social media data from sites such as (Twitter/Linkedin/Facebook...)to create incidents. Integrates with and SMS gateways for sending alerts and notifications to administrators and end-users. Fax Integration. Integration with Net Support Remote Control Software for all Service Desk ITIL - ITSM Functions. 5

6 End Users (Employees / Customers) can do the following : Self Service Features Create requests for Incidents, Service Requests and Change Requests. Check the status of Incidents or requests tickets in a dashboard. Add notes or comments to a request at any time until it is closed. Can create new Tasks/Work orders from within an incidents/service requests. Attach documents to an Incident or service request. Search a knowledge base for solutions and has Search capability by multiple criteria. View News, FAQ s and System Outages Information. Respond to published Surveys as part of Continual Service Improvement. Users can request parts from service catalog. Users can create a Quality Non Conformance or Improvement suggestions requests. Raise Incidents by Console or Self Service Portal. Incident Management Facilitates searching of knowledge base for similar incidents to assist in the resolution of current incident. Automatically trigger actions as per the underlying workflow when SLAs are in danger of being breached. Predefined templates for recurrent incidents. Allows creation, modification and closure of Incident records. Provides ability to input free rich text & attach multiple files for the recording of Incident descriptions and resolutions. Automates the rapid classification and recording of Incidents using templates. Assign priority, business impact, and urgency indicators to Incident records. 6

7 Supports the automated routing (alerting) of Incidents to selected support staff or groups. Customizable thresholds for automated escalation. Support cloning of Incidents. Close multiple incidents of same nature with a parent child relationship. Record service cost and amount of time worked. Provides management reports from historical Incident records. Facilitates the analysis of Incident and call data to identify trends. Generate reports on outstanding (unresolved open and overdue) Incidents. Allows closure of Incidents by utilizing customizable Incident closure codes. Provides simple and advanced search capabilities in all languages. Tool facilitates the closure of all Incidents when the associated Problem or Known Error is resolved. View any related inventory and configurations affected by the incident. Allows Incident Management to notify and assign high priority Incidents to multiple associates (Support Groups). Provides Interface that allows users to check the status of requests, frequently asked questions or view outage information. Facilitates the automatic escalation of unresolved Incidents as per predefined time intervals. Facilitate the use of knowledge base & support check lists for Incident diagnosis and Resolution. Can Change SLA/Priority of and Incident at any given time. Can Promote an Incident as a Problem. Perform remote control for client systems from admin console, while working on a incident related to client systems. Easily Copy incident resolutions to knowledge base. Full history audit for the incident life cycle. 7

8 Problem Management Facilitates the creation, modification, and closure of Problem records. Provides the ability to distinguish between a Problem and Known Error. Route and assign Problem records to pre-defined support staff or groups. Allows Impact and urgency codes to be assigned to Problem records. Facilitates progress tracking and monitoring of Problems. Escalates Problems after pre-defined thresholds of SLA s have been Breached. Facilitates the generation of customizable management reports for trend analysis. Facilitates the association and maintenance of the relationships between Incidents, Known Error records and RFCs. When a Change has been successfully implemented the closure of all linked Known Error / Problem records is automatically initiated. Allows linkage of Configuration Items in CMDB to Problem Records. Service Request Management Service requests may come through , telephone, IVR phone systems etc. Supports - following Major activities in managing Service Requests : create, view, update or cancel service request automatic/manual assignment of tickets to support staff based on availability, roster, holiday calender, leave, work load, expertise etc alert notify support staff and end users enable the user to answer a satisfaction survey before closing the request. Only if the request is completed to the satisfaction of the requester, it can be closed by the service desk Enable the end-users to search the knowledge base and to resolve the problem themselves. 8

9 Multi-level Service Request Approvals along with Active Directory Integration for Organizational Hierarchy replication in Service Desk. Support multiple tasks initiation, when one service request is raised. An Approver can nominate an Alternate Approver, without changing workflow. Send Escalation alert messages to the Support Manager on overdue tickets at any stage of the ticket life cycle, well in advance based on SLA. Integration with Service Level Management to track and ensure compliance with service level agreements (SLAs). Configurable workflow for routing work assignments as per pre-defined business rules. Work Orders or Tasks can be created and assigned for fulfilling a service request. Activity Notes can be placed in a service requests. Users can request parts and Support Staff can issue parts with real time inventory tracking. Change & Release Management Automates changes processes and supports core ITIL best practices. Change Process management. Facilitate the recording and storage of Request For Change ( RFC ). Customizable workflow features for approvals, assessment, and schedule. Evaluate change request. Plan the change with necessary roll-back plans. Monitor the change request life cycle. Capability for scheduling changes. Auto-assignment, workflow, intelligent routing. Supports Routing of RFCs to the appropriate authorization bodies like Change Advisory Board (CAB). 9 Ability to approve or reject Changes online.

10 Ability to record Risks associated with Change. Allows recording of impact assessment information such as, embedding of attachments Related to financial/business/technical reviews. Provide a interface for planning and scheduling of all tasks and personnel associated with change. Supports recording of Change schedules for build, testing, and implementation. Record back-out procedures within the Change record. Supports the planning, management and successful rollout of approved changes using Release management. System Asset & Configuration Management Asset acquisition procurement, configuration and warranty. Supports complete asset lifecycle management end to end. Ability to manage all critical assets that drive the business (IT and non-it assets). Vendor and Manufacturer profiles tracking. IT Asset Discovery - Automated hardware and software detection. Ability to discover, verify, record, and control all Configuration Items (CIs) through their entire lifecycle. Tracks all important CI Technical Attributes like Processor info, hard disks & RAM capacity. Tracks all important software information such as applications installed, service packs, updates etc for each asset. License Management. Link assets to help desk tickets. Provides a unified platform for asset and service management. View Track receipts, manuals and asset documentation. Link assets to owners/locations/departments. 10 Contract management (Annual Maintenance Contracts).

11 Support preventive and corrective maintenance. Managing inventory ownership, moves/adds/changes. Create inventories reports/graphs to analyze trends or distribution. Track invoices and service history. Purchasing requests, actions and status management. Built-in Remote Support and Extensible user interface for linking to external support desktop management applications, remote control and monitoring tools. Generates notifications for staff depend on preventive schedule. Track purchase requests information's details and link them with the related assets and vendors. Create sequential asset code series based on asset type or category. Dash board view available to view all tickets for a given asset. Assets can be assigned to any owner in their lifecycle, with historical tracking of ownership. Supports all contracts information and with alerts before contract expiration. Backup Records Management Backup Records Management - Allows you to record the backup tapes received from Operations, Network & Information Security Section to be sent to the bank in the database. Record the backup tapes received from bank in the database. Record the type of the backup has to been taken (cold backup, hot backup). Manage complete life cycle of parts. Supplier and Inventory Management Track vendor profile information for easier orders for refills or replacements or any other issues. Users can request parts via service request parts. 11

12 Support Staff can release the inventory of requested parts Multiple Store Support Complete Purchase Order Functionality Multi Currency Support Automatic Alert Notifications Alerts can be raised if inventory falls below safety stock or re-order point Ability to support barcode Tracking Support Handheld devices custom integration possible for Inventory Cycle Counting Approval Work Flow Contracts Management Keep track of Supplier Contract Details for each Configuration item. Manage any type of contracts, hardware annual maintenance agreements, software license agreements, patent, material transfer agreement, intellectual property agreement. Contract Managers, IT Managers, Project Managers, and key decision makers can access contract data from any web-browser. Link and Associate related Contracts together. Centralize and track Contracts according to your standard codes, categories, departments, locations, and more. Track contract costs and pricing information. Used to help meet contract compliance, audits, and governance, such as Sarbanes Oxley (SOX), ISO, ITIL and State and Federal Regulations. Has Ability to Import/Export data and integrate with common ODBC complaint databases and third party systems. Provides notifications for contracts, tasks, milestones, action items, and payments. Track payments and payment notifications. 12 Tracks Vendors & 3rd Party Contacts Information.

13 Supports Vendor Login to request new contracts review notes, and upload documents. Track unlimited notes/comments. Ability to have separate fields based on contract type. Ability to support, search on any field via ad-hoc searching, search results can be exported to Excel /PDF and other formats. Ability to create reports with standard Report Builder. Help System with Online user manuals, demos and video tutorials. Ability to link or copy contracts with a click of the mouse and link to previous versions to retain history. Supports workflow engine for online approvals & escalations. Ability to support Calendaring integrated with contract notifications; exporting of Calendar to MS Outlook and of i-calendaring systems. Ability to provide access to contracts via mobile phones on specific platforms. Service Level Management Features to capture information on business criticality & service level targets. Able to prioritize incidents, problems, changes based on SLA's. Link clients and staff with holidays and work schedules. Provides a stated support level provided to group of users for given business service. Provides the administrators with simple wizards to customize SLA components, without need for dealing with programming code. Ability to define and manage services with Availability Info. Define multiple support centers, business working hours & holidays. Activities are adjusted based on operating hours, accounting for nights, weekends, & Holidays. 13 Defines individual milestones; system initiates notification & escalation upon breach of SLA s.

14 Unavailability of a technician will automatically re-assign incidents, problems & service requests by sending an /sms alert to the alternate technician. Supports Escalation notification through multiple means including & sms phone text. Ability for Application Administrator to configure escalation notification process. Provides information on service target breaches. Service Catalog & Availability Management Out-of-the-box Service Catalog, that allows you to map your service offerings to the system as well as deliver, measure, and tune your services to meet the changing needs of your business. Allows you to publish your own Service Catalog for (IT/HR/Administrative/Financial) Services. Ability to record availability metrics (downtimes). Workflow process to monitor all Servers and Network Devices and proactively notify managers / support staff of upon non - availability. Define new service specific fields, that should be filled by users for service provision. Approvals for the pre-defined Services are obtained automatically, and the services are delivered and charged accordingly.as per workflow rules. Generate Knowledgebase from the solved incidents. Knowledge Management Provide knowledgebase with external documents (multiple format can be accepted), and scheduled indexing is provided. Provide clients with 24/7 access to knowledgebase. Different knowledge-base views for SD staff and end users. Automatic cross reference to similar problems, with notice at data entry. Copy existing solutions from the knowledge base to the opened incident resolutions. 14

15 File attachments and links can be added, such as screenshots, internally stored documents, and internet-based information. Items in knowledge base can be marked as FAQ s / Checklists. Search based on keyword, Boolean string or string of characters, with wild cards. Easy to cross reference solutions for re-use. Ability to inactivate records of any sort, but can still search and retrieve them. Technicians can publish solutions to a knowledge base. Continual Service Improvement Tracking Quality Management Quality Management - Allows you to track and record Improvements ideas, Non-Conformances with closed loop approach to corrective and preventive actions. Deploy industry standard quality management methodologies such like ISO 9001:2008, AS9100 and TS Manage quality policies and procedures in centralized repository. Audits Management Audits Management Plan and routinely schedule audits to improve your quality systems. Track nonconformance of suppliers and collaboratively resolve issues via web access. Survey Management Allows Delivery of Survey Invitations when an Incident or Service Request is closed. Manual Delivery of Surveys to Selected Audience. Create Multiple Different Survey Types. 15

16 Unlimited User Defined Fields for Survey Questions : Drop-down, Radio Button, Checkbox, or Text Box Fields, Required or Optional Survey Questions, Required or Optional "Additional Information" Text Boxes Survey Invitations can be send via . Allows Customizable Invitations & "Thank You" Verbiage. Provides Analysis in form of Graphical Survey Results. Built in reporting and configurable Dashboards. Reporting & Dashboards More than 150 pre-defined or canned reports in System in Multiple languages. Ability to make custom reports, without need for buying expensive reporting software s. Reports can be exported as.csv,.xls, XML, TIFF, web archive and.pdf Formats. Simplified Administration. User-friendly processes, terminology and features. Assign different views, forms to staff or group. System Administration Features Provide administrators the ability to enable/ disable Users account. Ability to support administrator role that provides for complete system access. Search database to retrieve records based on any field. notifications sent to users based on rules. Listener - To convert s to incidents. notifications sent to staff based on rules. 16 Access levels and privileges for accounts.

17 User fields/function keys to allow easy customization. Spell checker for free form text entry fields. Easy cut, copy, paste from to ticket, and easily automate ticket from s. Support attachments and URL's. Frequently asked questions (FAQ) system. Provide administrator with ability to segregate group's data based on roles. Automate business processes and build workflows. Create service-based business rules. Dynamic form creation based in required data / service. Supports both SaaS & On-premise Installed Options. Support Options Remote & Onsite Technical support is available for installation and configuration. Separate documentation manuals & computer based / video training is available online within the application. For More information please contact: AH-HA Technologies 7147 Danton Promenade Mississauga, Ontario L5N 5N7 Phone : (905) Fax : (905) Toll Free : (866) info@ahhatechnologies.com Website : Solution Website: 17