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

Transcription

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

2 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 software - Marval s IT developed next to meet generation software current of integrated developed future IT to meet current business software needs future developed to business meet current needs future business needs is an advanced, feature rich, process based, integrated IT software solution, designed to improve quality is of an, advanced, productivity, feature customer rich, process experience based, integrated reduce costs. IT software solution, designed to improve quality of, Marval productivity, is Software an advanced, Limited's customer feature 100% experience web-based rich, process solution, based, reduce developed integrated costs. using.net IT technology platform, incorporates software solution, functionality designed rich to features improve of quality Marval previous of Software, versions Limited's productivity, of 100%. web-based customer This allows solution, experience Marval to developed deliver a reduce using zero footprint, costs. thin.net technology client solution platform, to any incorporates browser enabled functionality desktop; reducing rich features total of cost of previous ownership Marval versions Software. addressing Limited's This allows 100% growing Marval web-based need to deliver solution, for support a zero developed footprint, staff to using be thin support client solution enabled,.net technology to wherever any browser platform, y enabled are incorporates in desktop; organisation. reducing functionality total rich cost features of of ownership previous addressing versions of. growing This allows need for Marval support to deliver staff to a zero be support footprint, thin enabled, client wherever solution y to any are browser in organisation. enabled desktop; reducing total cost of ownership addressing growing need for support staff to be support enabled, wherever y are in organisation. THE NEXT GENERATION OF INTEGRATED SERVICE MANAGEMENT SOFTWARE THE NEXT GENERATION OF INTEGRATED SERVICE MANAGEMENT SOFTWARE THE NEXT GENERATION OF INTEGRATED SERVICE MANAGEMENT SOFTWARE

3 The professional s choice for delivering great 100% web-based software solution provides: A reliable scalable ITSM technology to support IT business s future growth Fast realisation of ROI with NO hidden costs ITIL v3, ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT ETOMS support IT Governance within business visibility accountability Delivery of cost effective s to business its customers Compliance with external requirements through stardisation, audit reporting Improved customer communication, confidence satisfaction Increased IT infrastructure reliability Exceptional value for money A business customer focused, automated, process-driven solution that can be used for an organisation s own internal external support by providers of outsourced managed s Integrated features at a glance Integrated process management support (including Incident Request Fulfilment, Problem, Change Task, Asset Configuration Level ) User-definable access controls views Fully automated integration communication Fast, flexible, easy to configure, use deploy Ensures total control of all your business IT s by providing extensive, accurate up-to--minute management information Powerful reporting problem analysis Minimal administration required Easy upgrades to new versions ITIL v3 ISO/IEC enabled Benefits Helping you deliver a world class to your customers Faster More Reliably More Efficiently More Cost Effectively With The Evidence To Prove It Internal cost reduction resource optimisation Single source access point to business knowledge Increased IT infrastructure reliability Demonstrates what a great value for money your support team delivers Investment protection risk reduction Encourages positive workplace behaviour investment Provides instant, improved customer experience, communication, confidence satisfaction Secure scalable solution that will grow keep up-to-date with ever changing needs of your business Suitable for technical non-technical users Low maintenance 1

4 brochure Update Global Partners.qxd 30/9/09 16:44 Page 4 is available in 3 editions is available in 3 editions THE NEXT GENERATION OF INTEGRATED SERVICE MANAGEMENT SOFTWARE THE NEXT GENERATION OF INTEGRATED SERVICE MANAGEMENT SOFTWARE Extreme Extreme an advanced integrated ITSM solution an advanced integrated ITSM solution integrated software is designed to meet your IT maturity integrated budget. software is designed to meet your IT maturity budget. Your investment is protected with Marval s transparent seamless upgrade path. Your investment is protected with Marval s transparent seamless upgrade path. 2 Expert Expert a fully integrated ITSM solution a fully integrated ITSM solution Essential Essential an entry level desk / helpdesk solution an entry level desk / helpdesk solution

5 - Integrated ITSM Software - Your route to excellence - Integrated ITSM Software - Your route to excellence Incident & Request Incident Fulfilment & Request Fulfilment Disruptions to (Incidents) Disruptions stard to requests (Incidents) for are easily stard quickly requests logged for into are by telephone, easily quickly or logged web into ensure by that telephone, can be or delivered web to ensure when that customer can needs be it. delivered when customer needs it. Powerful proactive features ensure a Powerful customer proactive request features is quickly ensure resolved a at first customer point request of contact. is quickly resolved at first point of contact. Use for: Use for: Event Simple easy incident Event Simple request easy logging incident Automatically record major incidents, Desk request logging Automatically infrastructure record events major incidents, affected s Automatic screen fill of user information Desk infrastructure before y events impact affected business. s When used Desk provides an extensive Automatic selection of best support Automatic screen fill of user information Manual or automatic assignment to best before in y conjunction impact with business. Event When Monitor, used range of Desk advanced, provides time-saving an extensive features to Automatic specialist selection or team of best support Manual specialist or automatic or team assignment to best in conjunction enables with you to Event easily Monitor, interface with range ensure of advanced, that you time-saving deliver a world features class to, specialist or team User-configurable actions, classifications, specialist or team network/systems enables you to easily management interface with Manual or automatic prioritisation ensure resolving that you deliver managing a world customer class, requests User-configurable workflows actions, fields classifications, network/systems monitoring software, management including your own Manual business or automatic impact prioritisation setting resolving faster than managing ever before. customer Wher requests you operate workflows fields monitoring scripts software, procedures. including your own business impact setting faster a than small, ever medium before. or Wher enterprise-wide you operate Automatic prioritisation, business impact Automatic customer /fax scripts procedures. a small, desk, medium or enterprise-wide Desk right choice Automatic SLA prioritisation, setting On an event being reported via SNMP business impact Automatic confirmation customer /fax desk, for you. Desk is right choice SLA setting On an (e.g. event a server being reported crashing) via an SNMP event record can Automatic /sms notifications to confirmation Quick closure for routine incidents for you. (e.g. a automatically server crashing) be raised. an event Different record SNMP can Use for: Automatic customers /sms notifications staff throughout to Quick (e.g. closure password for routine resets) incidents automatically events can be be raised. templated Different to register SNMP requests Use for: customers a request s lifecycle staff throughout Simple easy call management with (e.g. password resets) Required entry of closure codes events with can certain be templated pre-defined to register information requests e.g. a request s lifecycle Simple automatic easy screen call management filling features with Powerful, easy to use stard Required entry resolution of closure codes with certain classification, pre-defined assignment, information priority, e.g. etc. automatic screen filling features Powerful, user-definable easy to use reporting stard resolution classification, assignment, priority, etc. Instant access to knowledge known Once logged in, a customer user-definable reporting Instant error/solutions access to knowledge database known Creating related major incidents in Once request logged will in, never a be customer lost, forgotten error/solutions database Creating seconds related major incidents in Instant access to customer equipment, request or ignored. will never Customers be lost, forgotten support seconds or ignored. staff are Customers kept informed support managers Instant s access to customer contract details equipment, Real-time colour coded management staff receive are kept no informed surprises. managers s contract details Real-time dashboards colour coded management Automatic filtering on best choice receive no surprises. dashboards Automatic classification filtering on codes best choice Quick calls can be recorded against classification codes Quick a calls major can incident be recorded within 6 against seconds. Quickly checking for similar or matching a major incident within 6 seconds. Quickly requests checking for similar or matching requests 3

6 - Integrated ITSM Software - Your route to excellence 4 Problem Problem management is one of key support processes, focusing primarily on proactively analysing requests to detect a recurring pattern diagnosing underlying root cause. gives you ability to quickly identify, monitor, report upon resolve problems - dramatically reducing outages downtime. Use to: Identify high business impact areas Search knowledge base for common problems resolutions Identify what equipment, locations s are causing most problems Search for similar problems Analyse Top 10 areas taking up staff resource Identify problem trends improvements Define known errors Report on volume statistics Relate incidents changes Known Error Database Identifying known errors, FAQs, solutions or workarounds can be difficult time consuming. This generally works well if a request is correctly identified categorised. However in reality, users will simply report same symptom in different ways. Innovative functionality enables you to not only quickly find known errors, but also match against known as definitions, e.g. , MAIL, OUTLOOK, MS OUTLOOK, EXCHANGE or NOTES. Note: For advanced knowledge management, Marval provides optional Knowledge components. For more information, please refer to Utilities Components section of this brochure. Change & Task s easy to use auditable change task management features help you ensure changes to your IT technology infrastructure are professionally managed, documented, tested, planned scheduled with minimal risk, impact customer inconvenience. Use to: Save time using stard change templates for routine activities (e.g. new starters, change details, back-out plans, cost centres, project codes, workload estimates change approvals) Provide automatic /sms notifications updates to ensure changes are approved completed on schedule Provide automatic /sms notifications updates to affected business users Automatically move changes onto next stage person, once all approvals are complete Apply multi-stage approvals to complex, high risk changes Apply change freeze periods against critical business systems s Approve changes via web or Obtain instant access to change forward schedules team workloads Provide extensive reporting performance analysis Workflow user-defined graphical workflow task dependencies provide a structured approach to request management. Userdefinable workflows support all types of requests ensure that appropriate management controls are adhered to. You can define order by which each stage should be completed approved for each individual type of request. Integration s powerful, fully integrated integration notification functions allow customer requests to be automatically recorded communicated to assigned support person or team; instantly improving customer perception by 100%. Customers never complain about being kept informed.

7 Release & Release Deployment Deployment Maintaining configuration items, Maintaining configuration items, relationships ir dependencies relationships ir dependencies Health safety checks disaster Release Deployment features Health safety checks disaster Release Deployment features recovery manifest ensure changes (e.g. to IT s, software, recovery manifest ensure changes (e.g. to IT s, software, hardware, members of staff) are organised, Inventory control auditing hardware, members of staff) are organised, Inventory control auditing scheduled released into production with scheduled released into production with Software licence management minimum risk customer inconvenience. Software licence management minimum risk customer inconvenience. maintenance warranty tracking maintenance warranty tracking Use for: Use for: Reminders for warranty/contract Reminders for warranty/contract Easy to build release schedules expiry renewal Easy to build release schedules expiry renewal packages packages ISO/IEC 20000, ISO/IEC 27001, ISO/IEC 20000, ISO/IEC 27001, Fast access to change forward schedules SOX, COBIT, ETOMS, audit support Fast access to change forward schedules SOX, COBIT, ETOMS, audit support workloads Corporate Governance workloads Corporate Governance Automatic CMDB update on a successful Note: Don t worry if you have already Automatic CMDB update on a successful Note: Don t worry if you have already release invested in an asset discovery tool. Marval s release invested in an asset discovery tool. Marval s Asset Discovery Integrator Extensive reporting on a release success or Asset Discovery Integrator Extensive reporting on a release success or seamlessly integrates with a number of failure seamlessly integrates with a number of failure industry leading hardware software industry leading hardware software inventory discovery tracking tools. For Asset inventory discovery tracking tools. For more information, please refer to Utilities Asset more information, please refer to Utilities Configuration Components section of this brochure. Components section of this brochure. Configuration (CMDB) (CMDB) provides you with comprehensive provides you with comprehensive facilities for managing your organisation s facilities for managing your organisation s assets, inventory, configurations related assets, inventory, configurations related details. It is easy to use, auditable, details. It is easy to use, auditable, configurable can be utilised by many configurable can be utilised by many different parts of your organisation different parts of your organisation is indispensable in support of is indispensable in support of corporate governance. corporate governance. Use for: Use for: Stard asset, inventory computer Stard asset, inventory computer equipment tracking equipment tracking Configuration management Configuration management building/plant management building/plant management Catalogue Catalogue enables a provider enables a provider to build catalogue to build catalogue entries. The catalogue entries. The catalogue is readily accessible to is readily accessible to support agent, enabling m to support agent, enabling m to better ir customer. better ir customer. The catalogue allows definition of many The catalogue allows definition of many related attributes including: related attributes including: entitlement definition entitlement definition Level Agreement content Level Agreement content Intelligent call routing based on Intelligent call routing based on selected selected Advisory checklists Advisory checklists Recommended specialists with relevant Recommended specialists with relevant skills needed to support this skills needed to support this Level Level offers most powerful offers most powerful Level Agreement (SLA) Level Agreement (SLA) Operational Level Agreement Operational Level Agreement (OLA) in industry. (OLA) in industry. Level is crucial for Level is crucial for introducing implementing reasonable introducing implementing reasonable expectations between you customers expectations between you customers you support. It establishes a two way you support. It establishes a two way accountability for, which is accountability for, which is negotiated mutually agreed upon; negotiated mutually agreed upon; helping you to meet customer expectations. helping you to meet customer expectations. Good Level is essential Good Level is essential for building your organisation s for building your organisation s credibility. It is a measure of how serious you credibility. It is a measure of how serious you are about providing support. Level are about providing support. Level is basis for evaluation is basis for evaluation improving levels on an ongoing basis. improving levels on an ongoing basis. Use to: Use to: Measure adherence to agreed customer Measure adherence to agreed customer levels levels Monitor report on performance of Monitor report on performance of 3rd party suppliers 3rd party suppliers Report on reasons for breaches Report on reasons for breaches Re-negotiate maintenance contracts Re-negotiate maintenance contracts Match target achievement against Match target achievement against customer satisfaction levels customer satisfaction levels Be notified of SLAs about to breach Be notified of SLAs about to breach Baseline existing s Baseline existing s 5 5

8 - Integrated ITSM Software - Your route to excellence 6 Measurement & Reporting Reporting quality management information are two of s most powerful, stard features with easy to use, real-time reporting unique interactive graphs from any display screen. Outputs are available in textual, statistical graphical formats. A wide range of stard reports is included. Use to: Demonstrate value for money Provide feedback to customers Report on conformance to agreed levels Capacity helps to ensure you have enough people, equipment, computer power, storage capacity bwidth to meet business needs; from initial recording, analysis reporting of capacity related issues events (e.g. available disk space, poor network performance) through to raising a formal change request to resolve capacity issue. IT & Business Continuity Any incident, no matter how small, can have a major impact on your business, its credibility, financial viability customer confidence. provides a wide range of features to support your business continuity plan, helping you to ensure business survives. Use for: Maintaining contact details e.g. key personnel, partners suppliers Attaching business continuity IT plans Business impact prioritisation Disaster recovery manifest reporting Critical business s recovery times Configuration of stard builds An up-to-date asset register with critical items highlighted Availability & Outage Tracking provides for setting of agreed availability targets outage events during a specific period. Percentage unavailability, by date period, can n be analysed reported upon by, configuration item (e.g. server) period. Use to: Measure actual vs. planned availability provide means to monitor this at both a summary detailed level Track report achievement against a Level Agreement (SLA) target Report on cost of outage (based on user-defined, cost per minute value) Report by user-definable, generic cause of outage (e.g. maintenance, ) Report on outage events by period Financial provides extensive features for tracking, managing, reporting identifying costs within your support operation helping ensure you gain value for money from your IT investment. Use to identify: Value for money Equipment costs current valuations Investments in a specific vendor or Overall maintenance charges Cost of hling customer requests Cost of unavailability Value of deliverables by contractors Chargeback costs to departments Charges for routine tasks Expected maintenance costs over next 3 years Total cost of Bring/Customisation s product interface provides extensive levels of bring customisation. At a high level, each installation can be bred to your corporate colours, typeface logos. At an operational interface level, individual users can have ir own preferences saved on a per screen basis. Similarly, intelligent filtering allows data displayed in many screens to be defined based on privilege, class/role of user.

9 Utilities Utilities & & Components Components Mail Mail Mail Import Import Import Mail Import Contract Web Self- Discovery, running in parallel with your Contract Discovery, Discovery, running running parallel in parallel with with your your CMDB, Web Self- Contract CMDB, provides Discovery, provides a a constantly running constantly in updated parallel updated with view Web Selfview your Functionality that frees up Desk Entitlement CMDB, provides a constantly updated view Web Self- Functionality Functionality that that frees frees up up Desk Desk Entitlement of CMDB, actual configurations, provides a constantly any changes updated or view (Basic) of actual configurations, any changes or (Basic) (Basic) staff staff Functionality from low from low impact that impact frees calls calls up as as your of actual configurations, any changes or staff from low impact calls your as your Desk s Entitlement powerful contract exceptions s powerful contract exceptions of actual configurations, enables enables any changes staff to staff to view or view Provide your customers (Basic) internal/external Provide your customers internal/external staff from low customers impact customers calls are are as provided your provided s powerful contract exceptions enables staff to view Provide your customers internal/external customers are provided entitlement entitlement s powerful functionality functionality contract is both is both exceptions CMDB CMDB enables discovered discovered staff DB. DB. to view (internal/external) (internal/external) Provide your customers with a basic, web browser with with a basic, web browser with internal/external flexibility of flexibility of customers registering registering are ir ir provided entitlement functionality is both CMDB discovered DB. (internal/external) with a basic, web browser with flexibility of registering ir essential essential entitlement for for any functionality any is both CMDB discovered DB. based based (internal/external) (24/7) self- (24/7) self- with a tool tool basic, that that web enables enables browser requests requests with via via flexibility , , rar of rar registering than phoning essential for any based (24/7) self- tool that enables requests via , rar than than phoning ir phoning provider provider essential who who for delivers delivers any contracted s provider who delivers contracted contracted s s Knowledge Knowledge m m based to to register (24/7) register self- monitor monitor tool that progress progress enables m m requests in. They in. They via can , can automatically automatically rar than receive phoning receive m to register monitor progress m in. They can automatically receive provider needs needs to who to check check delivers s contracted s s caller (for needs to check s caller caller (for (for Support Support Support Knowledge Teams) of Teams) of m ir ir own to own register requests. requests. monitor progress a a receipted m receipted in. They confirmation confirmation can automatically unique unique receive call Teams) of ir own requests. a receipted confirmation unique call call is is entitled entitled needs to. to. check s caller (for Support Teams) of ir own requests. reference reference a receipted number. is entitled to. provides a sophisticated powerful reference number. number. confirmation unique call provides provides a sophisticated a sophisticated powerful powerful is entitled to. Web Web Web Self- Self- reference number. Asset Asset Asset Discovery knowledge knowledge provides management management a sophisticated search search engine powerful engine Integrates with industry stard SMTP Discovery knowledge management search engine (Intermediate) Web Self- Integrates Integrates with with industry industry stard stard SMTP SMTP component Asset Discovery component knowledge that that management enables you enables you to to search ask questions (Intermediate) ask questions engine systems systems Integrates with POP3 POP3 industry for inbound for inbound stard . Integrator component that enables you to ask questions systems POP3 for inbound SMTP Integrator in in component your own words your own words that enables be be you presented presented to ask with questions with Your (Intermediate) customers have flexibility to register in your own words be presented with Your Your customers customers have have flexibility flexibility to register to register systems POP3 for inbound . Functionality Integrator that provides seamless possible Functionality that provides seamless possible in your resolutions. resolutions. own words be presented with Your monitor monitor customers progress progress have of of flexibility ir own ir own to register Event Event Event Monitor Functionality that provides seamless possible resolutions. monitor progress of ir own Monitor Monitor connectivity Event Monitor connectivity Functionality between between that provides seamless possible resolutions. monitor requests, requests, add progress add attachments attachments of ir own connectivity between Search both Known Error database requests, add attachments This SNMP based monitoring utility enables Asset Search both Known Error database This SNMP based monitoring utility enables Asset connectivity Configuration Configuration between Search both Known Error database access access basic basic requests, knowledge knowledge add attachments search (including This SNMP based monitoring utility enables Asset Configuration external search (including external Search data data both sources, sources, Known including including Error user access basic knowledge search (including you user database you This to to automatically SNMP automatically based record monitoring record major major utility incidents, incidents, enables component component Asset Configuration any ODBC any ODBC compliant 3rd external data sources, including user compliant 3rd access Known Known basic Errors Errors knowledge FAQs) FAQs) search with with (including this web you automatically record major incidents, component any ODBC compliant 3rd configured this web configured external data websites, websites, sources, document document including repositories Known Errors FAQs) with this web infrastructure repositories user infrastructure you to automatically events events record affected affected major s s incidents, party party component discovery discovery tool. configured websites, document repositories tool. any ODBC compliant 3rd browser browser Known based based Errors (24/7) (24/7) self- self- FAQs) with tool. infrastructure events affected s party discovery tool. tool. this web configured 3rd party 3rd party websites, knowledge knowledge document packs for packs for repositories vendor browser based (24/7) self- tool. before vendor before infrastructure y impact y impact events business. business. affected s 3rd party knowledge packs for vendor before y impact business. This party removes discovery tool. need for manual data specific browser based (24/7) self- tool. before y impact business. This removes need for manual data 3rd knowledge. This removes need for manual data specific knowledge. party knowledge. knowledge packs for vendor Web Web Web Self- Link into your own system management transfer Link Link into into your your own own system system management management transfer This removes between between products products need for manual provides provides data an Self- transfer between products provides an an specific Provide knowledge. real-time matching of possible (Advanced) Web Self- tools Provide real-time matching of possible tools Link toolsinto your own system management accurate, accurate, transfer real-time between real-time view products view of asset of asset information provides information Provide real-time matching of possible (Advanced) accurate, real-time view of asset information an solutions tools for solutions Provide real-time matching of possible (Advanced) for accurate, comparison for comparison comparison real-time with with with information view information information of asset held held information within solutions This advanced web self- Automatically prioritise assign to held within within This This advanced advanced web web self- self- Automatically Automatically prioritise prioritise assign assign to to your solutions your for comparison CMDB. CMDB. with information held within Easily identify which knowledge sources component Easily identify which knowledge sources component This advanced offers offers web your right your self- right Automatically specialist right specialist specialist or prioritise team team team assign to your CMDB. Easily identify which knowledge sources component offers your your CMDB. are right specialist or team are Easily frequently frequently identify used used which knowledge sources customers customers component access access offers into into your are frequently used customers access into Transparently link into CMDB Transparently Transparently link link into into CMDB CMDB Discovery Discovery are frequently used Knowledge Knowledge customers - - Marval s access Marval s into powerful Helps target maintenance effort to Knowledge - Marval s powerful powerful Transparently link into CMDB Discovery Helps Helps target target maintenance maintenance effort effort to to Leveraging your investment in systems Discovery an automated IT inventory Leveraging your investment systems Discovery an automated IT inventory Knowledge sophisticated sophisticated - Marval s knowledge knowledge powerful search engine. Leveraging your investment in systems Discovery is an automated IT inventory where search engine. where Helps it s where it s target needed it s needed needed maintenance effort to sophisticated knowledge search engine. monitoring monitoring Leveraging your automation automation investment tools. management tools. in systems management Discovery systems is systems an automated administration administration IT inventory sophisticated knowledge search engine. monitoring automation tools. management systems administration Note: Knowledge (for Support Teams) where it s needed Note: Note: Knowledge Knowledge (for (for Support Support Teams) Teams) tool, monitoring automation tools. tool, management developed tool, developed developed for for for auditing systems auditing desktop auditing desktop administration Shows topic areas where more desktop Shows Shows topic topic areas areas where where more more Web Self- (Intermediate) are required before this Web Note: Web Self- Self- Knowledge (Intermediate) (Intermediate) (for Support are required are required Teams) before before this this LDAP server tool, computers. developed for It enables auditing you desktop to populate LDAP LDAP Integrator Integrator server computers. It enables you populate knowledge knowledge Shows topic may may areas deliver deliver where benefit benefit more server computers. It enables you populate knowledge may deliver benefit option can be enabled. option Web option can Self- can be enabled. be enabled. (Intermediate) are required before this LDAP Integrator server CMDB CMDB computers. with audited with audited It asset enables asset information, information, you to populate knowledge may deliver benefit Functionality enabling access to a company s CMDB with audited asset information, Identify unanswered questions option can be enabled. Functionality Functionality enabling enabling access access to a to company s a company s Identify Identify unanswered unanswered questions questions accurately centralised accurately CMDB with quickly quickly audited assess assess asset information, status of status of centralised Functionality LDAP centralised LDAP LDAP enabling directory directory directory access of common of common of to common a company s accurately quickly assess status of Identify unanswered questions audited audited accurately hardware hardware quickly software, software, assess monitor monitor Shows potential gaps in knowledge status of Shows information potential gaps in knowledge information centralised for information for LDAP for purpose directory purpose of purpose of of populating populating of common audited hardware software, monitor Shows potential gaps in knowledge populating hardware hardware audited configurations hardware configurations software, software software monitor usage, Shows potential gaps in knowledge usage, information continuously continuously continuously for synchronising/updating synchronising/updating synchronising/updating purpose of populating hardware configurations software usage, Helps measure quality of User Helps Helps measure measure quality quality of User of User manage such manage hardware software software configurations licensing, licensing, identify identify software usage, such data data continuously into s into s synchronising/updating databases. manage software licensing, identify Experience such data into s databases. databases. Experience Helps Experience measure quality of User computers such data into s databases. computers manage computers software without without without virus licensing, virus software virus software software identify or or or Improving Experience your first time fix rates security Improving your first time fix rates security computers patches security patches patches without quantify virus quantify quantify software suspected suspected suspected or Improving your first time fix rates couldn t hardware couldn t Improving be be easier. your easier. first time fix rates hardware security hardware losses. patches losses. losses. quantify suspected couldn t be easier. couldn t be easier. hardware losses Note: Certain utilities/components are included as stard, ors may be available as options depending on edition selected. Please check Edition Guide for details. Note: Note: Certain Certain utilities/components utilities/components are are included included as stard, as stard, ors ors may may be be available available as options as options depending depending on on edition edition selected. selected. Please Please check check Edition Edition Guide Guide for for details. details. Note: Certain utilities/components are included as stard, ors may be available as options depending on edition selected. Please check Edition Guide for details.

10 8 8 8 Web s Connector Web Web (Basic) s Connector (Basic) Web s Connector (Basic) provides a web interface into, enabling Web HTTP Web s s integration Connector with (Basic) third-party (Basic) provides systems provides a web a applications; web interface allowing interface into contacts, into,, enabling configuration enabling HTTP HTTP items integration organisational with with third-party units systems to be systems easily added applications; updated. allowing allowing contacts, contacts, configuration items items organisational units units to be to easily be easily added added updated. updated. Web s Connector Web Web (Advanced) s Connector (Advanced) Free up desk staff from low impact calls with this advanced web Free interface. Free up up In addition desk desk to staff allowing staff from from low contacts, low impact impact calls configuration calls with with this items this advanced organisational web web units interface. to be interface. easily In added addition In addition to updated, allowing to allowing contacts, contacts, Web s configuration Connector items items (Advanced) organisational also provides units units to your be to customers easily be easily added added (internal/external) updated, updated, with Web s flexibility s automatically Connector (Advanced) raise requests also also provides provides your in your from customers third party (internal/external) systems. with with flexibility flexibility to automatically raise raise requests requests in in from from third third party party systems. systems. Technology Overview Technology Overview High resilience architecture with full cluster support High High resilience architecture with with full full cluster Comprehensive cluster support support web s for application/data interoperability Comprehensive web web s s for for LDAP application/data connector (AD, interoperability edirectory) LDAP Supporting LDAP connector both application (AD, (AD, edirectory) auntication single Windows logon Supporting both both application auntication Asset single Discovery single Windows Windows Integrator logon logon (ADI) for 100% web based zero footprint client connectivity to a broad range of asset Asset Asset Discovery Integrator (ADI) (ADI) for for with no required downloads (compatible discovery tools 100% 100% web web based based zero zero footprint footprint client client connectivity to a to broad a broad range range of asset of asset with Internet Explorer Firefox) with with no required no required downloads (compatible Multi-language discovery tools tools support (including double with Built with Internet on ASP.NET Internet Explorer Explorer Firefox) Firefox) byte characters sets) Multi-language support support (including (including double double Built Highly Built on scalable ASP.NET on ASP.NET architecture byte Full byte time characters zone support sets) sets) (all times escalations are managed in local time) Highly Intelligent Highly scalable application scalable architecture server load balancing Full Full time time zone zone support support (all times (all times Full escalations reporting are suite are managed of managed ITSM in local in local time) time) High-speed Intelligent performance application server server load load balancing stard reports Full Full reporting reporting suite suite of ITSM of ITSM High-speed performance stard Knowledge stard reports reports options using self-learning technology Knowledge options options using using Customisable self-learning self- technology portal Intelligent Customisable SNMP connector self- portal for portal integration with 3rd party systems event monitors Intelligent SNMP SNMP connector for for integration with Inbound with 3rd 3rd party outbound party systems systems event event connectors monitors monitors (Integrates with industry stard SMTP Inbound Inbound outbound outbound connectors systems POP3 for inbound ) (Integrates with with industry industry stard stard SMTP SMTP systems systems POP3 POP3 for inbound for inbound ) )

11 Why Why Why choose choose choose Software? Software? - ITIL v3 - ITIL v3 ISO/IEC ISO/IEC enabled enabled software software - ensures - ensures a a reliable - ITIL v3 IT ISO/IEC infrastructure, enabled increased software - productivity ensures a reliable IT infrastructure, increased productivity reliable adaptability IT in infrastructure, provision. increased It has been productivity implemented adaptability in provision. It has been implemented by by adaptability organisations organisations in across across provision. many many diverse diverse It has been sectors sectors implemented worldwide worldwide by is used is used organisations for internal for internal across external many external diverse support support sectors by providers by worldwide providers of outsourced of is outsourced used for internal managed managed s. s. external support by providers of outsourced managed s. Why Why Why choose choose choose Marval? Marval? Marval? Marval Marval Software Software Limited Limited is a One-Stop-Shop, is a One-Stop-Shop, providing providing integrated integrated ITIL v3 ITIL v3 ISO/IEC ISO/IEC Marval Software enabled Limited IT is a One-Stop-Shop, providing integrated Desk Software, ITIL v3 Consultancy ISO/IEC enabled IT Desk Software, Consultancy Accredited enabled IT ITIL ISO/IEC Education Desk Training Software, designed Consultancy to improve Accredited ITIL ISO/IEC Education Training designed to improve Accredited ITIL quality, ISO/IEC productivity, customer Education satisfaction Training designed reduce costs. to improve quality, productivity, customer satisfaction reduce costs. quality, productivity, customer satisfaction reduce costs. Marval Marval Software Software Limited Limited is a major is a practitioner, major practitioner, innovator, innovator, thought thought leader leader Marval contributor contributor Software Limited to Best to Practice Best is Practice a major stards practitioner, stards innovator, in ITSM in ITSM is thought co-author is co-author leader of ITIL of ITIL contributor ISO/IEC ISO/IEC to Best Practice It has been It has stards helping been helping in ITSM customers customers is deliver deliver co-author of ITIL excellence excellence since since ISO/IEC understs understs It has been what it what helping takes it to takes customers become to become deliver a world-class a world-class excellence team. team. since 1989 understs what it takes to become a world-class team. It provides It provides you with you everything with everything you need you need It is fully It is scalable fully scalable will grow will grow keep keep It provides for a you total with integrated everything you need It is fully up-to-date scalable with will ever grow changing keep for a total integrated up-to-date with ever changing needs needs for a total integrated solution that can be used up-to-date of your with business ever changing needs solution that can be used of your business by your solution whole organisation that can be used of your business by your whole organisation by your whole organisation It provides It provides you with you instant with instant access access It is fast, flexible, easy to use deploy It provides to knowledge you with instant access It is fast, flexible, easy to use deploy to knowledge It is fast, puts flexible, you puts in you easy total in control total to use control of all your of deploy all your to knowledge puts It keeps your customers IT IT related you related in total business business control of activities activities all your It keeps your customers by by It keeps informed your customers IT satisfied providing providing related business informed satisfied you with you extensive, with activities extensive, by accurate accurate informed satisfied providing up-to--minute up-to--minute you with extensive, management management accurate information information It demonstrates It demonstrates what a what great a great up-to--minute for making for making management informed informed decisions decisions information It demonstrates value for value money for money what a great your your for making informed decisions value IT IT for money support support your staff delivers staff delivers It makes It makes your staff your more staff productive more productive IT support staff delivers It makes your processes your your processes staff more easier easier productive to manage, to manage, your processes ultimately ultimately saving saving easier you time you to manage, time money money ultimately saving you time money Practising Practising what what what we we we preach preach preach 9 9 Marval Marval Software Software Limited Limited is an is an Marval ISO/IEC Software ISO/IEC Limited registered registered an company company ISO/IEC registered company 9 Contact Contact Contact us us now us now now to to discuss discuss to discuss how how how you you you can can can improve improve improve your your your E: E: info@marval-group.com info@marval-group.com E: W: W: W: marval-group.com marval-group.com Marval Marval are Registered are Trade Registered Marks Trade of Marval Marks Software Marval Limited Software Limited Marval also Marval recognises also recognises trade mark Marval rights trade mark of rights 3rd are party of Registered trade 3rd mark party Trade owners trade Marks mark mentioned of owners Marval in mentioned Software this document Limited in this document ITIL is Marval a Registered ITIL also recognises a Trade Registered Mark of Trade trade Mark Office mark of of rights Government Office of of 3rd Government Commerce party trade in Commerce mark United owners in Kingdom mentioned United Kingdom or this countries document or countries ITIL is a Registered Trade Mark of Office of Government Commerce in United Kingdom or countries Award-Winning Award-Winning Track Track Track Record Record Record Marval Marval its customers its customers have an have unprecedented an unprecedented Marval record its attaining customers major have industry an unprecedented record attaining major industry recognition, recognition, record including attaining coveted major industry awards recognition, including coveted awards from from IT IT including coveted awards Forum Forum from (itsmf) (itsmf) IT Desk Desk Institute Institute Forum (SDI). 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12 - Edition guide Protect build on your investment There is an edition of that will meet your current needs. When you are ready to progress - as your offering matures requirements increase - your investment is protected with our smooth seamless product upgrade path. THE NEXT GENERATION OF INTEGRATED SERVICE MANAGEMENT SOFTWARE PRODUCT CONTENT PRODUCT VARIANTS Your route to excellence Processes Supported Incident & Request Fulfilment Event * * SLA/OLA Reporting Asset Asset & Configuration (CMDB) Catalogue Problem Change & Task Release & Deployment Financial (Basic) Capacity Control** Business Continuity Support** Availability Planning & Outage Tracking** Financial (Advanced) Capacity Business Continuity Availability & Outage Tracking Utilities / Components v7+ to v11+ Transition Tool Known Error/FAQ Database Web s Connector (Basic) Web Self- (Basic) LDAP Integrator Option Mail Import Option Option Web s Connector (Advanced) Option Asset Discovery Integrator Option Option Event Monitor Option* Contract Entitlement Option Discovery Option Option Knowledge (for Support Teams) Option Option Option Web Self- (Intermediate) Option Option Option Web Self- (Advanced) Option Option Option * = Available in conjunction with appropriate Option ** = Basic process management Marval Software Limited Authorised Global Partner Delivering - Integrated ITSM Software, Support s Marval Software Ltd is an ISO/IEC Certified Company Your local supplier of solutions: Contact us now to discuss how you can improve your +31 (0) info@marval-benelux.nl Contact us now to discuss how you can improve your E: info@marval-group.com W: marval-group.com Design: