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  • 1. InfraTech IT Infrastructure Management Solutions Your IT Infrastructure Management Partner
  • 2. Who Are We? InfraTech A.S is a Turkish market leader provider of enterprise software to enable leading companies to optimally manage the IT infrastructure. The company’s flagship product suite Spectra Service Desk create a foundation for asset and service management based on industry best practices ,including ITIL Spectra Service Desk enables organization to reduce costs ,improve ,operational efficiencies, support employee productivity, enhance business performance and achieve measurable ROI by standardizing on common service model based on ITIL best partices Spectra is single point of contact between end users and the IT department that delivers consistent , measurable service.
  • 3. Our Mission Providing Solution to Manage the Infrastructure as set of business process for Improved Efficiency ,Quality and Return On Investment In this way InfraTech Helps organizations move toward a State of Operational Excellence
  • 4. Objectives • Optimize Employee Productivity • Maximize Infrastructure Availability • Ensure best use of deployed capital • Drive to lowest cost for the acquisition, deployment, maintenance, change, and disposition of assets used by employees • Improve the competitive position of our customers – The new e-conomy lives on real-time infrastructure – Our solutions provide the means to create, manage, and control the e- infrastructure of the new e-conomy
  • 5. Our Vision • Over all Management of Services • Consolidated Service Desk Approach • Incorporating the Best Practices
  • 6. Elements of the Infrastructure
  • 8. Consolidated Service Desk Approach-What is a Consolidated Service Desk  Provides a single point of contact (SPOC)  Automates the support processes, integrates distributed systems, and provides a central point for Infrastructure Management.  Results in more effective trend analysis, better understanding of the business, and empowerment to expand support coverage.  Makes it possible to dramatically improve the level of service. Enterprise Service Management
  • 9. Enterprise Service Management CDS Phases Chaotic Chaotic  Consolidated help desk is an afterthought.  Multiple processes and tools making it impossible to understand costs and quality of services.  The goal is to create a consolidated service desk to gain understanding of: - infrastructure costs and trends - operational risks - future opportunities
  • 10. Enterprise Service Management CDS Phases Chaotic Reactive = Understand TCO  Help Desk is up and running.  Incident management is dominant practice.  Implementing network and systems management (NSM) products for - opening problem tickets - discovering assets  Beginning to understand TCO and IT infrastructure trends. Reactive
  • 11. Enterprise Service Management CDS Phases Reactive Chaotic Proactive = Control TCO  Change Management is dominant practice - minimize risk - maximize benefits  Leverage information gathered in Reactive phase to make better business decisions.  Focus on controlling TCO and increasing customer satisfaction. Proactive
  • 12. Enterprise Service Management CDS Phases Proactive Reactive Chaotic Service = Align With Business  Service organization now has the processes, tools and credibility to make service level agreements the dominant practice.  Service Desk aligns with business units and manages to their requirements.  Costs are consistent with organizational goals.  Service costs are tracked. Service
  • 13. Enterprise Service Management CDS Phases Value = Adding Value  Employee Relationship Management service makes it possible for the service organization to use resources more strategically.  Service desk responsible for the whole Infrastructure Management. Service Proactive Reactive Value Chaotic
  • 14. Incorporating the Best Practices ITIL Information Technology Infrastructure Library
  • 15. Incorporating the Best Practices  Lifecycle Approach to Enterprise Service Management.  Focus on the customer.  Keeping IT services in line with changing business requirements.  Running and maintaining existing systems.  Developing new systems.  Common Language for people. What is ITIL ?
  • 16. What is Spectra Service Desk Spectra Service Desk is an integrated Service Management solution that drives productivity upward and sustains competitive advantage by leveraging assets, minimizing operational risk, lowering the costs of doing business, and increasing employee productivity
  • 17. Spectra Service Desk • Proven processes – Built-in best practices and tailorable workflow • Complete Lifecycle Management – Broad application set to support ongoing operations • Minimizes operational risk – Solutions ensure highest infrastructure reliability • Controls costs – Understand current trends, service levels, staff skills • Increase productivity – Quicker resolutions; problem avoidance; self-service
  • 18. Spectra Product over view What are the Major Decision Factors? • web base application • “Out-of-the-Box” Functionality – Rapid Implementation, Rapid ROI • Flexible Solution – Easy to Tailor – Easy to Maintain – Easy to Upgrade • Scalable Solution to Support Growth – Multiple ‘islands’, Multiple views • Supported Platforms and Integration
  • 19. Spectra Best Practices : What’s Happening Incidents Problems Changes ServiceService DeskDesk IncidentIncident ManagementManagement Root CauseRoot Cause AnalysisAnalysis ChangeChange ManagementManagement Initial Calls Configuration Management (CConfiguration Management (CFFM)M) Service Level Management (SLService Level Management (SLMM)) Record call detail Analyze call Provide solution - or- Open Incident Incident Control / Service restoration Event notification SLA verification Known Errors Known Error correlation Identify structural solutions Generate RFC Link to Incident and Change Lowers operational risk Manage changes in repeatable and automated process Change status Closure codes Categorization …
  • 20. Mapping InfraTech Vision to IT Lifecycle Phases Chaotic Reactive Proactive Service Value Optimizing Productivity Understanding Productivity Productivity Structure Leveraging Productivity
  • 21. Solution Suites that Deliver on the InfraTech Vision Structure Understanding Productivity Optimizing Productivity Leveraging Productivity Proactive Management Peak Performance Foundations Driving Value
  • 22. Incident Management Fundamentals Allows service desk technicians to log, track, & resolve calls & incidents Knowledge search capability Escalation / notification Proactive Problem Management Identifies Known Errors Advanced correlation and error detection capability Integrated change management processes Increases infrastructure reliability Optimizes performance of controlled service management operations Organized and preventive maintenance strategy Task planning and scheduling, workload balancing and services prioritization Value-added IT operations leverage under-control infrastructure environment Drives improved cost controls, service capability, and employee productivity to new levels Difficult to reach this level – and measure results – in a reactive environment Solution Suite Objectives Proactive Management Peak Performance Foundations Driving Value
  • 23. Enterprise Service Management Incident Management Problem Management Change Management configuration Management Knowledge Management Service level Management Contract Management Scheduled Maintenance Work Management End user service Spectra Reporter Incident Management – Provides a single, easy to use starting point for all help desk activities, improving analyst efficiency and the accuracy of infrastructure information – Enables IT staff to provide support to any event that has created a deviation from the (expected) standard operation of a system Incident Management Incident Management SpectraSpectra
  • 24. Enterprise Service Management Incident Management Problem Management configuration Management Knowledge Management Service level Management Contract Management Scheduled Maintenance Work Management End user service Spectra Reporter Problem Management Problem Management SpectraSpectra Problem Managment – Enables IT staff to ensure stability in IT services, by identifying and removing errors in the IT infrastructure. Change Management – Provides a proactive, automated and integrated approach to infrastructure change control that minimizes business risks and promotes strategic planning for Infrastructure Management Change Management Change Management
  • 25. Enterprise Service Management Incident Management Problem Management Change Management Contract Management Scheduled Maintenance Work Management End user service Spectra Reporter Configuration Management Configuration Management SpectraSpectra Configuration Management – Provides the service organization with detailed information on IT resources and their relationships, enabling faster incident resolution and safer change management Knowledge Management – Empowers the IT staff to maintain and utilize knowledge pertaining to the IT environment Service Level Management – Enables IT organizations to align with the business units they support by providing the framework for establishing and monitoring service requirements by automating the tracking of critical metrics Knowledge Management Knowledge Management Service İevel Management Service İevel Management
  • 26. Enterprise Service Management Incident Management Problem Management Change Management Service level Management Configuration Management Knowledge Management End user service Spectra Reporter Work Management Work Management SpectraSpectra Contract Management – Tracks and reports vital cost information for service level agreements, ensuring that the services delivered are consistent with organizational goals and budget Maintenance Management – Enables IT staff to proactively schedule forecasted services, requests, and changes Work Management – Helps managers efficiently deploy technical staff on tasks related to change, request and problem management while maintaining existing commitments and schedules Contract Management Contract Management Maintenance Management Maintenance Management
  • 27. Enterprise Service Management Incident Management Problem Management Change Management Service level Management Configuration Management Knowledge Management Contract Management Maintenance Management Work Management SpectraSpectra Customer Self Service – Is the leading employee self service solution that provides all employees an intuitive, single point of entry for quickly initiating and tracking all service requests. Spectra Reporter – is an easy to use web base reporting solution that provides the reports IT managers and other users need to reliably support their business and infrastructure objectives. Spectra Reporter Spectra Reporter Customer Self Service Customer Self Service
  • 28. Spectra Deployment
  • 29. References
  • 30. Thanks Q&A and Demonstration