Datasheet Service Desk

Transcription

1 ITIL Datasheet

2 is a comprehensive IT service management and process automation product. It is designed in full compliance with ITSM approach and meets the requirements of IT Infrastructure Library (ITIL). Unlike all other -based solutions, has its own core and can run on a standalone server. It is, however, very tightly integrated into ecosystem. All alerts raised on diverse servers in your network get delivered into the Service Desk and further managed, e.g. automatically close upon alert deactivation. A properly tailored acts as a face of your IT department. Its deployment is always the very fi rst step of assembling a company-wide IT service management system. allows you to organize a single point of contact between IT service users and your IT department. The solution is perfectly suitable for geographically distributed support services. The supports multiple user interface channels: self-service portal, operator-based access (e.g. via a Call Center), and automatic -to-ticket conversion. Service Catalog allows you to keep track of all IT services provided to users. Each service is given a detailed description, target user references, a reference to a business-side service supervisor, and service level agreements (SLAs). 2 Service Level Management includes full-blown service level agreement (SLA) management module. Services provided under each agreement and the agreement s recipients (IT service users) are specifi ed as a part of every agreement. Delivery patterns, service schedules, routine request response times and typical solutions are also confi gurable.

3 Incident and Request Management Being based on Network Manager, SCADA/HMI, Building Automation and Access Control, the Data Center supervisor inherits all their advantages, as well as generic data acquisition, storage, processing and visualization features of the underlying Platform. Change Management Incident and request management is a key IT operations process. It s intended for maintaining IT service operability and quick functionality recovering in case of failures and degradations. In addition to getting breakdown reports, users can seek knowledge base for advice and raise service requests. allows your incident and request management process to be automated in full compliance with ITIL methodology. All incidents and requests are recorded, classifi ed, assigned and processed in accordance with a preconfi gured business process. Service Assets and CMDB resources. Knowledge Base The allows you to track all IT assets in your organization, including network devices and communication channels. All assets are typifi ed and inherit an attribute model specifi c to their type. Internal Confi guration Management Database (CMDB) is tightly integrated with managed IT processes: all confi guration items are associated with incidents, problems, change requests, and other Knowledge gained by IT service employees while solving problems and incidents should not be lost. solves that by employing an integrated knowledge base. The knowledge base is a set of articles classifi ed by sections and themes, it is available to both IT service employees and IT service users (through a self-service portal). Access to knowledge base sections is restricted by access permissions some articles are only available to IT department employees while others may be available to all users. Internal Tasks and Workfl ows allows you to create internal tasks, assign users responsible for those tasks and monitor their resolution using customized workfl ows. In addition, each task can be linked to a request, a problem or a change query. A solution s timeline and current status is specifi ed for each task. It is also possible to add comments and attach fi les to the task. 3

4 Documenting Working Hours Reports and Analytics An IT services manager should understand what processes and tasks consume human resources. For this purpose, has working hours tracking functionality. Each employee, having completed an assigned task, creates a record of the work done. The record specifi es actual labor time. This work record can be linked to an incident, a problem, a change request or a task. Helping to analyze an IT department s overall performance, the Service Desk provides its own reporting mechanism. The possibility of downloading reports in common fi le formats (.pdf,.xls,.csv, and.html) allows saving reports to external media and presenting them in printed form at regular meetings. Moreover, a complex fi ltering and sorting mechanism is implemented for all internal dictionaries, which allows you setting a desired tabular view and downloading its contents as a spreadsheet. Alerts To promptly inform IT service employees of events associated with applications, problems, change requests and tasks, Service Desk provides an alerting mechanism. In addition to alerts raised upon events, the can send warnings in case of any SLA violations. Integration with LDAP and Active Directory To avoid inputting IT service users manually, the provides tools for import and periodical synchronization of the user base with LDAP directories (including Microsoft Active Directory). Authentication via LDAP or Active Directory is also supported. 4

5 Try it now! Download 30-days trial or free version for 10 devices: Tibbo Technology Tel: Fax: F-3, No.31, Lane 169, Kang-Ning St., Hsi-Chih, Taipei, Taiwan 5