Service Desk Tools - Comparison and Recommendation. T. Malarselvan Malarselvan.Tamilmani@tcs.com

Size: px
Start display at page:

Download "Service Desk Tools - Comparison and Recommendation. T. Malarselvan Malarselvan.Tamilmani@tcs.com"

Transcription

1 Service Desk Tools - Comparison and Recommendation January 2005 T. Malarselvan Malarselvan.Tamilmani@tcs.com Tata Consultancy Services Limited 17 Cathedral Road, Chennai Phone:

2 About this Document Purpose This document is a report that compares various Service Desk tools and recommends one of them that meets customer requirements. Scope The scope of this document is to compare various popular Service Desk tools and provide information on the standing of each of these tools against select metrics. Based on the metrics chosen and the performance of the tools against them, this document recommends a tool meeting the customer requirements. Audience The expected users of this document are: IT Services Manager (CTO) IT Service Support and Delivery Manager (Operations Manager) Manager IT Audit Chief Architect Technology CoE Leads Organization This is an information document containing the following: Introduction Product Introduction Comparison Criteria Conclusion Page 2 of 17

3 Contents 1 Introduction Products Evaluated CA Unicenter ServicePlus Service Desk FrontRange HEAT HP OpenView Service Desk Peregrine ServiceCenter Remedy IT Service Management Comparison Criteria System Management Feature Call Management Capability Asset Tracking and Validation Web Interface ITIL Processes Supported Integration with other ESM products Knowledge Management Performance Reporting Scalability Security Strengths and Weaknesses Conclusion Recommendation...15 Page 3 of 17

4 1 Introduction A Service Desk tool must be implemented to facilitate operational processes and procedures for providing internal Service Support and Delivery. Tata Consultancy Services Limited (TCS) has embarked on defining and implementing operational support processes and systems for a Financial Services Customer. In doing so, TCS has adhered to ITIL guidelines and recommendations. This document provides details on the comparison of various Service Desk tools, and ends with TCS recommendation of the apt tool. Based on the minimum criteria for Service Desk tools and considering the basic requirements of TCS, the following are the tools considered for comparison: CA Unicenter ServicePlus Service Desk FrontRange HEAT HP OpenView Service Desk Peregrine ServiceCenter Remedy IT Service Management Key metrics that have been chosen for comparison, keeping in view the critical requirements of TCS, are: Support of the product for ITIL Service Support Processes, namely Configuration Management Incident Management Change Management Problem Management Release Management and the Service Delivery Process, namely Service Level Management. Integration with Enterprise Systems Management software (namely IBM Tivoli, HP OpenView suite and CA Unicenter) Native support for System Management Scalability, Reliability and Security of the product Page 4 of 17

5 1.1 Products Evaluated CA Unicenter ServicePlus Service Desk As per Computer Associates (CA): Unicenter ServicePlus Service Desk is a comprehensive enterprise solution that manages virtually every aspect of an organization s service and support requirements. With a powerful workflow engine at its core, it automatically streamlines the identification, tracking and resolution of end-user issues and problems. Unicenter ServicePlus provides a full complement of capabilities, including incident management, problem management, request management, change order management, basic asset management, keyword search and self-service functionality. Advanced features such as attachments, customer surveys and service level agreement (SLA) management are supported as well. It features quick call templates for improved usability and is IT Infrastructure Library (ITIL) compliant and highly scalable. In addition, it offers robust failover. Seamless integration with a host of interrelated management tools provides unmatched functionality and flexibility that, together, are capable of managing the entire IT infrastructure from a Services perspective. Version: 6.0 Platforms Supported Servers: UNIX (AIX, HP-UX and Solaris), Windows NT, Windows 2000, Windows 2003 and Linux Clients: Windows 98, 2000, 2003, NT and XP and Linux Web: Internet Explorer, Netscape and handheld device browsers Databases Supported: DB2, Ingres, Ingres Informix, MS-SQL, Oracle and Sybase. Product is natively shipped with Ingres database FrontRange HEAT As per FrontRange: FrontRange HEAT - Originally developed with the input of experienced service and support managers, HEAT virtually created the modern help desk and continues to be the world standard for functionality, ease of use and customizability. HEAT was voted the Winner of the User s Choice Award three years in a row and recently named "Product of the Year" by both Call Center Magazine and Call Center Solutions. HEAT Service and Support provides the core Support Center tools an organization needs to increase overall operational effectiveness and improve customer satisfaction. It helps an organization meet its service level agreements with confidence. HEAT Service and Support has built-in best practices that help set up processes to manage even the most complex service level agreements, and allows easy monitoring and managing of service level agreements. HEAT Plus Knowledge allows an organization to leverage information assets from diverse business units across an organization, giving support technicians the information they need, exactly when they need it. HEAT Asset Tracker reduces the Page 5 of 17

6 complexity of asset management by monitoring Inventory Management, Software compliance and License Management and Lease and Warranty Management. Version: 8.0 Platform Supported Servers: Windows NT, 2000 Databases Supported: Oracle, MS-SQL and Sybase HP OpenView Service Desk As per Hewlett Packard (HP): HP OpenView Service Desk gives enterprises and service providers a unique solution to successfully manage service levels. The integrated service desk functionality allows organizations to manage crucial support and service processes to successfully deal with complex IT service management challenges. HP OpenView Service Desk helps organizations manage service level agreements (SLAs) by showing which IT elements the service is depending on, which customers are receiving the service, and who is managing and supporting the service. With new levels of integration with HP OpenView Internet Services Manager and HP OpenView Service Navigator, HP OpenView Service Desk will help organizations manage their services better than ever before. Version: 4.5 Platforms Supported Server: HP-UX, Solaris and Windows NT/2000 Client: Windows 98, NT and 2000 Web: Microsoft Internet Explorer and Netscape Navigator Databases Supported: Oracle and MS-SQL Peregrine ServiceCenter As per Peregrine: The ServiceCenter 6 suite of integrated applications incorporates ITIL process standards along with other best practices. With a full configuration management database (CMDB) implementation, ServiceCenter 6 is designed for rapid deployment of key IT Asset Management service features. With its solid and scalable technological foundation, rich application capabilities and built-in best practice features, ServiceCenter 6 delivers ITSM excellence and a lower total cost of ownership TCO through less costly client deployment, faster to learn, easier to use, optimized administration tools, robust management reporting tools, standardized JavaScript customization, scalable web Page 6 of 17

7 services foundation, open integration standards, built-in workflow and best practice features. Enterprise-class solutions from Peregrine can help create business alignment and tangible business value. Version: 6.0 Platforms Supported Server: Client: Databases: Windows NT/2000, HP-UX, Solaris, AIX and RedHat Linux Windows 98/NT/XP, Solaris, HP-UX, AIX, RedHat Linux and Mac OS MS-SQL and Oracle Remedy IT Service Management As per Remedy: Remedy IT Service Management for the Enterprise provides the software applications organizations need to effectively deliver proactive IT support reduce the occurrence of IT failures, improve service levels and customer satisfaction, and reduce fixed and variable costs.. By delivering ITIL-compatible best practices out of the box, this comprehensive and integrated application suite helps organizations facilitate and manage an ongoing dialogue between business process and IT service owners. The suite comprises of Remedy Helpdesk Management, Remedy Asset Management, Remedy Change Management and Remedy Service Level Agreement Management products. Version: 5.12 Platforms Supported Server: Client: Web: Databases: Solaris, HP-UX, AIX, Windows NT/2000 and RedHat Linux Windows 98, NT, 2000, XP Microsoft Internet Explorer and Netscape Navigator Oracle, DB2, Informix, Sybase and MS-SQL. Page 7 of 17

8 2 Comparison Criteria 2.1 System Management Feature Enterprise Systems Management (ESM) is one of the key challenges facing enterprises today. Availability of an ESM suite that can readily integrate with a Service Desk product and offer end to end system and service management solutions would be a real boon to enterprises in offering service level based operations management to their customers. In view of this, System Management Feature is a criterion that helps an organization judge the full-fledged nature of a Service Desk product. The more full-fledged and versatile the product is in managing systems, the better it is for the organization. The following table provides the evaluation of the Service Desk products using this criterion: Product System Management Feature CA Unicenter ServicePlus Service Desk FrontRange HEAT CA provides end to end system management solution using CA Unicenter range of products. CA Service Desk is fully compatible and can be completely integrated with other Unicenter products to offer seamless service support. FrontRange lacks a product range to offer end to end enterprise system management solution. HP OpenView Service Desk HP, with its popular and proven OpenView range of products, helps organizations achieve integrated systems management platform. HP Service Desk is fully compatible and can leverage HP OpenView Operations range of products to offer end to end service management to customers Peregrine ServiceCenter Remedy IT Service Management Peregrine falls short of an organization s expectation in this criterion and lacks end to end system management capabilities. Though Remedy inherently lacks this feature, Remedy s parent organization, BMC has a host of products that can help manage systems and networks. 2.2 Call Management Capability The Call Management feature facilitates Operations Support personnel to track all activity for user enquiries and service requests. The purpose of this feature is to enable quick call logging with minimal keystrokes and mouse movements. A Service Desk product must have support for standard as well as customizable templates to facilitate rapid tracking and recording of calls. In a few products, part of the call management feature would be to facilitate Computer Telephony Integration (CTI) thereby leading to better call tracking and efficient user interaction. As this criterion is not applicable to the financial customer current environment, not much weight has been attached to it. All the products evaluated provide Call Management support to a limited extent. Products such as the CA Unicenter have advanced call management options like CTI integration, Automatic Call Distribution (ACD) integration, Interactive Voice Response (IVR) integration, and so on. Page 8 of 17

9 2.3 Asset Tracking and Validation One of the Information Technology Information Library (ITIL) mandates is to create and maintain a consistent Configuration Management Database (CMDB). This is nothing but a database repository of all configuration items that are being managed by the operations support group in an organization. The purpose of the asset tracking and validation feature is to: a) Track any new changes in the asset space (for example, addition of new server / removal of server, and so on.), b) Maintain consistency of CMDB by ensuring that existing assets in IT environment are periodically matched against the data in CMDB. In this criterion, evaluation is based on the availability of asset tracking and validation features in Service Desk products (inherently), or by means of other highly compatible products. The following table provides information on the assessment made: Product Asset Tracking and Validation CA Unicenter ServicePlus Service Desk FrontRange HEAT CA provides an asset validation and tracking tool that can integrate with CA Service Desk, and is called CA Asset Management software (It is a separate priced product.). FrontRange Infrastructure Management suite has a product called Asset Management (It is a separate priced product.) which offers this feature. HP OpenView Service Desk HP OpenView can provide asset validation and tracking feature with the help of HP OpenView Inventory Manager (using Radia, which is a separate priced product). Peregrine ServiceCenter Remedy IT Service Management AssetTracking (which is a separate priced product) tool within Peregrine suite of products provides this capability, and can integrate with Peregrine ServiceCenter. Remedy AssetManagement (which is a separate priced product) product within Remedy IT Service Management range of products can help achieve this feature. 2.4 Web Interface A Service Desk tool should have a web interface that provides administrative as well as user level access to Service Desk functionalities and features using a web browser. Considering the increasing dependence on web browsers by technical administrators and users for tool administration and every day Service Desk access, this criterion is of importance. Some Service Desk tools can extend the web interface with enhanced features, thereby facilitating end-user self-service. Provision of web interface means that users can open their browsers to log calls, mention priority of their call, track their call, mention the category of their call, namely, service request, incident report, and so on. Operations support group members can access their request queues over the web interface, log their activities, take the calls to Page 9 of 17

10 closure, and so on. Web-based knowledge base can assist a user to help diagnose an issue / incident. The following table provides the evaluation of the tools based on this criterion: Product Web Interface CA Unicenter ServicePlus Service Desk CA provides web interface for users to log their calls / service requests. FrontRange HEAT FrontRange provides web interface for users to log their calls and also administrators to track a call, lead to closure and so on. HP OpenView Service Desk HP OpenView Service Desk provides web interface for users to log their calls. Peregrine ServiceCenter Peregrine ServiceCenter provides web interface for users and administrators. Remedy IT Service Remedy IT Service Management provides limited web Management interface wherein users can log in and record their calls. However, administrators require a client to logon (not using the web interface). 2.5 ITIL Processes Supported Service support processes (namely Incident, Change, Problem and Configuration Management) and one Service Delivery process (namely Service Level Management) have been chosen, and the products have been evaluated against this criterion. All the products are compliant with ITIL defined processes except for CA Unicenter ServicePlus Service Desk and FrontRange HEAT. CA Unicenter ServicePlus Service Desk is partially compliant with ITIL Problem Management process definition and FrontRange HEAT is not fully compliant with Service Level Management process definition (does not provide end to end service level management capability). 2.6 Integration with other ESM products It is possible that an enterprise might have deployed ESM software initially to manage its enterprise wide systems, and the Service Desk tool selection and deployment may have taken place later. In order to provide seamless and proactive service support, it is imperative that the ESM product and the Service Desk product are seamlessly integrated. As a result, products have to be evaluated on a key criterion, which is, integration capability of the Service Desk product with existing the ESM product in the enterprise. Some products support direct integration with ESM products either in the form of a module deployment or custom scripting. In performing this evaluation, more weight is assigned to products that have readily integrating modules / components with ESM products. The following table summarizes the evaluation: Page 10 of 17

11 Product Integration with other ESM products CA Unicenter ServicePlus Service Desk FrontRange HEAT Readily integrates with CA Unicenter range of ESM products. However, it does not have a ready interface to integrate with HP OpenView, IBM Tivoli or BMC Patrol. Same as CA Unicenter. Does not offer readily built interface for integration with any of the popular ESM products. HP OpenView Service Desk HP OpenView comes out very strong in this criterion. Not only does the product integrate with HP OpenView suite of products, but it also offers ready interfaces for integrating with IBM Tivoli (with Tivoli Enterprise Console TEC) and BMC Patrol. Peregrine ServiceCenter Remedy IT Service Management Though Peregrine does not provide a ready interface for integration, it provides Application Program Interfaces (API) that can facilitate integration with HP OpenView, CA Unicenter and IBM Tivoli. Remedy provides modular integration feature with HP OpenView and IBM Tivoli. 2.7 Knowledge Management This feature is of great assistance in Incident Management and Problem Management processes. This feature allows knowledge to be authored in multiple formats including.html, Microsoft Word, plain text, Adobe Acrobat and the like. The feature also helps in building a knowledge base from incidents and problems that take place. The knowledge base stored in a database is also made searchable by means of this feature. This feature may also contain a decision tree tool (that provides procedure-based guidance for almost all support issues) and / or a dynamic Frequently Asked Questions (FAQ) tool. A few Service Desk tools may support third party knowledge base support. The following table details the performance of products on this evaluation criterion: Product CA Unicenter ServicePlus Service Desk FrontRange HEAT Knowledge Management Provides native knowledge base support. The tool has an optional module called USP Knowledge Tools. The module adds self-learning capabilities to Service Desk and provides a natural language interface for problem resolution. The tool also has a web interface to access knowledge base as well as Knowledge Tools data. It has an entry-level knowledge management tool called First Level Support. First Level Support maintains a knowledge base of incidents or problems resolved, and maintains data in the form of decision format or outline format. Users / technical personnel can search this knowledge base manually and arrive at solutions. Additionally (at an added cost), FrontRange also provides a prepackaged library of technical content subscriptions. Page 11 of 17

12 HP OpenView Service Desk HP OpenView Service Desk provides a feature to build Frequently Asked Questions (FAQ) that can be accessed by users while registering calls. In addition, HP OpenView provides third party Knowledge Base support like egain and ManageSoft. Peregrine ServiceCenter Peregrine supports a web-based knowledge management product called Get-Answers. In addition, it has support for enhanced knowledge management products like Diagnostic Aids. Adequate security controls are in place within the product to allow select access to sensitive Remedy IT Service Management information (if any). Remedy has limited support for knowledge base and by means of Knowledge Management for Remedy (KMR) product, a more comprehensive and complete knowledge management solution is offered. 2.8 Performance Reporting Reporting is an essential criterion considering the fact that performance reviews on the operations group would take place based on the reports provided by the Service Desk tool. So it is essential that the Service Desk tool provides as much information as possible on the: Type of calls Number of calls Calls within SLA / outside SLA Changes in the environment Changes within SLA/Outside SLA Number of first call resolutions Number and nature of incidents per configuration item Number and nature of changes per configuration item. At the minimum, a Service Desk tool must provide reports on incidents, problems, changes, SLA violations and configuration information. Reports must be produced out of the box without much customization effort. It is recommended that the Service Desk tool provide a business view out of the collected data (in terms of outage percentage, business loss, number of users affected, and so on). This Reporting tool must also provide drill-down capabilities so that the viewer, if required, can get more information on a problem / change / incident. The following table summarizes the reporting capabilities of the various Service Desk tools evaluated: Product CA Unicenter ServicePlus Service Desk Performance Reporting CA provides reports in real-time as well as historic manner. Users can quickly customize real-time reports to obtain information on the current performance of a service request, incident or a problem, In addition, reports can be Page 12 of 17

13 FrontRange HEAT generated on the basis of past data collected; reports can be generated on incidents, changes, configuration items, asset descriptions and the like. The product can be integrated with Microsoft Access and Seagate Crystal Reports to provide standard reports. FrontRange has tools to facilitate reports in the form of dashboards and the product contains Crystal Decisions to create reports. The Service Desk also contains tools to provide customized reports using Crystal Reports. HP OpenView Service Desk HP OpenView Service Desk provides views into its database so that a third party tool can extract the data and provide reports on service performance. Views can be accessed by means of ODBC, SQL Client to generate reports. Chart views are provided by default by the tool, and for enhanced and comprehensive reporting, Crystal Reports or BusinessObjects Designer is a pre-requisite. Peregrine ServiceCenter Remedy IT Service Management 2.9 Scalability ReportCenter in ServiceCenter product family would meet the reporting requirements of the Service Desk. The ReportCenter tool provides several out of the box reports that are presented with the help of Crystal Reports. In addition, BI Portal is a third party tool that can process the Service Desk data and present reports that are far more comprehensive and have more drill-down capabilities than ReportCenter. Remedy has a feature called FlashBoards using which real-time performance reports can be seen. Remedy also provides ODBC connection to its data view which can be accessed by tools, such as Crystal Reports, to generate customized reports. With the scaling demand on IT service management group and the depth of services, it is imperative that the Service Desk tool is equally scalable. Service Desk products have been evaluated on this criterion. All products except FrontRange and Peregrine follow a stable three-tier architecture, thereby ensuring scalability. FrontRange does not follow a three-tier architecture. Peregrine, though it follows three-tier architecture, provides a native database with its product which is unstable and not easy-to-use Security All products that have been evaluated have adequate security measures to ensure tiered access to the Service Desk tool. In addition, all the tools provide Lightweight Directory Access Protocol (LDAP) interface thereby facilitating third party access interface for security authentication and authorization. Page 13 of 17

14 2.11 Strengths and Weaknesses The following table details the strengths and weaknesses of the products evaluated: Product Strengths Weaknesses CA Unicenter ServicePlus Service Desk With CA Unicenter as the ESM tool, CA Service Desk has inherent strength in viewing and tracking an incident / problem right from its birth to closure anywhere across the enterprise. CA Unicenter is highly scalable across complex IT environments. FrontRange HEAT Highly effective and intuitive web interface. Strong asset management capabilities. Ease of implementation. HP OpenView Service Desk Peregrine ServiceCenter With HP OpenView ESM products deployed, it provides capability to manage systems/networks/services from end to end. Support for problem management process is unparalleled (root cause analysis, trend analysis and performance reporting capabilities are unmatched). Strong asset management support. Best practices guidelines are offered along with the product that can be followed by organizations that are building new processes. Large support of third party vendors to integrate their products to enhance Lack of integration capabilities with HP OpenView ESM (considering current environment of the customer). Very low number of third party integrators and vendors supporting the product. Price. Financial stability of the company and long term sustenance. Lack of direct integration capabilities with HP OpenView. Service Level Management does not cover end to end for every process area. Lack of a strong installed customer base. Knowledge base inherently is in the form of FAQ (only third party tools provide enhanced and integrated knowledge facility). management Financial stability of the vendor and long term sustenance. Not many customization options are available to suit an organization s requirements. High ongoing maintenance charges. Not suitable for small and Page 14 of 17

15 Remedy IT Service Management products to enhance features of Peregrine Service Desk. Achievement of end to end service management by integrating with ESM tools directly. Searchable knowledge base. Client support for multiple platforms (which is unique to Remedy as not many vendors support non- Windows client). medium enterprises because of the complexity of the solution and cost involved. Product price. Considering the customer HP OpenView (HPOV) environment, Remedy integration with ESM will not be as transparent and efficient as HP Service Desk. 3 Conclusion Considering the various criteria for the evaluation, the rating of the Service Desk products is in the following table (1 = High and 5 = Low): Product Ranking Remedy IT Service Management 1 HP OpenView Service Desk 2 CA Unicenter ServicePlus Service Desk 3 Peregrine ServiceCenter 4 FrontRange HEAT Recommendation TCS recommends Remedy as the apt Service Desk tool considering the technical superiority of the product. The key technical difference is the availability of a knowledge base in Remedy, and its absence in HP Service Desk. However, if the knowledge base gap can be bridged with the help of a third party software that integrates with HP Service Desk, TCS feels that the HP Service Desk tool can be deployed to manage the financial customer operational support processes. Page 15 of 17

16 Author s Biography T. Malarselvan is working as a Project Manager in IT Infrastructure Services Practice of TCS. He has around 10 years of industry experience worked in many customer engagements in India and USA. He has rich experience in IT Service Management process definition and tool implementation assignments for TCS customers. He is an ITIL certified and PMP Certified professional. Page 16 of 17

17 List of Acronyms and Abbreviations CI - Configuration Item CLP - Consumer Lending Project CMDB - Configuration Management Database CoE - Centre of Excellence CTO - Chief Technology Officer ESM - Enterprise System Management FOCUS - Financial Online Customer Service System ITIL - Information Technology Infrastructure Library ITS - Inventory Tracking System KEDB - Known Error Database KM - Knowledge Base PMO - Project Management Office RFC - Request for Change SLA - Service Level Agreement SOX - Sarbanes -Oxley (Auditing Guidelines) Page 17 of 17

IBM Tivoli Service Request Manager

IBM 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 information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit 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 information

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER

BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER BMC Software s ITSM Solutions: Remedy ITSM & Service Desk Express SOLUTION WHITE PAPER Table of Contents Introduction................................................... 1»» BMC Remedy Service Desk Overview

More information

CA Service Desk Manager

CA 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 information

Magic Quadrant for the IT Service Desk, 2003

Magic Quadrant for the IT Service Desk, 2003 Markets, K. Brittain Research Note 14 May 2003 Magic Quadrant for the IT Service Desk, 2003 Vendors in the IT service desk market Magic Quadrant have suffered through a depressed economy, vendor financial

More information

How To Use Ibm Tivoli Monitoring Software

How 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 information

Guardium Change Auditing System (CAS)

Guardium Change Auditing System (CAS) Guardium Change Auditing System (CAS) Highlights. Tracks all changes that can affect the security of database environments outside the scope of the database engine Complements Guardium's Database Activity

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address 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 information

HP Service Manager software

HP 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 information

HP Systems Insight Manager and HP OpenView

HP 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 information

What s new in AM 9.30 Accelerating business outcomes

What 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 information

How To Use Axway Sentinel

How To Use Axway Sentinel Axway Sentinel Data Flow Visibility and Monitoring In order to unlock the full value of your business interactions, you need to control and optimize truly govern the flow of data throughout your organization,

More information

Metricus for ServiceNow

Metricus for ServiceNow represents the integration of Metricus a cloud platform for IT Performance Measurement and ServiceNow a leading cloud-based provider of IT service Management. By leveraging Metricus as an integrated, seamless

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

How To Create A Help Desk For A System Center System Manager

How 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 information

itop: the open-source ITSM solution

itop: the open-source ITSM solution itop: the open-source ITSM solution itop is a multi-client web portal designed for service providers and businesses. Simple and easy to use, it allows all configuration items and their relationships to

More information

HP 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 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 information

A Provance White Paper

A Provance White Paper The Benefits of Combined IT Service Management and IT Asset Management A Provance White Paper Contents Introduction... 3 IT Service Management... 3 IT Asset Management... 4 People... 4 Processes... 5 Shared

More information

HEAT in a Box Overview

HEAT in a Box Overview Intelligise CC Unit E3 Pinelands Business park, New Mill Road, Pinelands 7405 Tel (021) 530-7460 Fax (021) 531-0062 E-mail info@intelligise.co.za HEAT in a Box Overview Thank you for your enquiry regarding

More information

IT Infrastructure Management

IT Infrastructure Management IT Infrastructure Management Server-Database Monitoring An Overview XIPHOS TECHNOLOGY SOLUTIONS PVT LIMITED 32/3L, GARIAHAT ROAD (SOUTH) KOLKATA 700 078, WEST BENGAL, INDIA WWW.XIPHOSTEC.COM Xiphos Technology

More information

Cisco Tidal Enterprise Scheduler

Cisco Tidal Enterprise Scheduler Cisco Tidal Enterprise Scheduler Introduction to Automated Enterprise Job Scheduling Automated job scheduling is essential to complex data centers, because it helps them operate more efficiently and reliably.

More information

CMDB Essential to Service Management Strategy. All rights reserved 2007

CMDB Essential to Service Management Strategy. All rights reserved 2007 CMDB: Essential to the Service Management strategy Business Proposition: This white paper describes how the CMDB is an essential component of the IT Service Management Strategy, and why the FrontRange

More information

20 Reasons to Choose CA Unified Infrastructure Management

20 Reasons to Choose CA Unified Infrastructure Management WHITE PAPER MARCH 2015 20 Reasons to Choose CA Unified Infrastructure Management A Comparative Overview of Monitoring Tools for Enterprise IT Organizations 2 WHITE PAPER: 20 REASONS TO CHOOSE CA UNIFIED

More information

VOLUME 4, NUMBER 1, JANUARY 2006. Alloy Navigator 5: Robust New Service Management Solution Slated for Release

VOLUME 4, NUMBER 1, JANUARY 2006. Alloy Navigator 5: Robust New Service Management Solution Slated for Release Directions VOLUME 4, NUMBER 1, JANUARY 2006 Welcome to Directions Welcome to the January 2006 issue of Directions, Alloy Software s online customer newsletter. Let us know any topics you want to read about,

More information

ManageEngine (division of ZOHO Corporation) www.manageengine.com. Infrastructure Management Solution (IMS)

ManageEngine (division of ZOHO Corporation) www.manageengine.com. Infrastructure Management Solution (IMS) ManageEngine (division of ZOHO Corporation) www.manageengine.com Infrastructure Management Solution (IMS) Contents Primer on IM (Infrastructure Management)... 3 What is Infrastructure Management?... 3

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The 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 information

Installation Guide. Tech Excel January 2009

Installation Guide. Tech Excel January 2009 Installation Guide Tech Excel January 2009 Copyright 1998-2009 TechExcel, Inc. All Rights Reserved. TechExcel, Inc., TechExcel, ServiceWise, AssetWise, FormWise, KnowledgeWise, ProjectPlan, DownloadPlus,

More information

HP OpenView AssetCenter

HP OpenView AssetCenter HP OpenView AssetCenter Software version: 5.0 Asset Tracking solution Build number: 120 Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

Numara Track-It! 10.5. Product Family Overview. www.numarasoftware.com

Numara Track-It! 10.5. Product Family Overview. www.numarasoftware.com Numara Track-It! 10.5 Product Family Overview www.numarasoftware.com Introduction The Numara Track-It! family of IT Management solutions gives you the ability to immediately take control of your Help Desk

More information

IBM Maximo Asset Management for IT

IBM Maximo Asset Management for IT Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs and financial impact of IT assets with a single solution that tracks and manages your hardware, software

More information

Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco

Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco Implementation of ITIL Service Desk Improves Operational Efficiency and Customer Service for Australian Telco A leading Australian telecommunications service provider wanted to implement a consolidated

More information

How To Run A Business From A Desktop Computer

How To Run A Business From A Desktop Computer MobileWare RFP Template Draft Version 1.a Marketing Demo available? Downloadable? o How limited/locked? Hosted? o Standard demo on website o Customized demo / webinar? User perceptions of: o Responsiveness?

More information

Solution Brief and Key Features Datasheet

Solution Brief and Key Features Datasheet SMART Service Desk ITIL 2011 + ISO 20000 + SaaS www.smartservicedesk.com Solution Brief and Key Features Datasheet SMART Service Desk - IT Service Management Suite SMART Service Desk Service Management

More information

HP OpenView Service Level Manager 5.0 software

HP OpenView Service Level Manager 5.0 software HP OpenView Service Level Manager 5.0 software Data sheet Meet the challenge of running IT as a business with HP OpenView Service Level Manager 5.0. This module of the HP OpenView Service Desk 5.0 a second-generation

More information

Dynamic Service Desk. Unified IT Management. Solution Overview

Dynamic 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 information

BMC Track-It! Key Benefits

BMC Track-It! Key Benefits PRODUCT SOLUTION DATASHEET BMC Track-It! BMC Track-It! is the leader in the small to mid-sized business help desk market and gives you the ability to immediately take control of your Help Desk and IT Management

More information

BMC Impact Solutions Concepts Guide

BMC Impact Solutions Concepts Guide BMC Impact Solutions Concepts Guide Supporting BMC Impact Manager 7.3 BMC Impact Event Adapters 7.3 BMC Impact Administration Server 7.3 BMC Impact Explorer 7.3 BMC Impact Publishing Server 7.3 BMC Impact

More information

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.

performance 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 information

SENTINEL MANAGEMENT & MONITORING

SENTINEL MANAGEMENT & MONITORING MANAGEMENT & MONITORING Network Monitoring Server Monitoring Database Monitoring Application Monitoring End User Response Time Monitoring Virtualisation Monitoring VOIP Monitoring SLA Monitoring Knowing

More information

E f f e c t i v e p r o c e s s - d r i v e n

E f f e c t i v e p r o c e s s - d r i v e n E f f e c t i v e p r o c e s s - d r i v e n S e r v i c e S u p p o r t Frontier Business Systems has over a decade of experience in design, delivery, deployment and support of complex IT infrastructure

More information

Service Management Foundation

Service Management Foundation Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations

More information

Improve end-to-end management with IBM consolidated operations management solutions.

Improve end-to-end management with IBM consolidated operations management solutions. IBM consolidated operations management solutions To support your business objectives Improve end-to-end management with IBM consolidated operations management solutions. Accelerate operations with a single

More information

Comparison of DBI Products and BMC SmartDBA

Comparison of DBI Products and BMC SmartDBA Comparison of DBI Products and BMC SmartDBA Feature Brother-Panther SmartDBA Notes Streamlined performance workflow Identify configuration changes that lead to performance issues Brother-Panther will start

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

Asset. Unicenter Management r11

Asset. Unicenter Management r11 Data Sheet Asset Unicenter Management r11 Unicenter Asset Management r11 is a comprehensive solution for proactively managing IT assets in your business environment and provides instant knowledge of what

More information

Vyom SSO-Edge: Single Sign-On Solution for BMC Remedy

Vyom SSO-Edge: Single Sign-On Solution for BMC Remedy Vyom SSO-Edge: Single Sign-On Solution for BMC Remedy Reduce service desk calls, improve end user satisfaction, and strengthen security with Single Sign-On for BMC Remedy Contact Vyom Labs Pvt. Ltd. dhiraj

More information

CA Service Desk On-Demand

CA 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 information

Unicenter Asset Intelligence r11

Unicenter Asset Intelligence r11 Unicenter Asset Intelligence r11 Key Features at a Glance Comprehensive Out of the Box Business Relevant Answers Complete and Accurate IT Asset Information Real-Time Analysis Risk Alerting Compliance Utilization

More information

IBM Tivoli Monitoring for Applications

IBM Tivoli Monitoring for Applications Optimize the operation of your critical e-business applications IBM Tivoli Monitoring for Applications Highlights Helps maintain the performance and availability of your application environment including

More information

Enabling 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 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 information

EMC Data Protection Advisor 6.0

EMC Data Protection Advisor 6.0 White Paper EMC Data Protection Advisor 6.0 Abstract EMC Data Protection Advisor provides a comprehensive set of features to reduce the complexity of managing data protection environments, improve compliance

More information

Comparison Paper Argent vs. SolarWinds

Comparison Paper Argent vs. SolarWinds Comparison Paper Argent vs. SolarWinds Contents Overview 2 Critical Differences 3 Investment Differences 5 Critical Architectural Differences 6 n-tier Architecture 7 Critical Support Differences 8 Installation

More information

WHITE PAPER September 2012. CA Nimsoft Monitor for Servers

WHITE PAPER September 2012. CA Nimsoft Monitor for Servers WHITE PAPER September 2012 CA Nimsoft Monitor for Servers Table of Contents CA Nimsoft Monitor for servers 3 solution overview CA Nimsoft Monitor service-centric 5 server monitoring CA Nimsoft Monitor

More information

IBM Tivoli Compliance Insight Manager

IBM Tivoli Compliance Insight Manager Facilitate security audits and monitor privileged users through a robust security compliance dashboard IBM Highlights Efficiently collect, store, investigate and retrieve logs through automated log management

More information

SysAidTM Product Description

SysAidTM Product Description SysAidTM Product Description September 2006 IT Challenges As the ratio of computers to IT staff grows, so does the visibility of the IT department in organizations. Efficiency and responsiveness has become

More information

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.

HP 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 information

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE brochure Update Global Partners.qxd 30/9/09 16:44 Page 2 - Marval s next generation - Marval s of integrated next IT generation of integrated

More information

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI

Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1

More information

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive

More information

ElegantJ BI. White Paper. The Enterprise Option Reporting Tools vs. Business Intelligence

ElegantJ BI. White Paper. The Enterprise Option Reporting Tools vs. Business Intelligence ElegantJ BI White Paper The Enterprise Option Integrated Business Intelligence and Reporting for Performance Management, Operational Business Intelligence and Data Management www.elegantjbi.com ELEGANTJ

More information

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.

More information

CA Insight Database Performance Monitor for Distributed Databases

CA Insight Database Performance Monitor for Distributed Databases PRODUCT BRIEF: CA INSIGHT DATABASE PERFORMANCE MONITOR CA Insight Database Performance Monitor for Distributed Databases CA INSIGHT DATABASE PERFORMANCE MONITOR FOR DISTRIBUTED DATABASES (CA INSIGHT DPM)

More information

CA Configuration Automation

CA Configuration Automation PRODUCT SHEET: CA Configuration Automation CA Configuration Automation agility made possible CA Configuration Automation is designed to help reduce costs and improve IT efficiency by automating configuration

More information

Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price.

Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price. Comparison Document Your Help Desk evaluation is not complete until you check out the comparison between the different editions of ServiceDesk Plus and the price. Here is a list prepared based on customer

More information

ManageEngine SupportCenter Plus 7.7 Edition Comparison

ManageEngine SupportCenter Plus 7.7 Edition Comparison ManageEngine SupportCenter Plus 7.7 Edition Comparison Detailed Comparison of SupportCenter Plus 7.7 Editions. Zoho Corporation Official Document. ManageEngine is a part of Zoho Corporation ( Formerly

More information

Proven deployments across different Industry verticals; Being used by leading brands

Proven deployments across different Industry verticals; Being used by leading brands What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation

More information

Datasheet FUJITSU Cloud Monitoring Service

Datasheet 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 information

KIFINTI. Kifinti White Paper. IT Asset Management Four Steps To Implementing an Effective IT Asset Management Strategy. Paul Kelsey 4/1/2012

KIFINTI. Kifinti White Paper. IT Asset Management Four Steps To Implementing an Effective IT Asset Management Strategy. Paul Kelsey 4/1/2012 KIFINTI Kifinti White Paper IT Asset Management Four Steps To Implementing an Effective IT Asset Management Strategy Paul Kelsey 4/1/2012 This paper is designed for IT Managers, Business Analysts and Controllers

More information

ORACLE IT SERVICE MANAGEMENT SUITE

ORACLE 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 information

SAM Enterprise Identity Manager

SAM Enterprise Identity Manager SAM Enterprise Identity Manager The Next IAM Generation New, rich, full-featured business process workflow capabilities Multi-level segregation of duties management and reporting Easy-to-use and secure

More information

IBM Tivoli Composite Application Manager for WebSphere

IBM Tivoli Composite Application Manager for WebSphere Meet the challenges of managing composite applications IBM Tivoli Composite Application Manager for WebSphere Highlights Simplify management throughout the life cycle of complex IBM WebSphere-based J2EE

More information

How To Standardize Itil V3.3.5

How 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 information

Management Packs for Database

Management Packs for Database Management Packs for Database Diagnostics Pack for Database Oracle Diagnostics Pack for Database offers a complete, cost-effective, and easy to use solution for managing the performance of Oracle Database

More information

ITIL Event Management in the Cloud

ITIL Event Management in the Cloud ITIL Event Management in the Cloud An AWS Cloud Adoption Framework Addendum July 2015 2015, Amazon Web Services, Inc. or its affiliates. All rights reserved. Notices This document is provided for informational

More information

IBM Tivoli Netcool/Impact

IBM Tivoli Netcool/Impact IBM Netcool/Impact Streamline event and alert management, and incident and problem management processes Highlights Leverage context-driven correlation to reduce symptomatic events and incident tickets,

More information

Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid clouds.

Enterprise 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 information

Comparison Document. SupportCenter Plus Comparison Documents 1

Comparison Document. SupportCenter Plus Comparison Documents 1 Comparison Document Your Customer Support Software evaluation is not complete until you check out the comparison between different features of. Here is a list prepared based on customer queries. Comparison

More information

Comparison Paper Argent vs. Nimsoft

Comparison Paper Argent vs. Nimsoft Comparison Paper Argent vs. Nimsoft Contents Overview 2 Critical Differences 3 Investment Differences 5 n-tier Architecture 7 Critical Support Differences 8 Installation And Implementation Differences

More information

Alloy Navigator Enterprise 7. Feature Highlights. ITIL based IT Asset Management and IT Service Management Solution BENEFITS PRODUCT DATASHEET

Alloy Navigator Enterprise 7. Feature Highlights. ITIL based IT Asset Management and IT Service Management Solution BENEFITS PRODUCT DATASHEET PRODUCT DATASHEET Alloy Navigator Enterprise 7 ITIL based IT Asset Management and IT Service Management Solution BENEFITS Improve performance and efficiency of your Service Desk operations Gain complete

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE 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 information

10 simple rules for buying a helpdesk system

10 simple rules for buying a helpdesk system TechExcel White Paper Follow these ten rules to get your helpdesk started on the right path. Whether you are buying for the first time or just replacing your current system, this whitepaper aims to provide

More information

HEAT Service Management Platform. White Paper

HEAT 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 information

Application Lifecycle Management

Application Lifecycle Management Application Lifecycle Management Best Practice Process Document ALM Process: ITSM - Incident Management Application Lifecycle Management Process ITSM Incident Management Problem Description: How to create,

More information

SapphireIMS Service Desk Feature Specification

SapphireIMS Service Desk Feature Specification SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams

More information

Quest InTrust. Version 8.0. What's New. Active Directory Exchange Windows

Quest InTrust. Version 8.0. What's New. Active Directory Exchange Windows Quest InTrust Version 8.0 What's New Active Directory Exchange Windows Abstract This document describes the new features and capabilities of Quest InTrust 8.0. Copyright 2004 Quest Software, Inc. and Quest

More information

IT Service Desk Workflow Management in versasrs HelpDesk

IT Service Desk Workflow Management in versasrs HelpDesk Service Level Management The Keystone of versasrs HelpDesk This document outlines IT Service Desk Workflow within versasrs HelpDesk. versasrs HelpDesk is a packaged application enabling organisations to

More information

Comparison Paper Argent vs. IBM Tivoli/Netcool

Comparison Paper Argent vs. IBM Tivoli/Netcool Comparison Paper Argent vs. IBM Tivoli/Netcool Contents Overview 2 Critical Differences 4 Investment Differences 6 Critical Architectural Differences 7 n-tier Architecture 8 Critical Support Differences

More information

Vistara Lifecycle Management

Vistara 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 information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address 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 information

Support and Service Management Service Description

Support and Service Management Service Description Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications

More information

Server & Application Monitor

Server & Application Monitor Server & Application Monitor agentless application & server monitoring SolarWinds Server & Application Monitor provides predictive insight to pinpoint app performance issues. This product contains a rich

More information

JBoss Enterprise MIDDLEWARE

JBoss Enterprise MIDDLEWARE JBoss Enterprise MIDDLEWARE WHAT IS IT? JBoss Enterprise Middleware integrates and hardens the latest enterprise-ready features from JBoss community projects into supported, stable, enterprise-class middleware

More information

IBM Tivoli Asset Management for IT

IBM Tivoli Asset Management for IT Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs of IT assets with a single product installation that tracks and manages hardware, software and related

More information

HP and netforensics Security Information Management solutions. Business blueprint

HP and netforensics Security Information Management solutions. Business blueprint HP and netforensics Security Information Management solutions Business blueprint Executive Summary Every day there are new destructive cyber-threats and vulnerabilities that may limit your organization

More information

Welcome to Modulo Risk Manager Next Generation. Solutions for GRC

Welcome to Modulo Risk Manager Next Generation. Solutions for GRC Welcome to Modulo Risk Manager Next Generation Solutions for GRC THE COMPLETE SOLUTION FOR GRC MANAGEMENT GRC MANAGEMENT AUTOMATION EASILY IDENTIFY AND ADDRESS RISK AND COMPLIANCE GAPS INTEGRATED GRC SOLUTIONS

More information

Reliable DNS and DHCP for Microsoft Active Directory

Reliable DNS and DHCP for Microsoft Active Directory WHITEPAPER Reliable DNS and DHCP for Microsoft Active Directory Protecting and Extending Active Directory Infrastructure with Infoblox Appliances Microsoft Active Directory (AD) is the distributed directory

More information

Kaseya Traverse. Kaseya Product Brief. Predictive SLA Management and Monitoring. Kaseya Traverse. Service Containers and Views

Kaseya Traverse. Kaseya Product Brief. Predictive SLA Management and Monitoring. Kaseya Traverse. Service Containers and Views Kaseya Product Brief Kaseya Traverse Predictive SLA Management and Monitoring Kaseya Traverse Traverse is a breakthrough cloud and service-level monitoring solution that provides real time visibility into

More information

Request for Information (RFI) For providing An Information Technology Services Management Solution. RFI No. R25CD14213

Request for Information (RFI) For providing An Information Technology Services Management Solution. RFI No. R25CD14213 Request for Information (RFI) For providing An Information Technology Services Solution RFI No. R25CD14213 RFI No. R25CD14213 Overview The Information Technology Department (ITS) at the Toronto Transit

More information

Unicenter Remote Control r11

Unicenter Remote Control r11 Data Sheet Unicenter Remote Control r11 Unicenter Remote Control TM is a highly reliable and secure application for controlling and supporting remote Windows and Linux systems. It delivers all of the features

More information