Novo Service Desk Software

Transcription

1 Product Data Sheet The Novo Service Desk has helped streamline processes, reduce costs, provide better metrics, and run a more efficient help desk Lender Processing Services Novo Service Desk Software Supporting YOU to support your Customers The Novo Service Desk supports the implementation of ITIL best practices within IT Service and Support organizations. By embracing the core ITIL disciplines, The Novo Service Desk Software empowers you to align processes and increase efficiencies with functions such as Incident Management, Problem Management, Change Management and Configuration Management. Flexible templates allow you to customize multiple forms which serve as the entry point for incidents, problems or change requests. Associate these forms to Configuration Items (including machine life history details) as needed. The Novo Service Desk software has also been used by many of our clients to assist them in reaching other IT compliance goals such as Sarbanes-Oxley. The Novo Service Desk Software empowers you to: Increase end user/customer accessibility to incident & problem resolutions with a single point of contact (what ITIL calls SPOC). Configure your service desk to allow for a combination of skill levels (Support Tiers), or to support multiple internal Business Groups: IT Service Desk Other IT Teams (ie Development, Testing, Server Team, etc) Human Resources Accounting Facilities / Maintenance

2 We have been very pleased with the sales and technical support we have received from Novo everything is running much smoother since deploying the Novo Service Desk. ABNB Federal Credit Union Benefits continued. Structure your service desk for a variety of support models: Centralized responses handled from a single group/team Distributed responses handled from multiple groups/teams Virtual responses handled from multiple locations. Empower Your Management with commanding administrator tools. Admin Dashboard fully customizable portal dashboard for at-a-glance viewing of lists and management reports. Metrics On Demand Reporting- configure drill down charts & graphs using built-in reports, or create your own. Create Detailed Reports for internal managers or customers using Novo s Custom Report Builder. A 5-step wizard walks you through a simple process allowing the ability to define the various tables and fields you wish to extract data from. Name each report and Build Report Families to allow for easy access to routine reporting functions. Easily print or export data from any report to MS Excel. Incident Management Software Built on ITIL Best Practices, The Novo Service Desk software provides the ability to manage the resolution of incidents within your organization. Whether it be for personnel or business related processes, incidents are efficiently tracked and managed throughout their lifecycle. Incident Management functionality begins with the Novo Help Desk Software. Optional Knowledge Base, Workflow, and PC Inventory modules shape the software into a powerful incident management tool and allow personalization to affordably meet your incident management needs. You simply purchase the modules that are right for you! If your business needs should change additional admin seats and companion modules are just a phone call away. Incident Management Processes: 1. Incident Detection & Recording Quick Point of Entry: based on your needs, there are three ways to create an incident. End Users (Support Customers) can: Phone in their issue to the Service Desk point of contact who can create an incident on the caller s behalf the Service Desk in which case an incident can be automatically created for any end user recognized by the Novo software. Submit their incident via a self service portal using specific form types which include custom fields that have been predefined by Admin Users with the appropriate role assignment..

3 2. Classification/Prioritization The ticket is ready for classification and prioritization. Set the system to automatically route incidents based on the criteria you specify. Determine Impact on overall business operations. Differentiate between actual incidents and routine service requests (non-it failures) like forgotten passwords. Categorize the incident using customizable Categories field (ie: Hardware/printer not printing or Application/Service not available, etc. Determine and set a priority or severity level for each incident. (Customizable priority field allows for level names to be defined and associated to colors in the Novo queue). Priorities can be set manually or by relying on pre-defined Custom Rules to manage autorouting or auto-assignment to the appropriate staff, service group, or to notify a manager. 3. Investigation/Diagnosis Manage valuable information within the incident tracking system: Review Incident details and perform an initial assessment. Collect additional information as needed. (Novo system will track any note added by end user at any stage of the support process). Use Known Error Database (Novo Knowledge Base) to match the incident by checking for other similar problems going on currently, as well as cataloged issues from the past. (Using features such as Search Tickets or Search Articles) Partner with other Support Teams or assign the incident to a higher tier for further analyzing. Each staff member involved can make notes in the Incident Form to record his or her findings. The goal is to find a permanent solution, or at least to determine a temporary workaround until the issue is fully resolved. This allows for business operations to continue while more research is done. 4. Resolution/Closure Once the incident has been successfully resolved: Record the details of the resolution in the Novo system. If the Incident Manager decides it is appropriate, the core information from the incident form can be captured and added to the Novo Knowledge Base for future reference. (This expands the Known Error Database and can help to expedite service restoration with regard to future incidents) Service Desk personnel can communicate the details of the resolution to the end user and verify that it is acceptable. (Use Send Ticket feature to drive communications to the end user via the Novo system) Service Desk personnel can update the Status of the Incident to Closed.

4 Problem Management Software Built on ITIL Best Practices, The Novo Service Desk problem management tool manages the resolution of the root cause of a problem. Whether it affects multiple users or multiple systems, problems can be created either independently or from an incident recorded in the system. When the Problem is closed, workflow gives notification of all associated incidents. Problem Management Processes: Implementing a Problem Management system empowers you to improve overall IT service quality: Reduce the volume of incidents Reduce down times and costly impact on business operations Improve organizational learning Problem Management functionality is built on the Novo Help Desk. The workflow module integrates with the helpdesk to form a powerful problem management tool, creating the ability to automatically assign predefined work flows to incidents based on flexible business rules. 1. Root Cause Analysis Identify & prioritize problem areas requiring further diagnosis. Analyze patterns and trends of incidents or known errors using the Novo Report Builder as well as colorful charts and graphs inside Novo s Management Dashboards. Minimize adverse impact on business operations by determining the root cause and then initiating actions to improve or correct the situation. 2. Create Documentation Submit a Problem form (customizable using Novo Templates) in order to document the necessary information needed to expedite finding a permanent solution or a temporary workaround. Link related incidents to the core problem using Novo Child Tickets or Peer Tickets. (Allows for one click access from the problem form to the details of each related child or peer ticket). Document resolutions and known workarounds in the problem form, then easily capture core data for easy article creation within the Novo Knowledge Base. Relate the new article to the problem form for future reference. Increase first-time fix rate for the Service Desk with quick access to incident resolution and workaround data captured and stored within the known error database (Novo Knowledge Base).

5 3. Initiate RFC and Follow-up Initiate Request for Change (RFC) and forward to the appropriate Change Management personnel. Use Novo Custom Rules and Novo Workflows to define unique workflow processes which can launch automatically or manually depending on the nature of the problem or type of change needed. Verify problem/error elimination as a final step in the change management work flow process. Change Management Software Changes in your IT infrastructure such a server updates and application changes, can cause unnecessary interruptions to crucial services throughout your organization if these changes are not managed appropriately. In order to minimize the number and impact of service outages, you need to ensure that standardized analysis, review & approval processes are followed. Effective change management ensures that approved methods are utilized and appropriate processes and procedures are used to track all changes. The Novo Change Management Software will facilitate efficient and timely handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes. Change Management Process 1. Initial Submission for Change RFC Capture Key Data related to the specific nature of the change being requested. (Novo User Defined Fields allow you to easily create custom fields such as date/time, text, memo, numeric, Boolean (Y/N) or select lists). Use Fully Customizable Form Templates to submit the initial Change Request Select Category or Sub-Category to reflect the type of change being considered. Category lists (and sub-lists) are fully definable and can be added to at any time. This type of categorization allows for more detailed metrics which are useful when generating reports from the Novo Change Management software system. 2. Impact/Analysis Associate any Appropriate Asset Records (Configuration Items) which could be impacted or may be potentially at risk for service disruption by the specific change being requested. (Requires the addition of the Novo Asset Manager Module). Associate other RFC s (or other types of requests) to this request for easy access by reviewers or others involved in the workflow process. Assess and Minimize the Risk a change could have on the continuation of business services and functions.

6 4. Implement Change 3. Approve/Deny Funnel Request for Changes (RFCs) to appropriate team members (such as the Change Advisory Board) through flexible multi-level work flows. Changes can be reviewed for approval at various levels up and/or across your organization to ensure the change is warranted, that sufficient risk assessment has been conducted, and that the change is in line with the business priorities of the organization. Define Automated Custom Workflows which can assign tasks to specific individuals in advance or on the fly in order to track a Request for Change all the way through to post implementation review. Provide Data for Review Meetings As an alternative to managing approvals via work flow, some organizations review and approve or reject changes through a formal Change Advisory Board. A change request report can be used as a meeting agenda. The report can be displayed on a projector and the full Change Request details can be reviewed and updated live within the tool, eliminating the need for paper notes. Once Change Requests are approved, the next step in the workflow can be automatically triggered. Update Request for Change to reflect the current status of the request. Users with appropriate permissions can set priorities, add notes or update key fields within the request throughout the approval process. Carry out the Change Typically completed changes are flagged as Implemented Pending Review which would then trigger a notification to the person responsible for Post Implementation Review. The Novo change management software system will capture the status change as it automatically adds notes to the change request throughout the life of the request. 5. Post Implementation Review Analyze Change Requests with detailed custom-built reports using the Novo Custom Report Builder Wizard. This powerful reporting tool allows you to create all kinds of reports and charts. The charts created within the report builder can then be displayed in the dashboard, empowering management to have complete control over the change management process. Create Detailed Documentation based on post change assessments (requires the Novo Knowledge Base). Valuable information and lessons learned can be captured into articles in the fully searchable database and can be used to help determine the best course of action for similar future changes.

7 Configuration Management Software The Novo Service Desk tracks all of the individual Configuration Items in your IT organization while working tightly with the Change Management system. Whether it be a small or large IT department, your technical, ownership and relationship attributes are all securely recorded within the Configuration Management system. Configuration Management Process 1. Planning and Identification Utilize the Novo Knowledge Base to create detailed information documenting the purpose, scope, policies and key objectives, with regard to implementing Configuration Management. Identify a configuration structure for managing the Configuration Items (CI s) within the infrastructure. User Defined Fields define which asset details will be tracked within the database. Determine and label each CI with key information such as: item name, serial number, owner, location, relationships to other CI s, and any other key identifiers needed. 2. Control Maintain database consistency within the Configuration Management system at all times. Use Novo Solutions Roles -based Permissions to control which Admin Users are authorized to add, update or manage CI s. Limit access strictly to the Admin s department or allow system-wide permissions. Relate RFC s (Requests from the Change Management system) to the appropriate Configuration Items so that the change documentation is a click away from the actual CI record. 3. Status Accounting Create custom reports using built-in Novo Custom Reports Builder wizard. Avoid being forced to rely on third party reporting software in order to extract key metrics related to Configuration Management. Easily track PC s and other equipment from receipt to disposal. The Novo Service Desk enables users to see a view of the life history of each CI, including status changes, location changes, previous requests, etc. 4. Verification and Audit Use Memorized Events within to schedule automated Audit Reminders. These reminders would serve to notify key system Admins to verify the physical location of equipment as well as the accuracy of Configuration Item details and to update system records at regular intervals as needed. Auto-discover and update PC information with the PC Inventory component. Utilize this to provide the latest hardware and software information. Once captured, each PC s hardware and software data will reside one click away from the actual CI record S. Independence Blvd. Suite 205 Virginia Beach, VA USA sales@novosolutions.com Phone: